FAQ

Ordering


How do I place an order online?

Easily, just add your favourite items to the shopping cart, at checkout we need your name, address, telephone number, and payment details.

Can I place an order by phone?

Yes, simply call us on 0115 824-8283, tell us which product you like, and in which colour.
We will ask for your full name, address, telephone number, and bank details.
Make sure you have your bank details in hand.

What are my payment options?

Orders can be placed online using Visa, MasterCard, American Express or Discover Cards or PayPal account, or pay the postman in cash (telephone orders only). We don’t accept checks.

Do you charge sales tax?

There is no sales tax.

Guarantee

All our products are coming with 3 years’ guarantee, and 30 days money-back guarantee!
The guarantee is void if any of the following occurs
- Misuse of the product.
- Improper assembly of product.
- Not following the instructions and notes of this booklet.
- Improperly securing safety accessories.
Guarantee does not cover the following
- scratch damage on ropes.
Guarantee does cover the following
- Any part of the product is broken or damaged during use strictly by the cat or kitten.

Conditions of the 30 days’ money-back guarantee

The 30 days’ money-back guarantee covers anything, but you must return the product the way you received it.
Acceptable condition
- Damaged box and packaging.
- The product itself must be in resalable condition.
Unacceptable condition
- If the product smells.
- If the posts had been scratched by a cat, kitten or any other animal.
- Damage to the product by the costumer.
- Not following this leaflet fully.

Am I able to assemble the item?

Yes, we provide a printed form of user manual with all of our products, there also available online, to view or to download.
The assembly is usually easy, for some tall and heavy items, you need to drill holes to secure the furniture.
We include all the bits you need, except the drill.
Please read the manual of your specific item to know how to assemble it, follow our step by step guide, after you have read the booklet.

I have lost the manual, what can I do?

We provide a printed form of user manual with all of our products, if you have lost yours we can send a replacement for 5 pounds, there also available online, to view, download and print.
Give us a call if you would like us to send a replacement, make sure you know the name of the purchased item.

Order Tracking & Updates


How will I know if you received my order?

You will receive an email confirmation after you place the order. If there is a problem with your order, you will be contacted via telephone if possible or email on the same or the next business day.

How can I make changes or cancel my order?

Yes, you need to email us on info@petfixdesigns.co.uk or call us on 0115 824-8283, make sure you have the following in hand, the name of the product, the date of purchase, the address to post the product, and the name of the recipient.
It`s better to callus on the phone, as your enquiry will be processed quicker.
We will aim to resolve the problem, instead of processing the cancellation, please be open to offers.

What if my order is undeliverable?

If the Shipping company is unable to deliver your order due to an incorrect address, the order will be returned to us. The customer is responsible for any fees charged by the shipping company for the return of the package.

Do you have a printed catalogue?

Yes, you can request a free copy, by visiting https://petfixdesigns.co.uk/control_panel/test_site_desk/catalog.
You will be required to enter your name, telephone number and postal address.

Are online transactions on your site secure?

Yes, it`s so secure that is not actually happening on our website.
We use a service provided PayPal, to process transactions, PayPal has one of the strongest security in the world.

How do you use my contact information?

We request your email address and postal address with your name to send you offers and new products. We never rent or sell your contact information to anybody, for anything. Read our Privacy Policy.

Delivery

When will I receive the item?

In order to offer you the widest selection of cat furniture, pet houses, and beds, we need some time to manufacture these products. We usually ship with UPS 48 hrs so it will take 5-15 working days to get the product to your door, we will inform you if we can`t keep our promise.
You will find delivery information on the description page of each item, and in the Delivery information page.

Do you ship to PO Boxes?

Unfortunately, we cannot ship to PO Boxes. The orders ship via UPS.
It is required to have a physical address for delivery.

Do you ship internationally?

At this time, we do ship only to United Kingdom.

Returns and Exchanges

What if I want to return the received item?

We pride ourselves on carrying high-quality items, but we understand sometimes the customers are not happy with their purchases. If, for some reason, you are not satisfied with your purchase, please call us on 0115 824-8283 and we will guide you trough the return process.
Please read our return policy.

What if I want to exchange the received item?

If you would like to exchange received item, you need to meet the conditions of our Return Policy.

What if I receive a defective or damaged item?

Please inspect the item carefully when you receive your order. If there are any damages or item is defective, please email us immediately at info@petfixdesigns.co.uk or call us on 0115 824-8283. Please, DO NOT ACCEPT a package with visible damage.

What if you shipped a wrong item?

We try our best to fill all orders correctly. However, we can make a mistake and send you an item you did not order. If you receive an incorrect item, we will replace it with the correct one.
If your question is not answered here, please contact us at info@petfixdesigns.co.uk or give us a call on 0115 824-8283.
Thank you!
The Pet Fix Designs family.