How long does it take for an order to arrive?

Please refer to our refund and shipping policy page for further details. 

How do I clean my cat cave?

They are easy to clean, hand wash in lukewarm water, press out any excess water and re-shape while wet, then leave to dry naturally. 

What are the cat caves made from?

Our caves are made from the highest quality soft merino wool. The dye used on the wool is a veggie based dye that is 100% natural and organic. 

How is the wool sourced and what is the process? 

The wool is sourced from New Zealand and imported into Nepal where the wool is cleaned and dyed. No chemicals are used in the process. 

Do you offer wholesale cat caves?

Yes we do. See our wholesale page here.

Why does the colour and shape look different to what is in the pictures?

Each Cat Cave is handmade so measurements may vary slightly. The wool is 100% naturally dyed and left to dry outside, therefore there may be slight variations to colour and size as a result. The brightness on your device will also affect the colour.

I ordered more than one item, but only received one... where's my order?

Some of our items ship separately from different locations so please do not worry if you do not receive all your items at once, they are on the way. 

The hole is too small for my cat, what can I do?

You can cut the hole larger for your cat if you wish, all you need is a sharp pair of scissors. Just to note you will not be able to return the item if you cut the hole larger.

Can I add a gift note? 

Yes of course, just add your request into the 'notes' section on the checkout page.

Do I need to sign for my order?

You will not be required to sign for your package, however if your mailbox is smaller than the package it is possible that the courier will take it back to your local post office for pickup if you are not home to accept the delivery. They will not leave your package on the door step or anywhere unsafe. 

Where are you located? 

We ship from the USA.  

Are there any exchange rates or fees?

All our transactions are in USD. If your payment method is based in a different currency you may be charged an international transaction fee by your bank or card issuer. The exchange rate will be decided by your bank or card issuer. 

Will I be charged customs or taxes?

All prices displayed on our website are tax-free in USD, which means you may be liable to pay for any VAT, tariff, duties, taxes, handling fees and customs clearance charges required by your country for importing consumer goods. 

We do not collect this beforehand, and cannot give you an estimate of the cost - charges vary around the world. 

As an international consumer, please do your research to ensure there are no surprise charges when clearing your package through customs, and to have an idea of what the additional cost may be. If you are unfamiliar with customs fees and charges, please speak to your local postal or customs office for more information. 

How do I cancel or amend my order?

If you wish to cancel or amend your order you must contact our support team immediately. Orders are processed within 15 minutes of receipt in order to get your items to you as fast as possible, therefore it is unlikely we will be able to make any changes to your order after this time. Once an order has been packed or shipped and a tracking number generated we are unable to cancel or amend your order. You will need to wait for your order to arrive and return it to us. 

What do I do if my order arrives damaged or incorrect?

Please email us at support@catcaveco.com within 3 days of receiving your order with your order number, issue and photo of your item(s) and we will resolve the issue for you as quickly as possible.