Guarantee and Warranty

Limited Warranty
Shipping Damage
Returns
Custom Orders
Cancellations
Warranties on Other Product Lines

 

Warranty, Return and Cancellation Policies

  1. Limited Warranty: All Rustic, Contemporary One, Contemporary Two, Sculptured and Stack 'Em products have a five-year limited warranty on construction and stability. This warranty does not apply to carpet/sisal wear and tear and to the Contemporary One Clothesline product. This warranty applies to normal indoor use by cats only, and is voided by outdoor use, misuse, damage while transporting (other than during initial delivery), use by other animal species, and acts of nature.

    This limited warranty on construction and stability covers the following:

    • hardware becoming loose that cannot be secured with a hammer, screwdriver or allen wrench
    • cracks in wood that specifically cause components to become loose

    We do not pay for shipping and handling on warranty returns sent back to us. We will pay for shipping the repaired/replacement item back to you. Items returned under this warranty policy will be repaired to useable condition and returned to customer. Refunds will not be sent.

  2. Shipping Damage: Any damaged item will be repaired or replaced at no charge, at our discretion. Angelical Cat Company must be notified of such defect or damage within three (3) days of initial receipt, and the product must be returned unused in its original packaging. If you are returning a product, please call in advance for instructions. If you would like to change your order at this point, the new product must be of equal or greater value than the damaged product. We do not accept cancellations as a result of shipping damage. Instead, we will promptly repair or replace the damaged product.

  3. Returns: There is a thirty day (30) money-back return period. You may return any item in unused condition (no hair or stains) for a refund within 30 days of initial delivery. We do not refund original and return shipping and handling costs. When sending an item back please insure it for the original purchase price. We do not accept COD packages. A 15% handling/restocking fee will apply.

  4. Custom Orders: Our products either come standard with no options available, or come with a set of available options as shown on the product's Options page. Any customer requests for changes beyond these available options is considered a Custom Order. We do not accept returns on Custom Orders, nor cancellations on Custom Orders once the order has been started.

  5. Cancellations: The majority of our products are made to order based on the colors and options that an individual customer chooses. Once built, a product becomes a unique item based on the preferences of that particular customer. Because of this, it can often be difficult to resell if the order is cancelled or the product is refused. These bulky and unusually shaped products are also time-consuming to package as we have to fashion our own boxes and wrap them heavily in stretch wrap. If a product has been shipped, additional paperwork and phone calls are necessary in order for us to get the product back. Therefore, we have established the following order cancellation policies:
Stage of order when cancelled Fee
If your order has already been built, but not packaged, at time of cancellation there is a ... 10% cancellation fee
If your order has been built and packaged, but not shipped, at time of cancellation there is a ... 15% cancellation fee
If your order has been built, packaged and shipped at time of cancellation there is a ... 15% cancellation fee plus 2-way shipping costs

Warranties on Other Product Lines We carry several product lines that are manufactured by other companies. For those products, the warranty policies of those companies will apply, as outlined below.

Product Line Warranty Policy
Outdoor Pet Houses 30 day warranty on defects in workmanship. Manufacturer guarantees the quality of workmanship and materials. If there is a quality related problem, all returns require a Return Authorization Number and must be reported within 5 days after receipt of product. If the customer returns a product due to wrong size or cancellation after ship date, the customer is responsible for freight costs. Any product returned for any reason other than quality is subject to a 15% handling charge and items must be returned in condition for resale. NOTE: Shipper is responsible for shipping damage.

Note: It may be difficult to visualize the accurate size and weight of our products from the pictures on our website and catalog. Therefore, our website provides the dimensions and weights for all our bigger items, so we ask that customers take the time to be fully educated about the product size and weight before they purchase.

Angelical Cat Company will not be responsible for the UPS or freight cost incurred in returning an item to us.

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