FAQ — Shipping, Returns & Product Care
Answers to the questions we hear most about shipping, returns, and taking care of your Kittyus products. Can't find what you need? Contact us through our contact page.
Shipping
How long does shipping take?
Orders are processed within 1–2 business days. Standard shipping to the US typically arrives within 3–7 business days after dispatch. You'll receive a tracking number by email as soon as your order ships.
Do you offer free shipping?
Yes, free shipping is available on qualifying orders. Check the product page or your cart for the current threshold.
Do you ship internationally?
We currently ship to select international destinations. International delivery times and costs are calculated at checkout.
Returns & Exchanges
What is your return policy?
Unused items in original packaging can be returned within 30 days of delivery for a refund or exchange. To start a return, contact us with your order number and we'll send instructions.
My item arrived damaged. What should I do?
We're sorry about that. Contact us within 7 days of delivery with a photo of the damage and your order number, and we'll replace the item or refund you as quickly as possible.
When will I get my refund?
Once your return is received and inspected, refunds are issued to your original payment method within 5–7 business days.
Product Care
How do I clean my cat tunnel or playpen?
Spot-clean with a damp cloth and mild soap. Most of our collapsible tunnels and playpens can be machine-washed on a gentle cycle and air-dried — check the care label on your specific product first.
How do I clean my catio mesh or hammock?
Wipe mesh frames with a damp cloth. Hammocks are machine-washable on a gentle cycle; air-dry completely before reattaching to the enclosure.
My catio frame or mesh got damaged. Can I replace parts?
Yes. We sell replacement parts and accessories — including hammocks, mesh covers, pipes, joints, and scratching posts — so you can repair or refresh your enclosure instead of replacing it.
Setup & Assembly
Do your catios and playpens require tools?
No. Our portable catios, tunnels, and playpens are designed for tool-free setup. Most pop up or connect in under five minutes.
Can I connect my tunnel to my playpen?
Yes, if both products use zipper connections. Our connectable tunnels attach to the Hexagon Cat Playpen and to each other — see the cat playpen with tunnel collection for ready-made combos.