GÉNÉRAL
L'arbre à chat méduse est-il amovible et lavable ?
Le tissu recouvrant la plateforme du poteau de l'arbre à chat Jellyfish est amovible et très facile à nettoyer.
Il n'est pas recommandé de retirer et de nettoyer souvent la tête de méduse au sommet de l'arbre à chat méduse. Si vous sentez qu'elle est poussiéreuse, frottez-la avec une serviette humide ou nettoyez-la avec un aspirateur.
Dans quelle devise serai-je facturé ?
Les clients peuvent choisir la devise du pays dans lequel vous achetez.
Quels modes de paiement acceptez-vous ?
Nous acceptons les modes de paiement suivants :
PAYPAL, CARTE DE CRÉDIT ET CARTE DE DÉBIT DIRECTEMENT, APPLE PAY ET GOOGLE PAY
Contenu de la réponseMes données sont-elles en sécurité lorsque je commande en ligne avec PURR NOOK ?
Nous prenons la sécurité de vos achats personnels très au sérieux. Chaque commande est traitée via un système de paiement sécurisé et nous sommes certifiés conformes à la norme PCI DSS de niveau 1. La norme de sécurité des données de l'industrie des cartes de paiement (PCI DSS) s'applique aux organisations qui traitent des informations de cartes de crédit et de débit.
Soyez assuré que nous investissons toujours des ressources dans la dernière protection de sécurité en ligne afin que vous puissiez faire vos achats en toute sécurité avec nous !
Are taxes included in the order?
Prices do not include customs duties or taxes, which are the buyer's responsibility.
Can I place an order for someone else?
Yes, just enter the correct shipping address and contact details.
How do I know if my order was placed successfully?
You will receive a confirmation email and text message.
How are pre-orders charged?
A 30% deposit will be charged at the time of order, with the remaining balance collected before shipping. The product will ship within 30 days.
Can I split the payment using multiple methods?
We currently do not support split payments.
EXPÉDITION
When will my order be shipped?
Orders are processed and shipped within 3–5 business days.
What shipping methods are available?
We offer Standard and Expedited shipping.
How much is the shipping fee?
Free shipping on U.S. orders over $75; shipping fee applies otherwise.
How long does standard shipping take?
Standard shipping takes 40–45 days.
How long does expedited shipping take?
Expedited shipping takes 28–30 days.
Can you deliver to a PO Box?
Sorry, we cannot deliver to PO Boxes.
Do you offer international shipping?
Currently, we only ship within the United States. For other international shipping, please consult the customer service.
How can I track my shipment?
You’ll receive an email with tracking details once your order ships.
Why is the shipping time so long?
Due to all products are custom-made, the size and international handling, it takes longer.
Can I pay extra for faster shipping?
Yes, contact us for expedited shipping options.
What if my order is stuck in customs?
Customs clearance is the buyer's responsibility. Please wait or contact local customs.
Is a signature required on delivery?
In some areas, delivery may require a signature.
Can I change the shipping address?
Before shipping, it's free. After shipping, address changes incur fees. The exact cost will vary depending on the destination address. For detailed information, please consult us.
When will pre-order items be shipped?
Pre-orders ship in 30 days.
Can you ship to remote U.S. areas?
We do not deliver to some remote areas in the U.S.
RETURNS & REFUNDS
Can I return the Jellyfish Cat Tree?
Returns are discouraged due to size unless there's a defect or wrong item.
What if the product arrives damaged?
Send us photos and we will replace or refund the item.
What if I receive the wrong product?
We will resend and cover return shipping.
I ordered the wrong size/color. Can I return it?
Exchanges are allowed; buyer covers return & reship costs.
How long does a refund take?
7–10 business days to the original payment method.
How do I request a refund?
Email us with your reason and photo/video proof.
Will I be notified of the refund?
Yes, you will receive a confirmation email.
Can I return used items?
No. Used products cannot be returned.
Are clearance items returnable?
No. Clearance items are final sale.
Can I return customized items?
No. Custom items are non-returnable.
Can I get a partial refund?
Case by case basis. Please contact us.
What if I’m not satisfied with the product?
Contact us for a resolution.
How long does an exchange take?
Similar to regular shipping: 40–45 days (standard), 28–30 days (expedited).
Can I return without original packaging?
No. All returns require original packaging.
What is the return address?
Contact customer service for the return address.
WARRANTY & SUPPORT
What is the warranty period?
10 years for wood/metal, 90 days for fabric/scratching mats/lighting.
How to request a warranty service?
Email us with photo/video proof.
Does warranty cover normal wear and tear?
No. Normal wear and tear are not covered.
Is pet damage covered under warranty?
No. Pet damage is not covered.
Can I replace a single part?
Yes. All parts are available separately.
Is outdoor damage covered?
No. Only indoor use is covered.
What if the lighting breaks?
Within 90 days, contact us for a replacement.
Can I replace a worn scratcher?
Yes. Scratching mats are available separately.
How do I know if it's a quality defect?
Send photos and we’ll assess the issue.
Does the warranty include shipping costs?
Part replacements are free; full unit may incur fees.
Do I need to pay for warranty parts?
Free within warranty period.
What if the warranty has expired?
You can buy spare parts at your own expense.
What if I lost my invoice?
Provide your order info and we’ll help locate it.
Can repeated damage be claimed under warranty?
Yes, if it’s not user-caused.
Is the warranty valid globally?
Currently, only U.S. customers are covered.
INSTALLATION & USE
How long does installation take?
About 20–30 minutes depending on skill.
Are tools included in the package?
Yes, necessary tools are included.
How many cats can use it at once?
Suitable for multiple cats (3–4 recommended).
Should it be wall-mounted?
It’s free-standing; no mounting needed.
Will it slip on carpets?
It has anti-slip design;
Is the lighting feature safe?
Yes. Uses safe low-voltage LED rechargeable lights.
My cat doesn’t use it. What should I do?
Try using catnip or toys for encouragement.
Is it suitable for small apartments?
Yes. It's compact and space-friendly.
Is it easy to disassemble and move?
Yes, it's detachable and easy to move.
CLEANING & MAINTENANCE
Is the Jellyfish Cat Tree easy to clean?
Yes. All fabric parts are removable and most of them can be machine washed.
How do I clean the fabric parts?
Hand or cold machine wash; Can be dried.
How do I maintain the wooden parts?
Wipe with a damp cloth and keep in dry area.
How do I remove cat hair?
Use a lint roller or vacuum cleaner.
Can I spray cleaning agents on it?
Use pet-safe cleaning products only.
Which parts are machine washable?
All cushions and fabric covers are machine washable. (Except top cover)
Can I use a dryer?
Yes, but it is not recommended to frequently use high-temperature drying as it may affect the texture of the fabric.
How often should I clean it?
It's recommended to use a lint scraper to clean it 1–2 times per week and give it a full wash every 1–2 months.
PRODUCT INFO
What materials are used?
High-quality wood, plush fabric, and metal parts.
What kind of cats is it suitable for?
Suitable for all cats, especially those who love cozy spots.
What is the weight limit?
Each perch can support a weight of 20 pounds.
Is it good for multi-cat households?
Yes, it's stable and accommodates 3–4 cats.
Are there color/size options?
In addition to the current styles, more styles and color options coming soon.
Does it include scratchers?
Yes, there are scratching mats on the posts.
What parts are included?
Top covering，perches, pet bed, sensor light, scratching mats, hanging toys and so on.
Can it be used as a cat bed?
Yes. Top and base areas are designed for resting.
Is it stable?
Yes, very sturdy for active cats.
Does the product make noise?
No. It is completely silent.
Is it eco-friendly and non-toxic?
Materials meet U.S. eco and pet safety standards.
How tall is it?
Approx. 73 inch tall.
What is the product weight?
Around 45 lb total.
Does it need to be plugged in?
Yes, lights require USB power.
Is it an original design?
Yes. It's an original Purr Nook design.
OTHER QUESTIONS
How can I contact customer service?
You can contact us at info@purrnook.com.
How soon will I get a reply?
We will reply within 24 hours.
Do you have social media accounts?
Yes, we’re on Instagram, TikTok, Facebook and more.
Do you have a physical store?
Not yet. We sell online only.
Do you offer a trial service?
No trial service currently.
Can I buy in bulk?
Contact us for wholesale inquiries.
Is it suitable for dogs?
Designed for cats, but dogs can use the pet bed.
Are there customer reviews?
Yes. Check product pages on our site.
Will there be new designs in the future?
Yes. More creative models are coming soon.
Do you offer year-end sales?
Follow our website and socials for updates.