Frequently Asked Questions

 

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Shipping and Handling Chart

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Address:
Cat Claws, Inc.
900 West Church Street
P.O. Box 1001
Morrilton, Arkansas (AR) 72110
phone: 501-354-5015
fax: 501-354-4843
ORDER Toll-free: 1-800-783-0977
Email

Hours:
Monday - Friday 8:00 am to 4:30 pm
(Central Standard Time)
Closed on Saturday & Sunday


Customer Comment emailed to us by C. D.: "One big reason I like your catalog is its warmth. Let me explain. Several years ago when making my first Cat Claws purchase at Christmas time by phone (no email!), the person who took my order was wonderful. We were talking about catalog shopping, and I mentioned I had lost the phone number to a catalog I wanted to order from. It wasn't pet-related -- clothes or something. She said, "Oh, I think I have that one" and provided me with the 800 number. What service! She made me feel like she was someone I knew, and I loved that 'homey' feeling I got about your company."


Money Back Guarantee: If not entirely satisfied for any reason, return merchandise within 45 days for refund less shipping and handling. satisfaction guaranteed



RETURNS:
If you need to return an item for a refund or exchange, please do so within 45 days. We will refund your purchase price. Ship the item back to us using the least expensive method available. Customers are responsible for return shipping costs. Don't forget to enclose a note (or better yet, a copy of your packing list) and tell us what's wrong and what we need to do to make it right. Remember to write down your name, address, and credit card number especially if you want a refund as a credit on your card.


STANDARD SHIPPING & HANDLING RATES:
Order Sub-Total Add
$0.01 to $25.00 ......................$8.95
$25.01 to $35.00 ....................$10.95
$35.01 to $50.00 ....................$12.95
$50.01 to $70.00 ....................$14.95
$70.01 to $90.00 ....................$16.95
$90.01 or more .......................$18.95

Delivery Time:
Please allow 2 to 3 weeks for delivery of in-stock items. This is Standard Shipping, and the rates are printed in the chart above. See Express Shipping rates below.

EXPRESS SHIPPING & HANDLING RATES:
Express Shipping is available for an additional $10.00 charge. Website customers who select the Express option must submit their online orders on weekdays by 1:00 pm CST for their orders to be processed and shipped the following business day. Delivery is 4 to 6 weekdays. Orders are not shipped on Saturdays and Sundays. Exclusions from Express Shipping are as follows: Peacock Feathers, all cat trees, personalized items, and any item that is currently out of stock cannot be shipped Express.

SHIPPING OUTSIDE THE LOWER 48 STATES: Standard Shipping and Express Shipping are available only for orders shipped to addresses within the continental US. Orders shipped to addresses in Alaska, Hawaii, and other addresses outside of the contigous 48 states will incur an additional shipping & handling charge. This charge is based on package weight and dimensions, please email us at meow@catclaws.com for the shipping & handling rate.

Orders are not shipped on Saturdays and Sundays. This applies to both Standard and Express shipping options.

SEPARATE PACKAGES: Separate packages are shipped at the same time, but it is not unusual for the packages to arrive days apart. If you look on the outside of your packages, you'll see a sticker stating the number of separate packages that made up the whole shipment. Also, you can read your packing list for helpful information. Please allow time to receive the separate packages.

Our delivery time is stated as 2 to 3 weeks. Most packages will arrive before that, but you have to allow the full delivery time before the shipment is classified as late.


Customer Comment from P.S., Boxborough, Massachusetts: "I'm impressed with the great customer service you're providing! ... so many people seem to ignore customer emails! ... Shouldn't be that way, but I've been increasingly aware of how little people seem to recognize the importance of responding to customers these days."


Credit Cards:
American Express, Discover, MasterCard, Visa, and PayPal are accepted through our secure online catalog order form. You may also charge by phone 1-800-783-0977 or fax 501-354-4843.

Checks and Money Orders: If sending your order by mail (see our address above), we accept checks and/or money orders made payable to Cat Claws, Inc. If you prefer to pay for your website order with a check or money order, simply print a copy of your "Checkout" page and mail it to Cat Claws, Inc. with your payment. We must receive your payment by mail before we ship you the merchandise ordered.

COD Orders:
Sorry, no COD orders.


International Orders:
Orders are shipped only to US addresses. International orders require extra shipping costs. Please email or call to inquire.

Health Pride Pty Ltd
Locked Bag 5
Terrey Hills NSW
2084
Australia
1-800-121-821


SALES TAX:
Unless you live in Arkansas, your sales tax is always zero.


BONUS BUYS:
• If you don't specifically choose your Bonus Buy(s) and "Add to Cart," we don't automatically do it for you, because some people don't want them.
• If you just placed your order and forgot to put the Bonus Buy(s) in your cart, contact us by phone or email immediately, and we will gladly add them on for you. You must contact us before your order ships!
• If you add a Bonus Buy to your cart without meeting the minimum order subtotal to qualify for it, it will not be sent, even though it may show up on your order confirmation.


NEW PRODUCT SUBMISSIONS:
Please send new product information to:
Marketing Dept.
Cat Claws Inc.
900 West Church Street
Morrilton, AR 72110


Frequently Asked Customer Service Questions:
Why does the website keep changing colors?
Is Your Website Secure?
What are your shipping and handling rates?
What are your delivery times?
Can I get "Express" delivery?
Can you ship my order to another country?
Where do I get a COUPON CODE to enter at the checkout?
Why didn't I get the "Bonus Buy(s)" at the checkout?
I just submitted my order, and I forgot an item!
When will I get my shipment?
I received one of my packages, but I'm still waiting on the rest of my order.
Something is missing from my order.
I've been waiting a while, and I still don't have my order.
I received a wrong item.
I received a damaged or broken item.
The product I ordered isn't what I expected.
How do I return something?
Why do I get a message about your certificate being expired?


What are your shipping and handling rates?

Standard Shipping & Handling Rates:
Order Sub-Total....................... Add
$0.01 to $25.00 .....................$8.95
$25.01 to $35.00 ...................$10.95
$35.01 to $50.00 ...................$12.95
$50.01 to $70.00 ...................$14.95
$70.01 to $90.00 ...................$16.95
$90.01 or more ......................$18.95


What are your delivery times?

Please allow 2 to 3 weeks for delivery of in-stock items. This is Standard shipping, and the rates are printed in the chart directly above. (See Express shipping rates and information directly below.)
SEE ALSO: When will I get my shipment?


Can I get "Express" delivery?

Express shipping is available for an additional $10.00 charge. (The $10.00 is in addition to our Standard Shipping & Handling rates.)

Delivery is 4 to 6 weekdays. (Delivery time will be about 4 weekdays for destinations nearer to Arkansas; shipping to destinations on the East or West Coast can take up to 6 weekdays.)

No orders are shipped on Saturdays and Sundays.

Website customers who select the Express option must submit their online orders on weekdays by 1:00 pm CST for their orders to be processed and shipped the following business day.

Exclusions from Express Shipping are as follows: Peacock Feathers, all cat trees, personalized items, and any item that is currently out of stock. Express shipping is not available to PO Boxes. Express shipping is not available to any destination outside of the contiguous (lower 48) United States.


Can you ship my order to another country?

No, We do not ship to other countries.


Where do I get a COUPON CODE to enter at the checkout?

Coupon Codes are announced in our email newsletters. We send our "Cat Claws e-Newsletters" by email each Friday. Customers who have asked to receive email from us are informed of special offers and discounts which are available only to them. If there is a coupon in the newsletter, it can be for a storewide sale or for a dollar or two off an advertised item. If you would like to get on our email list, please sign up here.


Why didn't I get the "Bonus Buy(s)" at the checkout?

The Bonus Buys aren't automatically added to your cart. You must visit the page of Bonus Buys and make your selections. If you don't specifically choose your Bonus Items we don't automatically do it for you, because some people don't want them.

If you just placed your order and forgot to put the Bonus Buy in your cart, contact us by phone or email immediately, and we will gladly add them on for you. You must contact us before your order ships!

If you add a Bonus Buy to your cart without meeting the minimum order subtotal to qualify for it, it will not be sent, even though it may show up on your order confirmation.


I just submitted my order, and I forgot an item!

If you just placed your order and forgot to put a desired item in your cart, contact us by phone or email immediately, and we will gladly add it on for you.

Please contact us promptly, before your order ships!


When will I get my shipment?

Standard delivery of in-stock items is 2 to 3 weeks, or 10 to 14 business days. Orders are not shipped on Saturdays and Sundays. Holidays and weekends are not counted as "business days."

Most packages arrive well within this stated delivery time, but you have to allow the full delivery time before the shipment is classified as "late."

Packages are shipped through a variety of carriers. We send packages through the US Post Office and Federal Express (and sometimes UPS). Delivery time will vary somewhat depending on the carrier, the destination, and the size/shape of the package.

When your order is packed in our warehouse, the selection of the carrier is made by our warehouse personnel, based on the size, weight, and destination of the package.

SEE ALSO: Can I get "Express" delivery?


I received one of my packages, but I'm still waiting on the rest of my order.

A small order consisting of two or three light-weight items is usually shipped in a couple of brown envelopes. If your entire order consists of one or two Scratching Pads, plus a toy or two, we send the Scratching Pads separately, each with your address label affixed, and we send any accompanying small items in a brown envelope.

Even if the packages were shipped separately, they all leave our warehouse on the same date, provided no items were on back-order. However, it is not unusual for the envelopes to arrive days apart. If you look on the outside of your packages, you'll see a sticker stating the number of separate packages that made up the whole shipment. Also, you can read your packing list for helpful information.

If an item was on back-order, this will be noted on your packing slip with the letters "B-O," which stands for "Back Order." The back-ordered items will be sent to you as soon as they are available for shipping, and you don't have to resubmit an order for a back-ordered item.

Our delivery time is stated as 2 to 3 weeks. Most packages will arrive before that, but you have to allow the full delivery time before the shipment is classified as late.

SEE ALSO: When will I get my shipment?


Something is missing from my order.

First, please check your packing slip for any notes we may have written, like "B-O," meaning "backordered." Also, look for a sticker on the outside of the package which may say, "This is package one of two."

Second, remember to rummage through the packing material (like shredded newspaper) that was used to protect your items during shipping. It often happens that customers overlook an item which was hidden within the packing material.

If it looks like we've made an error in packing your order, please call us or email us, and we will investigate.


I've been waiting a while, and I still don't have my order.

If you have waited our full stated delivery time (SEE ALSO When will I get my shipment?), and you still have not received your order, please try the following tips which have helped lots of customers:

• Call your own local post office. Many times, we have asked customers to do this, and it will turn out that their package has been waiting for them at their post office -- in spite of the fact that no postcard was put into their mailboxes to notify them of this.

• Look on your back porch -- or on your front porch. It's happened before that Fed Ex or UPS will drop off a box at a customer's front door, but the box is never noticed because the homeowner uses only the side door or back door of the house!

• If you live in an apartment complex, please contact your apartment manager or the front office desk. Sometimes, a package will sit for days, unclaimed and undelivered, if the office manager doesn't make an effort to contact the recipient of the package. If these tips don't help you locate your order, please call us or email us so we can investigate the matter for you.


I received a wrong item.

Did we make a mistake in packing your order? For example, if you received the "Mango Wipes" when we ought to have shipped the "Relief Wipes," then please call or email us right away with the details of the problem so that we can correct our error.

If you ordered the item in error, and if you wish to return it to us for a refund or exchange, please re-pack the item and send it back with a copy of one of your packing slips. If you ordered the item in error, you would be responsible for the shipping cost to return the item.

It is very easy to click a wrong button or hit a wrong key when you are placing orders online. To avoid making a mistake on your web order, please check your shopping cart carefully on the screen before you submit your order. SEE ALSO: How do I return something?


I received a damaged item.

If something was broken or spilled during shipping, please call us or email us immediately.


The product I ordered isn't what I expected.

Of course, we want you and your cat to be completely satisfied. If you are not entirely satisfied for any reason, you may return the item(s) within 45 days for a refund, less shipping and handling. If you need assistance, please call us or email us so that we can help resolve the problem.

If you ordered the item in error, and if you wish to return it to us for a refund or exchange, please re-pack the item and send it back with a copy of one of your packing slips. If you ordered the item in error, you would be responsible for the shipping cost to return the item.

It is very easy to click a wrong button or hit a wrong key when you are placing orders online. To avoid making a mistake on your web order, please check your shopping cart carefully on the screen before you submit your order. SEE ALSO: How do I return something?


How do I return something?

If you need to return an item for a refund or exchange, please do so within 45 days.

We will refund your purchase price. Ship the item back to us using the least expensive method available. Customers are responsible for the return shipping costs.

Don't forget to enclose a note (or better yet, a copy of your packing list) and tell us what's wrong and what we need to do to make it right. Remember to write down your name, address, and credit card number especially if you want a refund as a credit on your card.

If you need assistance, please call us or email us so that we can help resolve the problem. Top


My web browser tells me your security certificate is expired.

That message is a generic error message which some users see when their browser (Internet Explorer, Netscape, or other) has a problem recognizing the date on our SSL certificate.

This is a common problem with older versions of browsers, which do not correctly process date information.

To solve this problem, simply upgrade your browser to a more recent version. Instructions for doing this can be found via the 'help' menu on your browser.

We keep our SSL certificate up-to-date at all times. Your transactions with CatClaws.com are always safe and secure.


Is your website secure?

Yes, CatClaws.com is tested and certified daily to pass the PCI Compliance Security Scan.

Once you use our shopping cart to goto the 'check out' page then your information is secured with a GoDaddy.com Web Server Certificate. Transactions on the site are protected with up to 256-bit Secure Sockets Layer encryption.

HACKER SAFE certified sites prevent over 99.9% of hacker crime.


Why does the website keep changing colors?

We change the colors of our website everytime a new catalog is released. It keeps browsing the website as familiar as browsing the catalog.