Questions About an Existing Order

Please include your order number and the email address used during checkout. These details help our team locate your purchase more efficiently.

Problems With Your Order

If an item arrives damaged, defective, incomplete, incorrect, or materially different from the product description, please contact us promptly.

Please include:

• Your order number.
• A clear description of the issue.
• Relevant photographs or videos where appropriate.
• A photograph of the shipping label and exterior packaging when the parcel itself is involved.

After review, we may provide an appropriate replacement, reshipment, refund, or return solution in accordance with our policies and applicable law.

Product Differences & Cat Use

Minor differences in color, texture, stitching, printing, material tone, packaging, or dimensions may occur between production batches and are not necessarily defects.

Cat behavior also varies by individual pet. A product being ignored, used differently, or played with for a different length of time is not, by itself, evidence that the product is defective.

Before Returning an Item

Please contact customer support before shipping any merchandise back.

Do not automatically send returns to a registered company address. After a return request is reviewed and approved, we will provide the applicable return instructions and destination.

Response Time

Our customer support team is available from 8:00 AM to 8:00 PM Daily (China Standard Time, UTC+8). Requests that require investigation with a carrier, fulfillment partner, payment provider, or return facility may take additional time.