FAQs
What Is Your Return Policy?
You may return any item within 30 days of delivery, for any reason, wherever you are. You do not need to give a reason and you do not need our agreement. You pay return postage, and where an item has been used by an animal rather than inspected, we may deduct the reduction in its value.
We do not accept exchanges. If you want a different item, return the original and place a new order.
Our handmade products are made in small batches, so no two pieces are exactly alike. Please read the product page carefully before you buy, and message us with any questions first. We would far rather answer a question than have you receive something that is not what you expected.
Faulty, damaged or wrong on arrival? Tell us within 14 days of delivery if it is damaged, and within 30 days of delivery if it is wrong, missing or faulty. If your parcel does not arrive at all, tell us within 14 business days after the latest expected delivery date shown at checkout or in your order or shipping confirmation email or, if none of them shows a date, within 45 days after we ship it. Business days are Monday to Friday, excluding statutory holidays in British Columbia. Under our quality promise you choose a replacement or a full refund, and if we ask for the item back we pay the return postage, although usually we do not ask for it back at all. Where it is still safe to use, we may ask you to pass it on to a local animal rescue instead. The promise does not apply in Australia (see our Refund Policy), and you keep the rights that the law of your country gives you.
Full details are in our Refund Policy.
Do You Ship Internationally?
Yes. We offer tracked shipping to Canada, the United States, the United Kingdom, Germany, the Netherlands, Iceland, Norway, Switzerland, Japan, South Korea, Australia, New Zealand and Singapore. Orders are processed and shipped within 1-2 business days of payment, unless the product page states a longer lead time. Full details are in our Shipping Policy.
Are Duties & Taxes Included For International Orders?
It depends where you are. For orders shipped to the United States, estimated duties and taxes are calculated and collected at checkout. Nothing further should normally be owed on delivery, although trade rules change and local authorities can still apply charges in some cases.
For orders shipped to Germany and the Netherlands, the prices you see include import duties and VAT, and the shipping cost is shown at checkout. Nothing further should normally be owed on delivery.
For orders shipped to Iceland, Norway, Switzerland, the United Kingdom, Japan, South Korea, Australia, New Zealand and Singapore, duties, taxes and any customs brokerage fees are payable by you to the carrier or customs authority when your order arrives. We cannot calculate these in advance.
Orders within Canada are not subject to import duties.
Full details are in our Shipping Policy.
Do Your Products Contain Catnip?
When it comes to catnip, fresh is best. None of our toys come pre-stuffed with catnip, because potency fades quickly. Some of our cloth toys are refillable, so you can add catnip whenever you like. Catnip can also be sprinkled onto our wool toys. Many cats are drawn to our wool toys without it, thanks to wool’s lanolin scent, though not every cat responds to catnip and that is perfectly normal.
Are Your Products Safe For My Cat?
Safety is our priority. Most of our products are undyed, in the undyed color of the wool or other material. Where we do use dyes, they are azo-free. Every piece is made with secure construction methods. Patrick, our Chief Executive Cat, personally paw-inspects every design. Our toys are made for supervised play, not for chewing, so please supervise, inspect regularly for wear, and replace anything torn or damaged. If your cat tries to eat any part of a toy, stop using it.
Do You Offer Wholesale?
Yes. We partner with select retail stores to bring thoughtfully designed cat beds, toys, and cat-themed goods to their customers. Our products are made for cats' natural instincts, with a focus on durability, function, and materials such as wool, cotton, wood and hemp, with no plastic parts. Our wholesale program is simple and flexible, with easy restock options. Wholesale
How Do I Care For My Felted Wool Bed, Cave, Basket Or Mat?
Vacuum gently with a non-bristle wand for routine cleaning. When it needs more than that, hand wash cold with a wool-safe detergent and air dry fully. Never put it in the dryer. While it is still damp, reshape a cave or basket around towels or blankets so it reforms as it dries.
How Do I Care For My Hemp & Wool Cat Bed?
Remove the inner cushion and wash it separately from the cover.
Hemp Cover
- Machine wash cold with similar colors and an unscented, zero-dye detergent.
- Tumble dry low or air dry.
- Hemp softens with washing, so wash it as often as you like.
Inner Cushion
- Wash cold on a gentle cycle when soiled, using an unscented, wool-safe detergent.
- Tumble dry with no heat and a few wool dryer balls. Ensure it is fully dry before use.
- Caution. Warm water, a regular cycle or dryer heat can felt the wool.
How Do I Care For My Wool Toys?
Hand wash cold with a wool-safe detergent. Air dry fully before letting your cat play with them again, and never put them in the dryer. Wool toys develop fuzz over time with use, so shave or trim it back periodically to keep them tidy and safe.
Does Caring For My Products Affect A Claim?
Yes. Damage caused by improper care is not covered by our quality promise and, where it causes the problem, is not a fault in the goods. Following these guidelines keeps your products lasting longer. Your statutory rights are not affected. Full details are in our Refund Policy.
Do You Sell Or Adopt Out Cats?
No. Kitty Cat Habitat does not sell cats or handle cat adoptions. We make products for cats and the people who love them.
If you’re looking for a cat, we encourage you to connect with a local registered non-profit rescue or animal shelter.