Trixie Pet Lucano Cat Tower Scratching Post Cream

**To our wonderful and valuable pet parents and customers:
Due to the holidays, having limited staffing , we currently have very limited live customer service hours.

Please be patient with us and kindly expect a delay in customer service response time and order processing.
We will do our best to prioritize express orders, please request in advance or by emailing our team at orders@careaboutmypet.com for up-to-date order information.
We make every attempt to respond to messages within 48-72 business hours.
Please note that messages and our phone support are not checked and monitored on the weekends or holidays.

Thank you for your support, patience and understanding during these challenging times. Thank you! - The Care About My Pet Team

Frequently Asked Questions 

Question: Are processing and shipping times affected during the COVID19 Pandemic?

Answer: Yes. Due to the current Pandemic, customer support wait times, order processing and deliveries may be longer than usual. We are working around the clock to ensure availability on all of our products. FedEx ,UPS and USPS may also have some delays during this crisis and the holidays.

Question: How do I place an order?

Answer: After you've discovered an item you'd like to purchase, click on the order button on the product website's page. Make sure you follow after the guidelines on the order page. In the event that you are requesting more than one item, please utilize our "add to cart" and "order quantity" feature. In-stock goods are usually shipped within 1-3 business days after we get the order request. 

Question: What types of payment do you accept?

Answer: We accept the following payment methods: Visa, MasterCard, Discover, American Express, Diners Club, JCB International Card, and in addition Paypal, Google Pay, iPay, Amazon Pay, Venmo.

Question: Which shipping services do you use?

Answer: We partner with all major shipping providers to get your products to you as safely and as fast as possible. The most common shipping providers we use are UPS, FEDEX,USPS. If you have a preference to which provider you would like us to use, please mention it at checkout in the "note to seller" section. We will be happy to accommodate your request!

Question: What does shipping cost?

Answer: 

We are happy to offer free shipping on orders over $49*. Restrictions Apply.

Free shipping applies to only orders that are shipped domestically within the lower 47 states of the United States and weigh less than 25 pounds. If ordering in bulk, or items are overweight/ oversized/ or require freight shipping, additional shipping fees may apply and will be noted at checkout.

Free shipping on orders over $49* apply to the lower 48 states except Alaska, Hawaii and Puerto Rico. Select products are available for shipping in AL,HI,and PR upon request. If you live in Alaska, Hawaii, or Alaska, please inquire about a product before ordering.

Question: Do you ship internationally?

 Answer: We currently don't ship outside of the U.S., but are working on it.

Question: What is your return policy?

Answer: If you're not satisfied with an item that you purchased, you can initiate a return within 30 days after deliver for a refund as long as the item is in its original condition and packaging. Rules and restrictions apply to what product will be refundable.  (*Please see our return policy for more details)

Items that have been used or modified in any way may not be returned. Orders returned, for reason other than a defective item (upon receiving) are subject to a restocking fee that is equal to 30% of the price of your order. You (the buyer) are responsible for any return freight ( shipping) costs for BOTH directions ( from the warehouse to you and back to the warehouse). The purchase price minus these fees and costs will then be refunded to you when the warehouse processes your item ( product must be returned within 30 days, new, unused and in its original packaging). Refunds will only be issued to the original credit card that you used when placing your order. Orders cancelled later than 12 hours after purchase are subject to a 18% cancellation administration fee.

Please make sure to measure the necessary space requirements, etc. before purchasing! After 30 days, we will help administer a return only if the item is damaged and still under manufacturer's warranty. The manufacturer's warranties vary from 1-3 years depending on the company.

 Custom Made Products and Products Made To Order are non-refundable.

Question: What if the product I ordered is damaged when I receive it?

Answer: After you receive your order and open the packaging, inspect your order when it arrives within the first 24-48 hours. If you notice any damage you should make note of it when signing for delivery. If your item(s) do arrive damaged, please send 3-5 photos including multiple angles of the damaged area to support@careaboutmypet.com  and we will help with filing and processing a claim on your behalf.

Note that the option to report damage claims is only available for 5 days after delivery.

Question: What if I found an item you sell cheaper on another website, do you price match that?

Answer: No, we currently do not offer price matching with our online competitors, physical stores, warehouses, auctioning sites, distributors, or liquidation site such as Amazon, ebay, overstock.com, Wayfair, etc. 

Question: Are there any discounts offered for higher priced items?

Answer: We offer different deals throughout the year. Please visit our "DEALS" page found at the top of our home page.

Question: My credit card was declined while I was purchasing an item, what can I do?

Answer: Regarding your credit card information, our order processing system is very sensitive when validating credit card information. Review again the credit card information you are entering at checkout, making sure the name, credit card number, expiration date, and zip code match exactly with what is on your credit card and the information on file with your credit card company and then try to resend your order request again through our store.

It would also be recommended to contact your credit card company to see if there is anything wrong with your account.

Another option would be to use another payment option of your choice. We offer other payment options at checkout such as Paypal Express Pay, Google or Apple Pay and we have just added Amazon Pay to our store's list of verified payment options. These are very easy to use and work very well to instantly process a payment for online orders.

If you need any other further assistance, we will be happy to assist you. Please call our U.S. based Customer Support Team at 1(844)738-7529 or you can email us at support@careaboutmypet.com.