Customer Services
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UK Delivery Information
Shipping your handmade cat scratching post to you is about the only thing that we don't do ourselves here at ScratchyCats™ - although believe me we'd really love to be able to do that!
Like any other retailer or online shop we have to use a courier company. Unlike other businesses though, we think that honesty is the best policy and don't try to 'pretend' that the postage is FREE by inflating all of our product prices in order to cover our shipping costs.
We believe that transparency is key so that you know exactly how much you're paying for the product, and the additional charge for shipping. It's an unfortunate fact of life that courier companies are not free, and neither are boxes and packaging materials. In fact, since the pandemic, the cost of cardboard boxes alone has increased by over 60%!
When you purchase a product from us, you can choose between 2 speeds of delivery. Our standard delivery, or our priority delivery service. These refer to both the manufacturing time and delivery of your product.
When you choose the standard delivery your product will be made at our factory (to order) and delivered to you in 14-21 days. This is our standard lead time. When you choose priority delivery your product will be made at our factory and delivered to you in under 14 days.
In stock products will be delivered to you in as little as 1-4 days.
We use both DPD and YODEL to deliver our products to you.
Once your product has been made and is packaged ready for dispatch, you'll receive a dispatch notification email from us which includes delivery details. You'll also receive further updates regarding the delivery from either DPD or YODEL directly.
The price you pay for shipping depends on what you buy from us and is worked out based on both a weight and volumetric equation, see below for a guide to our shipping prices. This table is for Zone 1 (UK Mainland) customers only.
Those living outside of Zone 1 should contact us before purchasing for an accurate postage quote as additional charges will likely apply. If you live outside of the UK mainland and place an order with us, your order could be cancelled without prior notice as per our terms & conditions.
| Shipping Level | Box Size | Shipping Price |
| Envelope / Jiffy Bag | Jiffy Bag (up to 1kg) | £2.99 |
| Small / Lightweight Packet | Small Packet (2-5kg) | £7.99 |
| Product Delivery Rate Options | ||
| Standard (14-21 days) Priority (under 14 days) | Small (up to 10kg) Small (up to 10kg) | £13.79 £17.79 |
| Standard (14-21 days) Priority (under 14 days) | Large (10kg - 15kg) Large (10kg - 15kg) | £17.79 £21.79 |
| Standard (14-21 days) Priority (under 14 days) | Extra Large / Multiple Boxes (15kg - 30kg) Extra Large / Multiple Boxes (15kg - 30kg) | £21.79 £25.79 |
| Standard (14-21 days) Priority (under 14 days) | Multiple Boxes (30kg +) Multiple Boxes (30kg +) | £29.99 £34.99 |
The UK mainland (Zone 1)
We are happy to use an alternative provider if you wish to specify your preferred courier. All we ask is that you cover any extra costs involved. Please conatct us for details.
Payment Methods
We accept the following payment methods.
Credit/Debit Card
When you proceed to the basket on the web site, simply select 'pay securely by debit/credit card' and enter your card details. As per our legal requirements as an online retailer, we DO NOT hold any customer card details and all card payments are handled by a secure industry leading card processing third party. We are happy to take card payments over the phone.
PayPal
When you proceed to the basket on the web site, simply select 'PayPal' as your preferred payment option.
Bank Transfer
We are happy to accept a bank transfer. Please contact us to arrange and we can send you an invoice with our bank details.
Ordering
Ordering from ScratchyCats™ is simple. Choose the product you wish to order and follow the step-by-step on screen instructions. If you have any problems ordering, please contact us and we'll do what we can to help.
Cancelling
If you've placed an order with us and wish to cancel - please contact us within 24 hours of placing the order. We'll cancel the order and refund your payment. We'll refund the payment right-away, but depending on your bank the refund may take 1-3 days to appear.
Orders cancelled after 24 hours may incur a cancellation fee (if we've already made a start on your order), to cover any loses to our business as a direct result of the cancellation.
Returns
In the event of a problem please contact us in the first instance to discuss options to rectify the issue. See our returns policy for full details regarding returns including all terms and conditions.
Pricing
We believe that our products are exceptional value for money. All our products are handmade in the UK and we only use top quality materials. We work out our prices based on the cost of materials used and the time involved to make each product. Every single one of our products is made from scratch by hand in Devon, England. Nothing is outsourced and we don't import cheap products to sell to you.
Obviously there are hundreds of cheaper cat scratching posts on the market, but there are no comparable products on the market at lower prices than you'll find at ScratchyCats™. Cheaper alternatives are often poor quality mass produced products made in China. These do not have longevity and cats don't use them. We can't compete with cheap Chinese imports on price, but then they can't compete with us on quality - as with everything in life you get what you pay for.
If the only thing driving your purchase is the lowest price - a ScratchyCats™ product is not right for you. We build high quality long lasting products that you can buy spare parts for. Our products are serviceable so that you can replace the worn parts when needed instead of having to replace the whole product. Our well thought out, innovative and clever designs are not cheap - but Catisfaction™ is 100% Guaranteed!
As the saying goes "buy cheap, buy twice - or as is the case for most cheaper cat scratching posts - buy every month!"