When will you ship my purchase?
Shipping timeframes are as follows:
1 week for catnip, cat grass kits, and all toys.
Bulk
rope which is in stock is usually shipped in 2 weeks from processing your
payment . We try to update the bulk
rope page often, so please look at it carefully and ask us if you have
any questions. Shipping times on that page are updated as
our supply of sisal rope fluctuates, and are generally most accurate.
Our
shipping turnaround times on cat furniture and wrapped sisal posts are normally
2 weeks. On occasion a large volume of work on our production floor means
it will take somewhat longer than that. If we know this when we receive
your order, we will naturally tell you about it. In that event, normally
your credit card will not be charged until one week prior to shipping.
When
will I receive my purchase?
Unless
otherwise specified by us, most orders will leave our shop within 1-2 weeks
via UPS Ground. This service takes about 5 business days to get to the
west coast, 1-2 days close in. We ship toys and greens & larger items some
limited cases via USPS. And their service has proven to be cost effective, reliable,
and faster in some situations. If you place your order by mail, you should add
at least one week to these times (to allow your order to arrive in the mail and
for us to process your check payment). We rarely use Parcel Post. Honestly,
I have no idea how it can take so long. Perhaps the USPS has some routine for
these parcels that necessitates a long delay, but I am not aware of what this
is, and you might be sorry if you insist upon this method of shipment.
Although
we do not feature overnight or 2nd day service, UPS ground service and USPS First
Class Mail are surprisingly fast in nearby states. Often less than 24 hours, especially
for UPS within a certain shipping zone.
My
order seems to be taking too long. What's up with that?
If
there are any variances from this shipping policy due to unforseen or unavoidable
events, it is our policy to notify you as soon as it becomes evident that
your order will be delayed by one week or more. Typically, with
that notification, we'll provide a reason for the delay - and as honest and forthright
reason as we are able to give, at that.
Please
feel free to inquire
as to the status of your order. You are
certainly welcome to do this at any time.
We
have never had an order cancelled due to excessive delay beyond the plainly published
timeframeframe mentioned on this page. In other words, we are disclosing
here exactly what you can expect from us, and we've never had a customer cancel
an order because we have failed to abide by the guidelines laid out here.
Packaging:
Your
purchase is lovingly and painstakingly prepared for shipment in a strong container.
It is cushioned by ample quantities of packing material (usually wads of fresh
paper). And the container is closed and secured by lots of tape - top and bottom.
We want your package to get to you in the same shape we sent it out.
Please note that we do not enclose any paperwork, except for assembly directions,
where indicated. Your receipt is sent via e-mail.
Communication:
IMPORTANT:
PLEASE
adjust your mail filters
to allow mail from: 
If
you wish to receive e-mail communications about your order, you should take a
moment now to do this. Generally we do not participate in the type of security
measures set up by ISP's such as Earthlink, which bounce our e-mails back and
require a further step from us. So you'll want to put this address on your
"allowed" list now. |
Christmas crunch time:
During the online
crunch of the Christmas shopping season (early November through the end of the
year), we'll post a shipping policy with a longer timeframe. This is the only
predictable spike in demand for our output (while there is no spike in the supply
of experienced labor).
What e-mails
do you send concerning my order?
After
your place your order, you will receive two replies. You will receive an
automatic reply from our secure shopping cart which is just a quick
response from our system that your order has been received. Then you will receive
a personal reply which will give you a bit more specific information
about your order, which will then have been added into our production and shipping
schedules. It will also clearly state when we expect to ship your purchase to
you. From time to time, due to human error, we do neglect to send this notification.
If you do not receive this confirmation from us within a day or so, please
let us know. It does not necessarily mean that your order hasn't been
entered, but please just do this to gently remind us to get our act together and
stop loafing.
| OUR MAILING LIST You
are asked on your order form (displayed by our secure shopping cart)
if we may add you to our mailing list. Historically, we've sent no more than
one advertisement per year, announcing the rollout of a new year's designs. We
also marked our 20th & 25th anniversaries with a sale, and would most likely
do this again on our 30th year (I have already determined that I can't retire,
so yes, there will be a 30th year). These very occasional mailings offer significant
and exclusive savings to those who have purchased from us in the past. We
would appreciate you opting in on this list, which is guarded by exactly one person
here & never shared with others. Never means never. Not ever. You can
say no to being added to this at any time, including when you place your first
order. There is also a "remove me" link included with these e-mails. |
After
your personal confirmation, there is only one more e-mail that you will get from
us, since we never send spam (defined here as unsolicited advertising). You will
receive this one e-mail from us as soon as we have shipped your purchase. It will
say when your order was shipped, and it will contain a note of thanks.
When you read the words "thank you," please know that it means that we are grateful
to get your business, and happy that your pet will have the pleasure of using
our expertly crafted product. It also means that we care very much to see that
you will receive your purchase in a reasonable time, and that the quality of the
entire transaction has exceeded your expectations.
