FREQUENTLY ASKED QUESTIONS
Frequently Asked Questions
ORDERS
How can I purchase Wildcat products?
We currently ship to US addresses in the lower 48 states, and will begin to ship to all US states in the near future. We currently sell our products exclusively via our website, but have plans to expand, to keep an eye out for us. We occasionally sell at pop-ups and events like CatCon and other craft and feline fairs, and usually share those via our social channels, so follow along to see if we’ll be in your area!
How much does shipping cost?
- We offer free shipping on orders over $150
- $50-$150 is a flat rate of $10
- Under $50 is is a flat rate of $5
- Given the large size of our cat products, our actual shipping cost to customers is often several times the flat rate we charge. We always appreciate when customers order a couple items together - like a bed and a scratcher - since shipping multiple items in fewer packages helps us stretch our budget. Thank you for your support!
Do you ship internationally?
As a small business starting out, we do not yet ship our products internationally, but know we have many friends in our community in regions across the globe and plan to expand to ship outside of the US in the future. We’d love to share our products with cats and cat friends across the globe as soon as we can make it possible!
How long will it take to receive my order?
- We offer free shipping on orders over $150We’re a small but mighty team manually sending out orders ourselves, so will do our absolute best to fulfill orders within 1-2 days of receiving them - same day whenever possible! That said, with the flow of business and life, at times it may take us a couple days to get an order out the door, but rest assured we’ll always try our hardest to get it to you as soon as we can.
- Our orders are typically shipped via UPS or FedEx Ground from our HQ in Northern California, which depending on your location, typically takes 1-5 business days to reach the destination, barring any unforeseen carrier delays due to weather, holidays, etc.
How can I track my order?
You should receive a shipping notification via email once your order leaves Wildcat HQ. You can track your order by clicking on the shipment notification you received via email. If you haven’t received this email, please check your junk or spam folder as it may be hiding out in there. Otherwise, feel free to reach out at stella@wearewildcat.com.
Do you offer buy now, pay later?
We do not offer buy now, pay later options at this time, but please check back soon as we may expand to offer more payment options down the line.
Do you have gift packaging options?
We do not offer gift packaging options, but are working on this for next season!
How do I cancel/modify an order?
Orders placed within 24 hours may be considered for cancellation - please contact customer support at stella@wearewildcat.com to make a request.
Do you offer expedited shipping?
We do not currently offer expedited shipping options at this time, but we plan to offer this as an option in the future.
RETURNS
What is Wildcat’s returns policy?
- We care deeply about doing right by our customers - humans and kitties. If there’s a problem or defect with your order, we’ll absolutely make it right. This would include receiving the wrong item, or a quality issue with a product.
- As much as we’d love to offer free risk-free returns for other reasons, we are a very small business that ships large items at a high expense. Our goal is to offer high quality items priced as low as possible so they’re accessible to as many people and kitties as possible, which means every dollar and every order counts so we can continue operating.
- With that in mind, if you’d still like to request a return within 30 days of receiving your order, please reach out to our team at stella@wearewildcat.com and put RETURN REQUEST in the subject line. Please include a description of the issue along with pictures if necessary, and we will work with you to find a solution. Depending on the reason for the return and condition of the item, we will provide a return label and refund back to the original form of payment, minus return shipping costs. Products must be received back in original, like new condition..
- Thank you for your understanding and for supporting our small business.
What if my order arrives damaged?
- If there is a problem or defect with your order, we’ll absolutely make it right. Please reach out to us at stella@wearewildcat.com and include a description of the damage along with photos.
- For scratchers: Even the densest premium recycled cardboard is still pliable due to the natural properties of cardboard as a material. With that in mind, please note some scratchers may include very small imperfections that do not affect their design or function (i.e. a tiny dent or slightly bent board on corners). We promise to always do our best during the shipping and packaging process to ensure they arrive to you in as perfect condition as possible.
What if my cat doesn’t want to use my product?
- While we’re confident your cats will love our products, we also know cats can be, well, cats. We’ve worked with a trusted cat behaviorist to create a detailed guide on how to best introduce a new item into your home, and ways to encourage your cats to use it while still respecting their space and boundaries.
- If you’re still having trouble with integrating your new product in your cat’s territory and routine, we’d love the opportunity to try to help, so please reach out at stella@wearewildcat.com.
PRODUCTS
CANYON BED
What size cat is the bed best for?
- We designed the Canyon Bed specifically so it could fit a wide range of cat sizes and still provide each one with a body-hugging experience. Our original “designers” and first official testers, Stella and Marmite, are 9 lbs. and 19 lbs. - so nothing makes it to market from Wildcat unless both of them can use it! :)
- Kittens and the smallest cats may prefer to nestle in one of the horizontal ends of the bed. We’ve seen 2-3 kittens snuggle up in the center as well!
- Small-to-medium sized cats (aka Stella-sized) often fill up the full center of the bed, and may use the curving outer edge to rest an arm or leg.
- Larger cats (aka Marmite-sized) may be more likely to sprawl out or sleep with their heads and necks on the curving outer edge, with their torsos primarily held by the center dip in the bed.
Will my cat be able to scratch up the bed?
No, we have not observed cats being able to scratch or damage beds in this way in any of our testing. This is intentional and is due to the unique characteristics of the fabric: because the fibers are not looped, they cannot be ripped or snagged if they are scratched, and the soft curly texture does not catch on their nails.
Does the whole item actually go in the wash, or do you wash it separately?
The entire bed can go in the wash, and the outer cover is part of the bed so is not removable. For washing, machine wash the bed on cold and lay flat to air dry, and massage gently to reshape as needed.
How long does the bed take to air dry?
In our experience, the bed takes about 1 day to dry (we often leave it sitting on top of the washer/dryer), as the fill was specially selected to dry quickly and not retain water. The amount of time may vary depending on the temperature and your environment.
My bed is shaped a bit differently after [moving/storing/washing/etc.]. How do I shape it back?
If there is natural movement of the filling within the bed, simply massage it along within the shape to redistribute the filling to achieve the look you prefer.
Do the beds have a non-slip feature to be used on slippery surfaces?
- Because the bed was specifically designed to be 2-sided, so that you can flip it over and have a fully-functional bed with a center dip on either side, our bed does not have a flat side for a non-slip base like some beds that are one-sided. We do not recommend placing it on elevated areas where slipping is a risk without securing it in some way.
- We have tested the bed with different non-slip pads or items used for the home (such as those for securing rugs or mats), which you may wish to try.
Will you make other color options of the bed?
Yes! If you have a suggestion, we’d love to hear it. Find us at stella@wearewildcat.com.
Will you make other sizes of the bed?
We designed the bed to have the versatility to fit a range of cat sizes, so at this time, we don’t have plans to offer other sizes. That said, we do have a very small number of beds that were made slightly larger or slightly smaller than others. Please reach out at stella@wearewildcat.com and we’ll do our best to ensure you receive a smaller/larger one if we have it available.
Do dogs like the Canyon Bed?
- Yes! Smaller dogs LOVE the Canyon Bed, and some our earliest customers have shared that they purchased it for their pups, which makes us so happy (we’ve always known dogs are secret wildcats at heart).
- In fact, one of our earliest product testers is an elderly Frenchie with spine issues and arthritis, and it’s now his favorite place to hang - we think he loves the supportive bed for many of the same reasons older kitties like it as well.
PORTAL SCRATCHER SET
Do cats actually go inside of the pod?
- Yes! We know many cats love to tuck inside of things and also nap on their cardboard scratchers, so we tested different “cave” shapes and concepts to narrow in on the one cats seemed to like best - which also gives them ample view and either a second escape route out the back, or a full cave if you have it set against a wall, which is what our cat Marmite prefers.
- In our experience, the majority of cats enjoy using the pod, and some end up using it as a primary sleep location. The rest might be more like our other Portal “designer,” Stella, who likes height and as much of a 360 view as possible, so she prefers lounging on the flat upper platform over the pod.
Will my very large cat fit inside of the pod?
Yes! We designed this to accommodate a range of cat sizes, while still keeping it small enough to not take up too much space in the home. You can expect it provide a more snug nesting experience for larger cats (~20 lbs.).
How do cats use the smaller curved piece in the set?
- We’ve been excited to see the different ways cats use this piece. Some seem to enjoy loafing on it and fitting their entire body on it, while others use it the same as they would any flat scratching platform.
- We like that it’s small enough to move around easily during play sessions, and that it can also fit into smaller spaces where a scratcher might be enjoyed but a larger size won’t fit. For example, we place ours beside an armchair under a windowsill, and senior kitty Stella uses it for her morning scratching as well as a helpful stepstool so she can jump more easily onto the chair.
- Because of the curved shape, it may feel slightly less stable for the largest cats if they jump directly onto the curved end.
My cat destroys other scratchers in just a couple days. How long do your scratchers actually last?
- We can confidently say that our scratchers last several times longer than typical cat scratchers offered by leading pet brands, so you can expect our scratchers to last significantly longer than the ones that get destroyed more easily. If your cat is a very vigorous scratcher and is using it many times a day, it will show wear and tear more quickly than the average cat we have observed. The majority of customers and testers report our scratchers lasting a year or more.
- This is due to both the quality of the cardboard that we use, as well as the density of how pieces of cardboard are glued together to form the scratcher. You will be able to immediately feel the difference in our scratchers vs. other lower quality scratchers based on the weight and look alone. For example, our Portal scratcher is made of 96 layers of corrugated cardboard on average, and another comparable popular scratcher from a leading brand brand used only 50 layers of cardboard in that same size area.
How do you make the Portal scratchers into towers?
Simply stack one of the rectangular Portal pieces horizontally on top of another. They are stable enough that they will naturally align together and form a stable tower, and were designed to be modular and offer the option to make an elevated scratcher. The Portal works well as a 2-piece or a 3-piece stack.
Will you make other colors of this scratcher?
Yes! If you have a suggestion, we’d love to hear it. Find us at stella@wearewildcat.com.
WATERFALL SCRATCHER
Do the 3 pieces come apart so I can use them separately?
No, the Waterfall is a single piece and has the aesthetic appearance of being 3 pieces, but is actually one piece. We did this intentionally to make it a 2-sided scratcher, so the unit can be easily flipped over to provide a longer scratching lifespan as well as different scratching/lounging experiences.
Will my very large cat fit on the sofa side?
Yes, we designed this sofa with open sides to offer a little extra space for larger cats, as well as provide more versatility in use and ease of getting in and out. The rippled edges are also graduated in size going from the center which allows cats’ bodies to go up and out and fill the center more fully if needed. We didn’t want to make it too large, because we knew what cats seem to like most about this shape is the feeling of being “hugged” closely and being able to nestle in.
How do you make the Waterfall scratchers into towers?
- We recommend stacking the Waterfall as a 2-piece stack with the bottom base piece in tabletop position, with the long flat edge on top, and the top piece with the sofa position with the rippled edges on top. This is the most stable formation and allows the cat to still easily jump into the “goblet” sitting area from the ground for an elevated throne experience.
- These are stable enough that they will naturally align together and form a stable tower, and do not require any other tools or attachments to stack.
Will you make other colors of this scratcher?
Yes! If you have a suggestion, we’d love to hear it. Find us at stella@wearewildcat.com.
Will you make a larger size of this scratcher?
We created this one to be the more compact of our two scratcher options in our launch lineup, but if there is interest in a larger size of this scratcher, we may consider offering a larger size option in the future. Let us know at stella@wearewildcat.com!
COMPANY
Where is Wildcat based?
We are based in the cozy coastal town of Mendocino in Northern California. You can learn more about our team here.
How can I get in touch with the team?
Reach out at stella@wearewildcat.com - we’d love to hear from you!
Does Wildcat have an affiliate partnerships or ambassador program?
Yes! We are still in the process of setting up our affiliate programs, so please check back soon or reach out for more information.
Does Wildcat sell wholesale or in retail locations?
Wildcat’s products are currently exclusively available on our website or at in-person pop-ups, but we hope to be in retail locations in the not so distant future. Please reach out if you’re a retailer interested in learning more about us - and thank you for the interest!
Where are Wildcat products made?
Wildcat products are designed and tested here at our HQ in Mendocino, California. We work with a combination of local U.S.-based and trusted overseas partners to prototype and manufacture our products.
Are Wildcat products sustainable?
- We hold sustainability as a core reason for why we exist and how we approach making products, in that we are trying to make better quality things that last longer and generate less waste. We were frustrated with how quickly our pet products would get destroyed or become unusable and need to be thrown out, so we promise that will always be a primary focus for us at Wildcat, even if it’s not the smart business decision (big business: “hey, why would we ever make things last longer, when we could just have them buy more and more of the things we sell?” Sigh).
- We know this is part of the equation, not all, and in the long term we know there are many opportunities to focus on sustainability through materials and manufacturing processes. Our scratchers are made from recycled cardboard and are curbside recyclable, and as we grow as a business, we’re excited for future opportunities to work with new and innovative sustainable materials. We are currently testing ways to create new things for cats using otherwise discarded items through creative reuse. We also know some things that can appear sustainable in concept are actually using more energy to process, or are otherwise less sustainable than traditional manufacturing. We promise to never greenwash our work or pretend something is sustainable when it’s not.
Does Wildcat make donations to cat rescues, TNR organizations or animal shelters? Does Wildcat have a charitable organization or cat shelter partner?
- Yes, as longtime volunteers ourselves and passionate supporters of cat welfare, we know how critical local rescue organizations and TNR groups are, and how valuable their work is - and how underappreciated, underfunded and understaffed all of them are right now. They are the true heroes and we are so thankful for all of the many amazing individuals and organizations who are out doing the real work, every day to save cat lives and help more cats find more homes. We frequently donate Wildcat products to cat shelters and TNR groups who need items for their fosters, and are working on a more formal program to accept requests from local community organizations who would be interested in receiving donated products. Please feel free to reach out if you are one of these organizations (and thank you for all you do for the kitties). While we are giving what we can as a small business starting out, we absolutely plan to also set up a monetary donation program in the future as we grow.
- We are very proud to be a Mission Meow starting from our launch - an organization we love given they specifically focus on the smaller, local cat-focused nonprofits that are most in need of resources. Their unique program combines donations to make meaningful grants to community cat organizations throughout the year, and we’re so excited to help support their mission.