FAQs

Once your order is placed, processing typically takes 3-5 business days. You will receive a confirmation email once your order has been shipped, along with tracking information. 

 

👀 Can I track my order?

Yes! Once your order ships, you will receive a tracking number via email. You can easily monitor your package's progress by clicking the "Track Your Order" link in the email. Alternatively, you can visit our order status tracker page, enter your order number, and check the delivery status anytime.

 

📬 Why did I receive separate packages for my order?

To keep shipping costs low and ensure your items arrive safely, larger orders may be divided into multiple shipments. If you’ve received part of your order and noticed some items are missing, don't worry—they’re on their way! You can reach out to our support team here for additional tracking information on the remaining items.

 

🛠 What if my item arrives damaged or defective?

If your item arrives damaged or is defective, please contact us within 14 days of delivery. Please provide our team with the order number, details of the issue, and any relevant photos. We will guide you through the next steps of the process and provide further instructions. 

 

↩️ Do you accept returns or exchanges?

We accept returns and exchanges under the following circumstances:

• If the incorrect item was shipped.
• If the product is damaged or defective upon receipt.

Please contact us within 14 days of receiving your order to initiate a return or exchange. Items must be returned in their original condition. Due to hygiene reasons, we’re unable to accept returns for any other reason, including if your cat isn't a fan—after all, every cat has their own unique personality!

If you qualify for a return or exchange, we will cover the shipping costs. For more details, feel free to reach out to us here.

 

🚫 Can I cancel or modify my order?

We can only cancel or modify an order if it hasn’t been processed yet. Please reach out to us as soon as possible if you need to make changes to your order.

 

💧 How do I care for my product?

Care instructions vary depending on the product. Most of our beds and accessories are machine washable on a gentle cycle. If you have any questions about a specific item, please reach out and we'll be glad to help!

 

💬 How do I contact customer support?

If you have any questions or concerns, feel free to email us at hello@catcocoon.com and we'll get back to you as soon as possible!