Cancellations, Warranty, Returns & Refunds
To cancel an order, please call us at 844-335-8858. If we're unavailable, then please leave a voicemail with your name and order number. We monitor our voicemail inbox during business hours and will make every effort to cancel an order before it gets into the hands of our shipping partner FedEx. Once a package is in the hands of our shipping provider, there is little we can do to intercept and cancel an order. At that point the cancellation would be considered a return, and all applicable fees and policies would be considered. Our return policy can be found on this page (below). We try to ship all orders on the same day the order is received, so please call us with your cancellation request as quickly as possible.
1 Year Limited Manufacturer Warranty
Each wheel and Cats in Cubes Kit has a 1 year Limited Manufacturer Warranty. This warranty covers for replacement parts that are broken or damaged due to defect. This does not cover regular wear and tear that the wheel can sustain through use. It does not cover traction pads or rollerblade wheels. If you are uncertain if your component broke due to wear and tear or a part failing, please e-mail us with a picture of the damage to [email protected] including your order number or name and shipping address. If it is determined to be due to component failure, we will ship out a replacement part free of charge.
For parts (to include roller blade wheels and traction pads) that may arrive broken or damaged within the first 30 days days, we do send out replacement parts per our Broken Parts section listed below.
For unopened wheels there is a 100% refund if return is requested within the first 10 days. E-mail us at [email protected] with your order number or name and address that the item was shipped to. We will provide you with an RMA # for reference when being returned. We do not provide a return label.
We allow returns within the first 60 days of having received the wheel. 60 days allows you the chance to test the wheel out with your cat. We understand that it can take time to train a cat to the wheel. For some cats it only takes a few minutes, for other cats it can take a month or so for your cat to grow comfortable enough with the wheel to start using it on their own. If you need further tips for training, we can be reached at [email protected]. There is also a training video available here: http://onefastcat.com/index.php/videos
For assembled wheels, please contact us at [email protected] before disassembling the wheel with your order # or name and address the item was shipped to. We will provide tips on how to disassemble the wheel along with an RMA #. Once we receive the wheel back, we will issue a refund of $150. The $49 is a restocking fee for parts that can not be reused (such as traction pads), and assist in recouping the cost of having shipped out the item initially. We do not make any money on returns. We do not provide a return label. (You may ship the wheel back at the most cost effective means for you.) Shipping fees for International orders is nonrefundable.
Cats in Cubes and Beds
For unused/unopened Cats in Cubes and/or Beds, returns are permitted within the first 10 days of receiving the item. A 25% restocking fee will be applied to the return order. E-mail us at [email protected] with your order number or name and address that the item was shipped to. We will provide you with an RMA # for reference when being returned. We do not provide a return label. Beds must still be vacuum sealed and not have come into contact with your pet to qualify for a return.
If you receive, or have parts break during assembly, you do not need to return the entire wheel or cats in cubes kit. Instead, take a picture of the damaged pieces and e-mail them to us at [email protected]. Please include either your order number or the name and shipping address. Please confirm how many of each type of piece you need. We will then ship out replacements free of charge. Replacement pieces are typically shipped via USPS instead of via Fedex. The wheel is eligible for replacement parts for the aforementioned reasons within the first 30 days only.
If you are experiencing any difficulty with your wheel, we want to assist in resolving the issue, so your cat can enjoy a product that is designed to improve their lives. Here are a few of the general issues and troubleshoots we provide to customers (if you find none of these assist you, please contact us at [email protected] so we can further guide you):
Resistance and Wobbling Wheel
The wheel should sway slightly while rolling. Since cats apply their weight unevenly as they run, the main hub will bounce or shift in the base to counter balance to your cat’s motion. If the main hub is too rigid in the base, it can cause the wheel to derail.
You can reduce the amount of wobble (or issues of derailing) with the following two suggestions: Make sure that the base is sitting level on the ground. You will want to make sure that both the floor you have it on, and the base is level. Place the base on a known flat surface like a glass table or granite counter top. Make sure the base does not rock back and forth. If it does, loosen the wing-nuts and shift base panels to level. You can then tighten the wing-nuts. You can also take off the base panels to make sure that the aluminum bar is level and not twisted. If you do find that the bar is twisted, please send us pictures of the problem, with your order number. We can then send a replacement bar to you. You will also want to check that the bolts that hold the base panels are not too tight.
You can also adjust the amount of play in the roller blade wheels. To do this, use a 6 mm Allen Wrench to loosen the bolts on each of the roller blade wheels. This will allow the roller blade wheels to shift further out in the side track. This then offers the main hub a little bit more room to shift as the cat is running on the wheel.
We reserve the right to change these policies at any time, please check this page for any updates.