Refund policy

We want every order to arrive in perfect shape and earn its place in your home. If something goes wrong, here is exactly how we make it right. Nothing in this policy limits any right you have under the consumer protection laws of the place where you live, including any legal warranty that cannot be waived.


1. Damaged in transit, wrong item, or missing item

If your order arrives damaged, is not what you ordered, or is missing an item or part, please contact us within 7 days of delivery through our Contact page. Include your order number and clear photos or a short video showing the problem, plus a photo of the outer package if it was damaged in transit. Once we confirm the issue, we will send you a free replacement or a full refund, your choice. You do not need to send the item back. If you contact us after 7 days, we will still review your request in good faith and apply any warranty described below.


2. Defective products

If a product has a manufacturing defect or does not work as described, contact us as soon as you notice the problem, and in any case within 90 days of delivery, with your order number and photos or a video of the defect. We will replace the product or refund it. This commitment is in addition to, and never instead of, the legal warranties that apply where you live, such as the legal warranty of quality under the Quebec Consumer Protection Act, the warranty periods under the Brazilian Consumer Defense Code (Código de Defesa do Consumidor), and the warranty provided under Mexico's Federal Consumer Protection Law (Ley Federal de Protección al Consumidor). Normal wear, chewing, scratching, misuse, or damage that happens after delivery is not a defect.


3. Order not arrived

Estimated delivery times are listed in our Shipping Policy. If we cannot ship your order within the stated time, we will tell you by email and you may cancel for a full refund. If tracking has not updated in 15 days, or your order has not arrived within 30 days of shipping (Canada and United States) or 60 days of shipping (Mexico and Brazil), contact us and we will reship your order for free or give you a full refund, your choice. If you live in Quebec, you may also cancel your order if it is not delivered within 30 days of the delivery date indicated, as provided by law.


4. Cancelling an order

You can cancel your order within 12 hours of placing it for a full refund, as long as it has not been processed for shipping yet. After that, your order is already being prepared and we may not be able to stop it, but any legal right to cancel described in section 5 still applies.


5. Change of mind and legal cancellation rights

Because our products ship directly from our fulfillment partners, we do not offer returns for change of mind, a wrong size or color selected at checkout, or products your cat simply ignores (we know they can be picky). However, you keep every cancellation or withdrawal right given to you by the law where you live, including:

  • Brazil: you may withdraw from your purchase for any reason within 7 days of receiving it (Article 49 of the Consumer Defense Code). We will refund the full amount you paid, including the original shipping charge, and we will cover the cost of any return we ask for, or let you keep the item.
  • Mexico: you may revoke your purchase within 5 business days of delivery (Article 56 of the Federal Consumer Protection Law). The item must be returned unused, in the same condition and packaging in which you received it. As provided by that article, return shipping and insurance costs are paid by you.
  • Quebec and the rest of Canada: you may cancel a distance contract in the cases provided by your provincial consumer protection law, for example if your order is not delivered within the legal time limit or if required information was not disclosed to you.
  • Everywhere else: any other right to cancel or return that your local law gives you and that cannot be waived.

To use one of these rights, contact us within the legal time limit through our Contact page with your order number. We will confirm the next steps, including the return address if a return is needed. Please do not send anything back before contacting us, so your package is not lost.


6. What is not covered

Except where the law where you live provides otherwise:

  • Products that have been used, washed, or damaged after delivery, including normal wear, chewing, and scratching
  • Orders sent to an incorrect or incomplete address entered at checkout (we are happy to reship at your cost once the address is corrected)
  • Packages refused at delivery, or not collected from the post office or pickup point
  • Import duties or taxes charged by your country, which are explained in our Shipping Policy


7. Refunds

Approved refunds are issued to your original payment method, in the currency you paid, within 15 days of approval or of receiving your cancellation notice, and usually much sooner. Depending on your bank, it can take a few more days to appear on your statement. The original shipping charge is refunded when the problem was on our side or when the law requires it.


8. Contact us first

Almost every problem can be solved quickly by writing to us. Please reach out through our Contact page before opening a dispute with your bank or card issuer, so we can help you right away. This request does not limit any right you have with your card issuer.