FAQ
Q: Is Crestnovaer cat tree suitable for all cats? What if my cat is timid?
A: Yes! We fully consider the differences in size and personality of different cats and have designed multiple specifications and styles. For timid cats or kittens, we recommend starting with a lower-height basic model to help them adapt. All cat trees feature a stable base design, allowing cats to feel safe while exploring. You can place the cat tree in a corner where your cat frequently stays, and put a familiar blanket on it to help build their confidence gradually.
Q: How long will it take to receive my order?
A: Orders are processed within 1-3 business days. Standard shipping within the U.S. typically takes 3-7 business days, while international orders may require 7-21 business days depending on customs and destination. We will provide you with complete shipping information so you can track your order status at any time.
Q: Can I track my order?
A: Of course! Once your order is shipped, you will receive an email containing a tracking number. You can use this number at any time to check the latest location of your package through the carrier's website. If you have any logistics-related questions, our customer service team is always available to assist you.
Q: Is this cat tree easy to clean? What about cat shedding?
A: We understand the cleaning needs of pet-owning families. Crestnovaer cat trees feature removable, machine-washable cushions for easy regular cleaning. For the solid wood frame and sisal poles, simply use a vacuum cleaner to remove surface fur, or wipe with a slightly damp soft cloth to keep them clean. We recommend simple cleaning once a week and deep cleaning once a month to keep your cat tree looking like new.
Q: What should I do if my item arrives damaged or defective?
A: Please contact us by email within 7 days of receiving your order at service@crestnovaervip.com, attaching photos of the product issue and your order number. We will immediately arrange a replacement or full refund. We carefully package every product to ensure they arrive at your home in perfect condition.
Q: Do you offer international shipping?
A: Yes, we offer worldwide shipping, allowing cats around the world to have their own designer territory. Please note that depending on the destination country, customs duties, import taxes, or other fees may apply, and these are the responsibility of the customer. We recommend checking your local customs policies before ordering.
Q: Is this cat tree easy to install? Do I need to purchase additional tools?
A: Very easy! Every Crestnovaer cat tree comes with clear installation instructions and all necessary installation tools. The modular design makes assembly simple and intuitive, typically taking just 15-30 minutes to complete. If you encounter any issues during installation, we also provide video tutorials and online customer service guidance to ensure you complete the installation with ease.
Q: Can I cancel or modify my order?
A: Since our cat trees are custom-made products, orders can be canceled within 2 business days before shipment. Once an order enters the production processing stage, it cannot be canceled or modified. If you have any questions, please contact us immediately by email or phone, and we will do our best to assist you.
Q: Does this cat tree have an odor? What if my cat is sensitive to smells?
A: Crestnovaer cat trees are made from natural solid wood and eco-friendly materials. When first unpacked, you may notice a subtle natural scent of raw wood or plant sisal, which is normal and will completely dissipate after 1-2 days of ventilation. All materials have undergone safety testing and contain no chemicals such as formaldehyde. If you are particularly sensitive to smells, we recommend placing the product in a ventilated area for one day before allowing your cat to use it.
For personalized recommendations, feel free to contact us anytime. We'll recommend the most suitable style based on your cat's age, personality, and home environment!