Welcome to Catry Support Page

How can we help you?

Order related, product related, or customer service related?

Have a question, suggestion, or want to say hi to our team at Catry? We’d love to hear from you! Please send us an email at customerservice@catrygroup.com with your notes and contact information and we will assist you within 24 hours.

Catry is dedicated to providing the best cat furniture that you and your feline companion will experience, and we are committed to guaranteeing satisfaction! If you aren’t completely happy with your purchase, please reach out to us and we’ll find a solution for you.

We can assist you with many different inquiries, including but not limited to order, product details, shipping, and customer service questions.

Free Replacement Parts
Parts get ripped, but is the whole cat tree still in good condition? We provide complimentary parts if your product is under warranty with proof of purchase (6 months from date of purchase).
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*Exclusions apply, after we evaluate your request, we will determine if free replacement parts are approved*
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Send us an email with the following:
customerservice@catrygroup.com
1. Picture of your receipt/proof of purchase form.
2. Provide us with the name of your product/SKU number. A picture works if you don't know the name/SKU!
3. Pictures of the damaged part(s).
4. Address so we can send you the replacement part(s) after approval.
Discounted Replacement Parts
Receive discounted replacement parts if it's been more than 6 months but less than a year from the date of purchase. With proof of receipt and a picture of the damaged part(s).
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*Exclusions apply, after we evaluate your request, we will determine if discounted replacement parts are approved*
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Send us an email with the following:
customerservice@catrygroup.com
1. Picture of your receipt/proof of purchase form.
2. Provide us with the name of your product/SKU number. A picture works if you don't know the name/SKU!
3. Pictures of the damaged part(s).
4. Address so we can send you the replacement part after approval/payment.
Purchase Replacement Parts
If it‘s been longer than a year since you purchased your cat tree, we offer replacement parts for purchase.
Visit our replacement parts page to see if the parts you need are listed!
Replacement Parts

If the part you need isn't listed contact us through email to see if we have parts available.
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Send us an email with the following:
customerservice@catrygroup.com
1. Send us the name/SKU of the product so we can identify it. A picture works if you don't know the name/SKU!
2. Let us know the part number you need or send a picture of it.
3. Send us your address.
Have a hard time assembling?
We also have assembly videos for many of our products to assist your during the building process.
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Simply go to our Assembly Videos
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If you need more assistance our customer service team could help. You can call us during normal business hours to get live help from our expert.
Need to Return/Exchange an Item?
We understand that you may change your mind, we are help to make the process as easy as possible. Just send us an email letting us know if you'd like to return or exchange an item.
~ Within 30 days from date of purchase~

RETURN & SHIPPING POLICIES

30-Day Free Returns

If you and your cat are unsatisfied, we would love to hear your concerns and create a resolution!

Please contact us within 30 days at CustomerService@CatryGroup.com with your order number, proof of purchase, the SKU(s) of the product, and a description of the issue, along with pictures if necessary.

If you would like to continue with a return, please let us know within 30 days and we will send a return label. Please repack your product in the original packaging (if possible), attach the label to the box, and bring it to your local USPS or FedEx. Once we receive the return, we will inspect the product, and issue a FULL refund. Please allow us 3-5 business days to inspect and process the return before issuing your refund.

Returns will not be allowed after 30 days unless an extension is granted.

Exchanges

We apologize If you encounter any functional defects. Please let us know and we will work with you to resolve the issue. If you need to exchange it for the same item within 30 days of purchase, send us an email at CustomerService@CatryGroup.com. Please provide photos and/or videos of the defect so we may inspect it.

Shipping

Free shipping for all Continental U.S. orders over $100!
Orders will be shipped out within 1 business day via FedEx or UPS.
P.O. boxes, APO, FPO, and Non-Continental U.S. addresses are not eligible for shipping.

The customer will be responsible for all expedited shipping costs. Shipping will be calculated at checkout! If you cannot calculate the shipping cost at checkout, please reach out to support at CustomerService@CatryGroup.com for assistance.

Use code: FreeShip100 for free shipping on all Continental U.S. orders over $100

General Questions

I did not receive my package, what should I do?

Please check if the package delivered to your back yard or neighbors by mistake.

If you already checked, please send us an email with your order number and your address, we will get back to you with a solution ASAP.