Policies
Return Policy
If for any reason you are not happy with your purchase after receiving your item, you may return it within 15 days of receiving your order for a refund as long as the merchandise is in the same new condition as when received. All returns must have its original packaging with freight prepaid and insured. All returns will be assessed a modest 10% restocking fee. Prior to any returns, customer must contact us at CustomerService@CoolCatTree.com
Cancellation Policy
In the event you cancel your item while enroute or if the package is considered "undeliverable" by the freight company at destination, you will be responsible for all shipping and handling cost back to the warehouse. You will receive a refund minus the shipping cost and a 10% restocking fee once it has been received by us.
Damaged Merchandise
While the Cool Cat Tree is built cat tough, in the unlikely event that your product arrives damaged from the freight company, write down any and all "EXCEPTIONS" on the Delivery Receipt. Please do this prior to the carrier leaving. Our freight is insured and you have every right to file a freight claim with the carrier if they did not handle your product properly. If you see visible damage to the cartons or the product, you can choose to (1) keep the product and file a claim (ask for a claim form from the driver), or (2) refuse the product and have it sent back to us for a replacement. Document any problems with a digital camera if possible. If you wish to decline a replacement, a 10% restocking fee will be assessed once the item has been received by us.
------------------------------------------------------------------Any refund issued will be in the same manner as they were received. Payments by cash or check will be issued as a refund check within 10-14 business days of your cancellation.