Shipping, Returns, and Warranty

Last update: March 5th, 2025

US & Canada Shipping

Shipping is FREE within the contiguous USA and within Canada (excluding Yukon, Nunavut, and Northwest Territories). 

International Shipping

Shipping will be calculated at checkout. If you cannot calculate the shipping cost at checkout, please reach out to support at meow@katpole.com for assistance. 

ALL International buyers are responsible for import taxes / duties and the full cost of shipping both ways if an item is returned. Please note that we are not responsible for any tariffs, import duties, or any fees incurred for importing.

100 Day Risk Free Trial

If you or your cat(s) don’t like it, we will gladly accept a return for a full refund within 100 days of delivery within the contiguous USA or Canada (excluding Yukon, Nunavut, and Northwest Territories).*

We will work with you to make sure you are satisfied with your Katpole – if you are not satisfied with the product, neither are we! Please give us the chance to work with you to find a resolution by filling out the contact form with the description of the issue along with pictures if necessary. We might be able to resolve it by sending you a replacement part! 

If you would still like to proceed with a return, let us know within 100 days and we will send over a return label. Please repack your product in the original packaging (if possible), paste the label on the box, and bring it to your local FedEx or USPS/Canada Post.

Once the return is received, we will inspect the product and issue a FULL refund. Please allow 3-5 business days for us to inspect and process the return before issuing your refund. Returns will not be allowed more than 100 days after delivery.

Please note we reserve the right to deny any refunds if deemed appropriate. If the product is damaged upon return, we have the right to charge the cost to repair the damages.

*If you are outside these areas, you will need to pay for your own shipping label back to either our US or Canada warehouse.

10 Year Warranty

All Katpoles are covered under a ten (10) year warranty. The warranty covers product defects and manufacturing errors. If you encounter any functional defects within ten years of receiving the product, please let us know and we will work with you to resolve the issue, such as sending replacement parts or units. Proof of defect in form photos and/or videos may be required. 

Warranty does not cover standard wear and tear. For greater clarity, standard wear and tear would include damage to carpets and chips and scratches on any modules after being used by cats. Scratch carpets and hammocks are expected to wear out eventually and replacements are available for sale; they are only covered by warranty for defects/manufacturing errors that make stop them from being used as intended from when initially received (e.g., if they do not attach to the unit properly).

Method of resolution is subject to Katpole’s discretion and may not result in full replacement of the unit.