How can we help? Most answers are one click away — and a human is never far.
📦 Orders & Shipping
- Where is my order? Every order ships with tracking. You'll receive the tracking link by email within 1–2 business days of ordering.
- How long does delivery take? Tracked delivery takes 7–12 business days in the US, free on every order.
- Can I change my address? If your order hasn't shipped yet, contact us right away and we'll update it.
- Full details: Shipping Policy
💚 Returns & 90-Day Guarantee
- My cat ignored it. Now what? That's exactly what the 90-Day Happy Cat Guarantee is for — contact us within 90 days of delivery and we'll make it right with a replacement or full refund.
- Item arrived damaged? Send us a photo within 7 days of delivery and we'll ship a replacement or refund you — your choice.
- How fast are refunds? Once approved, refunds are issued to your original payment method within 5–7 business days.
- Full details: Refund & Return Policy
🐱 Product Help
- Setup, care & troubleshooting: every product page has a Product Manual button in the buying area — with step-by-step setup, cleaning instructions and fixes for common issues.
- Charging questions: our motorized toys charge over USB with the included cable; full charge times are listed in each manual.
- Which surface works best? Rolling and slithering toys perform best on hard floors and low-pile rugs — it's noted on each product page.
💳 Payments & Security
- We accept all major credit cards plus the express options shown at checkout.
- Checkout is fully encrypted and processed by Shopify Payments — we never see or store your card details.
✉️ Still need us?
Email: support@catwellus.com · Phone: +1 (509) 972-6420
We answer every message within one business day, Monday to Friday. Include your order number if you have one — it speeds everything up.