Frequently Asked Questions
Here is some of our most frequently asked questions. If your question doesn't show here, simply send us an email at contact@thecatden.com.au and one of the team will get back to you within 24 hours.
Contact
You can contact us by email at contact@thecatden.com.au
We aim to respond to every email within 24 hours.
Product Tips
Helping your cat get used to their new tree!
Some cats can take a bit of getting used to their new cat tower, this is entirely normal. However, theres a few ways you can help speed this process up.
- Use Feliway spray in or around the tower to make your cat feel more comfortable around the new item in your home
- Move the tower to an area in your home where your cat likes to spend a lot of time
- Promote positive reinforcement behaviour by using treats and toys to attract your cats attention to the new tower
Try not to force them onto it, as you know cats will do their own thing and in their own time. Once you find the perfect spot and have shown them what a great time the new tower can provide, it will be hard to get them away from it!
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at contact@thecatden.com.au Please note that returns will need to be sent to the address provided in the email we send back.
Pictures will also need to be sent to us showing condition of your items.
Shipping
We aim to ship all orders within 1-2 business days from time of order, from our warehouse based in Melbourne Australia. Below is an estimated time frame for delivery based on state.
- For VIC customers, 3 - 5 working days
- For NSW, SA, ACT customers, 4 - 8 working days
- For QLD, NT, WA, and TAS customers, 5 - 10 working days.
* The above time frames are estimates only, times can often be quicker or longer during peak seasons such as black friday, christmas etc.
The Cat Den
- Free delivery Australia wide!
- All orders are shipped with tracking and insured
- Free and easy returns
- Shop now pay later options available such as Afterpay & Zippay
- Pawesome prices and affordable for everyone
- Complete secure payments via Credit / Debit card or PayPal
Not only that, we are proud supporters of Australian cat charities! We donate a % of every sale towards multiple charities and shelters throughout Australia. These donations go towards things such as emegency surgery, vet bills, food and general running costs. When you purchase from The Cat Den, you're not just treating your own furbaby, you're saving a life of a cat in need.