Shopping and products
How do I choose the right product for my cat?
Consider your cat’s age, size, confidence and daily habits. Active cats may enjoy interactive toys and climbing furniture, while senior or cautious cats often benefit from lower, easier-to-reach resting areas. Always review the measurements and recommended use shown on the product page.
Are your products suitable for kittens or senior cats?
Suitability varies by product. Check the product measurements, weight guidance, entry height and safety instructions before ordering. Introduce new furniture, fountains and litter boxes gradually and supervise first use.
Do you have active discount codes or promotions?
Current offers include automatic free standard shipping with no minimum on eligible non-subscription orders to the United States and Canada, an automatic 5% order discount for eligible email subscribers, and code CATOBER for 10% off selected collections (one use per customer). Eligible offers can combine; checkout confirms the final discounts and shipping availability.
How do I get the 5% email subscriber discount?
Subscribe using the email form at the bottom of our homepage. Once your email is subscribed, use the same email at checkout; the 5% order discount applies automatically when eligible, with no code needed.
Do you have retail store locations?
CuddleCat is an online store and does not currently operate physical retail locations or offer local pickup.
Do you offer bulk or wholesale orders?
For bulk or wholesale inquiries, email cuddlecat247@gmail.com with the product names, quantities, destination country, and desired delivery timeframe. Availability, pricing, and shipping are confirmed individually.
Shipping and tracking
Where do you ship?
We currently ship to the United States and Canada. Some products may be limited to United States delivery because of logistics restrictions. Availability is confirmed during checkout.
How much does shipping cost?
An automatic free standard shipping offer currently applies with no minimum purchase to eligible non-subscription orders delivered to the United States or Canada. Some products ship only within the United States. Checkout confirms delivery eligibility, applicable offers and the final shipping charge.
How long does delivery take?
Estimated delivery currently ranges from 3–23 business days, depending on the product and destination. The specific estimate shown at checkout or in your order confirmation takes priority.
Do you offer express shipping, local delivery, or local pickup?
We currently offer standard shipping only. Express shipping, local delivery, and local pickup are not available.
How can I track my order?
Use the tracking link in your shipping confirmation email or sign in to view your order. If tracking has not updated for several business days, email cuddlecat247@gmail.com with your order number.
Returns and refunds
What is the 15-Day Keep-It Promise?
Not satisfied? Keep your purchase and get a 30% refund of the price you paid. No return required. See details. It covers all physical and paid digital products for orders placed on or after October 11, 2026 at 2:59 a.m. PDT (America/Los_Angeles). Earlier orders retain their original terms.
When and how do I apply?
Apply within 15 calendar days starting the day after delivery, ending at 11:59 p.m. on day 15 in America/Los_Angeles time. Separate deliveries have separate windows.
How do I submit a request through my customer account?
- Open your CuddleCat account and sign in with the email address used at checkout and the verification code sent to that email.
- Open the relevant order and select the return-request option, such as Request return or Return items, if available.
- Select the item(s), choose a reason, and add a note explaining the issue. For a Keep-It Promise request, state that you are requesting the 30% refund without returning your purchase.
- Submit the request. We review it and respond within two business days. Submitting a request does not automatically issue a refund or set the refund amount.
For an approved Keep-It Promise request, no return is required. Do not ship anything back without our instructions. Refund amounts and eligibility follow our Refund Policy, not an automatic 30% calculation in the request form.
If the request option is unavailable, including for a digital purchase, email cuddlecat247@gmail.com or use our Contact page. Include your order number, checkout email, item(s), delivery date and a description of the issue. You can also use these contact methods instead of the account form.
Can I try the item or keep my digital portrait?
Normal, reasonable use to assess satisfaction is allowed. Keep your item or digital files; the original digital license remains unchanged. Portrait revisions are available but are not required before applying.
How much is refunded and when?
The minimum is 30% of the original discounted item amount paid, excluding separately paid shipping. Prior refunds for that item count toward the minimum; tax adjustments follow the payment/refund system. No hidden outbound shipping cost is deducted for free-shipping orders. We respond within two business days and initiate approved refunds within two business days to the original payment method. Bank or payment-provider arrival time is separate.
What if my order is damaged, missing, unusable or not as described?
Contact us promptly. These problems are handled separately; 30% is not a refund cap. Applicable consumer rights remain unchanged. Read the complete Refund Policy.