HOW TO INSTALL
You can follow the video steps to install, if you have any questions please feel free to contact us: info@purrnook.com
For more details on the installation video (including commentary), please visit @PurrNook on YouTube.
ORDER & PAYMENT
What payment methods are accepted?
Supports Visa, MasterCard, PayPal, Apple Pay, and Klarna installment payments.
Can I use a discount code?
Yes, you can enter your discount code at checkout.
Can I modify my order after placing it?
Orders cannot be modified once placed. Please check carefully before ordering.
Can I cancel my order?
We will ship your order within 1 business day. Orders can be canceled before shipment. Once the order has been shipped, cancellations are no longer possible. If you have any special circumstances, please contact our customer support team as soon as possible.
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.
Can I split the payment using multiple methods?
We currently do not support split payments.
SHIPPING & DELIVERY
What shipping methods are available?
We offer Standard and Expedited shipping. Please emailinfo@purrnook.comfor expedited options. Additional shipping costs will apply.
How much is the shipping fee?
Free shipping on orders over $75. A small shipping fee will apply to orders below $75.
Can you deliver to a PO Box?
Sorry, we cannot deliver to PO Boxes.
Do you offer international shipping?
Yes, we offer worldwide shipping.
How can I track my shipment?
You’ll receive an email with tracking details once your order ships.
Can I pay extra for faster shipping?
Yes, contact us for expedited shipping options.
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.
Can you ship to remote U.S. areas?
We can ship to most remote areas, but an additional surcharge may apply.
RETURNS & REFUNDS
Can I return the Cat Tree?
We offer 45-day free returns within the continental United States, provided the item is in its original condition and suitable for resale. Returns from other regions are not eligible for free return service.
What if the product arrives damaged?
Send us photos and we will replace or refund the item.
What if I receive the wrong product?
Please return the item in its original packaging. We will arrange a replacement shipment and cover the return shipping cost.
I ordered the wrong size/color. Can I return it?
Exchanges are allowed; buyer covers return & reship costs.
How long does a refund take?
Refunds are typically processed back to the original payment method within 7–10 business days.
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.
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?
Case by case basis. Please contact us.
What is the return address?
Contact customer service for the return address.
WARRANTY & SUPPORT
What is the warranty period?
Metal, wood, and LED induction lighting components are covered by a 1-year warranty, while fabric and scratching surfaces are covered by a 90-day warranty.
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 1 year, 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.
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?
Yes, PURR NOOK warranty valid globally.
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.
Should it be wall-mounted?
It’s free-standing; no mounting needed.
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 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 soft cushions and hanging mats are machine washable. The top canopy is recommended for hand washing. The tentacle parts of the top platform cushion cannot be washed, as they contain internal wire support.
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.
Can cats jump and sleep on top of the jellyfish canopy?
No. The jellyfish canopy is designed primarily for decorative purposes and is supported by a steel frame to maintain its shape. It is not intended to function as a resting or sleeping platform for cats. Allowing cats to sit or sleep on top may cause deformation of the steel structure, so please avoid this behavior.
Is it stable?
Yes, very sturdy for active cats.
Is it eco-friendly and non-toxic?
Materials meet U.S. eco and pet safety standards.
Does it need to be plugged in?
No, it doesn’t need to stay plugged in.
The motion light is rechargeable with a built-in battery. One full charge lasts about 2 weeks – 1 month.
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 a business day.
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.
