FAQ - frequently asked questions
Shipping & Delivery
What shipping options are available?
We ship climate-friendly with DHL GoGreen. Your order will be packed quickly – orders placed before 12:00 PM usually leave our warehouse the same day and typically arrive within 2-4 business days.
Where is my Catclusive delivery?
Once your order has been shipped, you'll receive a tracking number via email that you can use to track your delivery at any time. If you haven't received a tracking number, please contact us – we'll help you quickly.
Do delivery and returns cost anything?
Shipping is free within Germany!
Shipping within the EU costs 17.49€.
Shipping for third countries is 34.99€.
Returns are generally possible, but the customer bears the costs.
What can I do if I ordered to the wrong address?
If you have provided an incorrect delivery address, please contact us within one hour of placing your order via our contact form, email, or phone. If your order hasn't been shipped yet, we'll be happy to update the address for you.
I received a damaged package.
We're sorry! If your package arrives damaged, please contact us immediately – by email, phone, or using our contact form. We'll quickly and reliably find a suitable solution.
I received an item that I did not order.
We're sorry about that! Please contact us directly by email, phone, or using our contact form. We'll investigate the case as quickly as possible and ensure you receive the correct item.
Change or cancel order.
You can change or cancel your order within one hour of purchase. Just contact us quickly via our contact form or by email, and we'll take care of it personally.
Which countries does Catclusive ship to?
We deliver to almost all countries within the EU, Italy, Sweden, Spain, Poland and Portugal are currently excluded.
Liechtenstein and Switzerland are currently available as third countries.
We are constantly working to expand our offering to additional countries and marketplaces.
Tip: Subscribe to our newsletter to be the first to know when we ship to new countries.
Return & Refund
What warranty and complaint options does Catclusive offer?
If you don't like your product, you can easily return it within 30 days – without giving a reason. If your item arrives damaged, please contact our customer support directly. We'll quickly find a solution that suits you.
How does the exchange and return process work at Catclusive?
If you would like to return or exchange an item, please contact us first. You can then return the products to our warehouse.
Please note: The return label is not included – shipping is at your own expense. We recommend insured shipping with DHL to ensure your package arrives safely.
Upon receipt, we will carefully check the condition of the items and refund you within 5-10 business days.
How does the refund of my purchase amount work?
Once your return has been received and inspected at our warehouse, we will refund your purchase amount to your original payment method within 5–10 business days. Our customer support team is available to assist you with any questions.
Can I return multiple orders together?
Yes, you can return multiple orders in one package. Please contact us beforehand and provide both order numbers. This way, we can quickly and correctly allocate your return.
Do I have to pay shipping costs if I return an item?
Yes, shipping costs for returns are currently borne by the customer. We recommend insured shipping with tracking to ensure your return arrives safely.
payment
When will my return be refunded?
Once we receive and inspect your return, your refund will be processed within 5-10 business days using your original payment method. You will receive an email confirmation once the refund has been processed.
How do I get a copy of my invoice?
Your invoice will be sent automatically by email once your order is complete. If you haven't received it, just contact us – we'll be happy to send you a copy.
What payment methods are available?
You can pay securely and conveniently with us – with PayPal, Klarna, Shop Pay, debit or credit card, Apple Pay, or Google Pay. Simply choose the payment method that suits you best.
My customer account
How can I subscribe or unsubscribe from the newsletter?
You can easily unsubscribe using the link at the end of each newsletter email or by contacting us via the contact form or email.
Please note: Even after unsubscribing from the newsletter you will receive
continue to receive important emails about your orders – for example
Order confirmations or shipment tracking.
How do I get a return label?
Since the return shipping costs are borne by the customer, we currently do not provide a prepaid return label. You are free to choose your shipping provider – we recommend insured shipping with DHL to ensure your package arrives safely.
How do I change my password, email, or name?
You can easily change your personal information yourself. To do so, log in to your Catclusive customer account and select the relevant fields in the "Account Details" section—e.g., password, email address, or name. If you need help, our customer support is always available to assist you.
How can I delete my customer account?
If you would like to delete your customer account, please contact us by email or using our contact form. For data protection reasons (GDPR), deletion is not possible over the phone.
Our products
How are our products cleaned?
Scratching posts:
The removable covers of our cat trees are hand-washable. Additional information about temperature and warnings can be found in our instruction manual.
You can easily clean all other fabric parts with a vacuum cleaner or a lint roller.
I'm having problems setting it up and can't get any further.
If the instruction manual is not enough for you, you can watch our assembly video, where the tree is assembled step by step.
What materials are used?
We use only environmentally friendly materials for our products and have them tested regularly. This ensures the highest possible safety for both animals and humans.
sustainability
Shipping with DHL GoGreen!
DHL GoGreen 🌿 is DHL's climate protection program, which offsets CO₂ emissions generated during shipping through investments in global environmental and climate protection projects. The goal is to make shipping more sustainable and reduce the ecological footprint.
What environmentally friendly packaging does Catclusive use?
We use plastic-free packaging made from recycled or renewable materials. Each box is designed to save space and can be reused—for example, as a cat house, as described in the instruction manual.
We reduce packaging materials to protect our environment.
Our goal is to use packaging materials as sparingly as possible and reduce the amount of plastic to a minimum. That's why we ship our products securely in the product box – without any additional shipping carton. This way, we conserve resources 🍃 and together contribute to a livable future.