Frequently Asked Questions

wide eyed kitten with a question mark over their head
faq images

Shipping

What is your shipping policy?

Free shipping applies to all orders within the contiguous United States over $59. Shipping rates for orders below $59 will be calculated automatically at checkout. US and international shipping options are available. Our Free Standard Shipping uses UPS Ground or a similar service level.

Transit Times  – All orders are shipped from our Grand Rapids, MI facility within 1-3 business days via FedEx, UPS, or USPS. In situations where the shipping time may be delayed temporarily for an item, you will see a disclaimer in the item description.

All carriers are experiencing intermittent delays beyond our control and as a result, we cannot guarantee your delivery date. All delivery times are estimated. Please contact us before ordering if you need your order delivered by a certain date and we can look into upgrading your shipping option.

Signature requirements are temporarily suspended to allow for no contact deliveries. – If you would like a signature added to a smaller order, please send us a message either before or within one day of ordering.

PO Boxes – Unfortunately, we are unable to ship large packages to PO boxes. Please provide us with a valid street address for delivery.

*International Orders Only*  –Yes, we can ship our products worldwide and we have shipped plenty of orders internationally! The website will automatically quote the shipping cost for you at checkout.

There are no guaranteed delivery dates for international orders as they may be subject to customs delays beyond our control.

International orders placed through a third party such as Etsy may be subject to additional import taxes, customs duties, or fees imposed by the destination country. These charges are typically due once the package arrives and will be the responsibility of the customer.

Does Catastrophic Creations ship internationally?

Yes, we can ship our products worldwide and we have shipped plenty of orders internationally! The website will automatically quote the shipping cost for you at checkout. You can add items to your cart and proceed to checkout for more information on shipping costs. If you notice any issues with the shipping cost, you can email us your address and list of items you want to order. We can look into the quote further from our end.

Bear in mind that international orders may be subject to additional duties, taxes, or fees that are not collected at checkout. These are typically due upon receipt of the item. Unfortunately, we do not have a way to provide a quote on this. We recommend contacting your local customs office for more specific information.

There are no guaranteed delivery dates for international orders as they may be subject to customs delays beyond our control.

We cannot ship orders to the following countries: Russia, China, and Mexico.

We apologize for the inconvenience.

We also sell on Amazon UK*, Amazon CA, and Amazon AU. Item availability is subject to change.
*Amazon UK also ships to some European countries.

Please follow the links below if you’d like to visit these stores.
Amazon UK
Amazon CA
Amazon AU

International orders placed through a third party such as Etsy may be subject to additional import taxes, customs duties, or fees imposed by the destination country. These charges are typically due once the package arrives and will be the responsibility of the customer.

Can I have an international shipping quote?

Our website will automatically quote the cost of shipping with Duty and Tax included. When you check out, you'll pay those duties and taxes up front and we'll remit it to your local authorities on your behalf.

If you have any questions or concerns about this process, please don’t hesitate to contact us!

What are your processing times?

All orders are shipping within 1-3 business days unless otherwise notified. Once your order ships, you will receive tracking information via email.

tool images

MOUNTING

Can I install into brick/concrete?

Yes! Installing the furniture into brick or concrete is nice because the entire wall is essentially one large stud.

If you’re mounting into brick be sure to drill your holes into the brick and not the mortar between the bricks. That will give a much more solid hold.

You will need a masonry bit and for screws, we suggest using Tapcon.

The hardware we send as default will not be suitable for concrete or brick. Installing into concrete will require additional hardware that we will not be able to provide. You will need a masonry bit, and for the screws, we recommend using Tapcon. You will then be able to install our Mounting Planks as normally instructed. 

Please refer to our Mounting Guides page for more information.

*Please note that we have included links to Amazon products, which are affiliate links. This means that we may receive a portion of the sale if one is made through the provided links.

What materials will I need to mount my furniture?

To install the furniture, you will need the following materials:

  • Power Drill
  • Stud Finder
  • Tape Measure
  • Pencil

All necessary screws and drill bits are included with your order. Physical mounting instructions will be included with your order.

Do the shelves come with mounting equipment?

Yes, all of our products come with any necessary mounting hardware. Our products come with standard wood screws as default. If you have metal studs, alternative hardware is available upon request. Please leave a note or contact us once you place your order if you will need hardware for metal studs.
Our modular furniture allows you to design your own layout and build upon your existing cat Condo. Certain layouts will require additional hardware that does not come default with most orders.
If you would like to stack two bamboo pieces on the same mounting point, such as a Bridge connected to a Shelf Top, you will need our Long Furniture Bolts to secure both pieces. These are not included with most items but can be added to an order upon request. If you are hoping to stack two bamboo pieces, please leave a note on your order requesting long furniture bolts and we can add those to your order free of charge.

How is the furniture installed?

Our furniture is designed to be installed into stud centers spaced 16” apart but can easily be modified for 24” stud spacing. We do not recommend using drywall anchors or any similar support as the primary support for our furniture. This is because, during our weight tests, we found that even the sturdiest wall anchors would be unable to hold up to the force of a cat jumping on the furniture and would sometimes tear from the wall, causing damage.

If you have studs at irregular or inconsistent intervals, please contact us before placing your order and we can provide advice on the best way to install the furniture.

To reduce stress on the furniture and your cats, we recommend each level of your cat wall be spaced 12-18″ apart vertically and no more than 24″ apart horizontally. We found this to be a safe distance for cats with no mobility issues to move between levels easily.

Our Mounting Planks are designed with hidden brackets that create a floating look when installed. The brackets are already attached and our detailed instructions will guide you through the installation process. Each listing also includes a copy of the mounting instructions as a downloadable pdf. For more information on installation best practices, please reference our installation page.

Can I install the furniture facing the opposite direction?

Yes, the modular design of the furniture allows you to easily flip the design of any of our Condos. The furniture will arrive disassembled, giving you the freedom to work with your space. You can mirror any Condo layout or even split the pieces up and install them in your own arrangement.

What if my studs are metal?

For metal studs, we recommend mounting the furniture using #8 x 2” flat Phillips-head tek screws. We also have these screws available upon request. If you leave a note on your order or contact us, we can include them with your order at no additional cost.

furniture images

FURNITURE INFORMATION

Can I install the furniture outside?

We do not recommend our products for outdoor use. Bamboo has a high starch and sugar content. Since our bamboo is composed of many layers of compressed reeds, the bamboo can mold over time in areas with high humidity or regular exposure to rain. We are currently in the process of testing sealant options that will protect the material. In the future, we hope to offer furniture that can withstand the elements for our customers who would like to expand their Catastrophic Layout to the outdoors. At this time, we ask that our furniture is used indoors only.

Will my large cat fit on this furniture? / What is the weight limit?

Yes, your cat will fit - we have a lot of large breed cat clients, such as Maine Coons, Savannahs, and Ragdolls!

The depth of our furniture is 11 inches (27.94 cm), except for the Floating Sisal Post, which is 9 inches (22.86 cm). The Escape Hatch hole is 8 inches (20.32 cm) in diameter.

Although we feel these measurements do a great job accommodating all domestic cat sizes, if you would like even more elbow room, consider our extra-large cat tree, The Overlook.

Cat Furniture Weight Limits

All of our cat furniture is rated to hold at least 62 lbs (28 kg) when assembled or installed correctly. For a closer look at mounting and wall constructions, please see our installation guide.

Wall Options

Proper installation is crucial for our furniture, and these weight limits reflect the furniture that is correctly installed into wall studs, cement, or brick walls.

Floor Options

We currently offer floor-standing options, which we suggest for cats with disabilities or elderly cats to avoid the risk of them going too high up the wall.

various product weight tests

 

Is the Invisible Vinyl safe for my cat?

Yes, safety is very important to us and we worked diligently to make our selection. The vinyl sheets we use are from Joann Fabrics. To ensure that we are providing safe and healthy products for your cats, we shared the chemical list with a vet. They informed us that what you see about vinyl being toxic to pets is related to softeners that are used in specific types of vinyl (lead, Phthalate, and bisphenol), which aren’t in the vinyl we’re using.

This vinyl is the same type used in other pet-safe settings such as the flaps made for pet doors. We have included the SDS report with the chemicals that are in the vinyl for reference: MSDS for PVC Film and Sheet

How do I acclimate my cat to the Invisible Hammocks?

When introducing your cat to their new Hammock, please keep in mind that these are invisible. Acclimation takes a moment because we first have to prove to the cats that the Hammocks even exist. We have had really good luck with sprinkling dried chicken on them. Some other nice options would be catnip or their favorite treats. It’s always best to let your cat make the decision.

cat underneath clear cat hammock

What is 3rd Gen?

3rd Gen is our latest collection of wall-mounted cat furniture! It is the strongest and most versatile collection we’ve ever created and we have fine-tuned every detail. We’ve added an additional bottom mounting point to increase the stability of our Mounting Planks. Our furniture tops are now sanded for a rough texture that provides increased traction, leaving the sides and bottoms sanded more finely for a clean, finished look.

Sustainable Material
Our new design utilizes bamboo, a sustainable alternative to hardwood, which is very durable and water-resistant. It grows at an incredible rate of 3½ feet per day. Using bamboo has opened the door for many of our functional upgrades.

Stronger Design
Bamboo is an incredibly strong material, allowing a thinner, sleek design. Along with our hidden bracket, there’s now an additional mounting point underneath the shelf, which holds the furniture rock solid to the wall.

Highly Customizable
Our modular design allows for truly limitless options! You can start off small and build your Condo over time, or purchase a Condo and customize your features. Each mounted top can easily be removed and swapped out for Shelves, Feeders, Planters, and Scratching Poles mounted to face either left or right. You can now adjust the height of your Scratching Pole using our new segmented design.

Simplified Instructions

We’ve put a lot of work into refining our instructions so that they are easy to follow. Not only do we show step-by-step actions of installing the furniture, but we have also added video instructions for those of us who are visual learners. Our canvas fabric now comes in pre-cut and hemmed sections, allowing for a quicker and simpler installation.

If you encounter any issues or questions during your installation process, please feel free to contact us and we will be happy to assist you!

Cat Tested and Approved!
When we are in the early design process for new ideas, we build a prototype for our four cats at home. These guys are the first test for the furniture, they help us figure out what cats like and what might not work out. We recently built a Cat Room at our facility and we invite our employees to bring their cats in for further paws-on feedback. Since 2013, our furniture has evolved greatly into the design you see on our website today and we feel very optimistic about the feedback we have received from customers and furry friends alike.

Is 3rd Gen compatible with my Cat Mod (2nd Gen) or 1st Gen items?

1st Gen items are from our oldest collection that used visible L-brackets and did not have removable fabric. These items are not compatible with any other furniture collection.

Between 3rd Gen and Cat Mod (2nd Gen), the only guaranteed compatible component is the grommeted canvas fabric. The main difference with the canvas fabric is that it is now pre-cut and hemmed.

All 3rd Gen components are now uniformly manufactured so we can’t guarantee that the wooden components will be a perfect match. For example, a Cat Mod Step top isn’t a match for a 3rd Gen plank bottom.

If you have Cat Mod (2nd Gen) items and need a replacement or would like to continue your Cat Mod layout, we do have Cat Mod materials in-house. Just contact us for further information!

What happened to Cat Mod (2nd Gen)?

Our 3rd Generation is the new and improved version of our Cat Mod collection! We have kept the best features from Cat Mod, including hidden brackets for a floating look and removable fabric for easy cleaning and replacement. We have also maintained our modular design, meaning you have the freedom to flip the orientation or rearrange the furniture, design your own Condo, and even build off an existing installation!

All 3rd Gen components are uniformly manufactured so unfortunately, we cannot guarantee that the wooden components will be compatible with Cat Mod and 1st Gen products. For example, a Cat Mod Step is not a match for a 3rd Gen Plank Bottom.

Our grommeted fabric pieces are backward compatible with Cat Mod If you are looking to replace your fabric or upgrade to our waterproof TPU potion!

If you have Cat Mod (Gen 2) products and need a replacement item, we do have some Cat Mod materials in-house. Just contact us for further information.

Where can I buy replacement parts?

You can purchase replacement parts at the link below! You can also look under "Catnip & Replacement Parts" in our menu. Please feel free to let us know if you have any additional questions!

https://www.catastrophicreations.com/collections/replacement-parts-accessories

How do I clean the furniture?

For an in-depth explanation on our Cat Tree cleaning suggestions, please read our blog on the subject!

Cleaning Gen. 3 (bamboo) Furniture

Standard Fabric: Use a cold, gentle machine cycle or hand wash in cold water. Hang to dry. The fabric may scrunch up a little but will stretch to its original form. Think of how your jeans are a little snugger right out of the wash. 

Clear Vinyl: One added benefit of utilizing clear vinyl for our Invisible Hammocks is that they are effortless to maintain. You can easily clean the transparent hammock while it remains mounted on the wall by wiping it down with soapy water or a pet-safe cleaner. As a result, we strongly suggest these hammocks for households with multiple cats as well as cat cafes/shelters.

TPU Fabric: We do not recommend putting our TPU fabric into a washing machine. This fabric can be wiped down with gentle soap. The best method for keeping this fabric clean is spot-cleaning any areas that become dirty.

Bamboo: You can dust, brush, or vacuum away any accumulated surface dirt. Use a soft cloth or sponge with mild soapy water. Make sure you wring out excess water and wipe the wood gently. We recommend an organic or natural soap rather than a harsh detergent. This is because a harsh soap can damage or discolor the natural sheen of the bamboo. Since bamboo is a reed plant, it is important to make sure you do not oversaturate the bamboo while cleaning.

Sisal: The Sisal Rope is not designed to be removed but can still be cleaned and sanitized. Use a mixture of sanitizer diluted with water with a rag or cloth to wipe down your Sisal Rope.

If your Sisal Segment is beyond sanitizing or has become worn out due to cat use, we also sell individual replacement Sisal Segments that can easily be swapped out!

Plush Bed: When you separate the Velcro and flip the Plush Bed over, you will see a zipper. Unzip the cover and remove the foam insert. Handwash the cover in cold water using a small amount of gentle soap. Let the cover soak for approximately thirty minutes, agitating the water occasionally.

Rinse the bed thoroughly, then press the water out of the faux fur before leaving the cover to air dry. We do not recommend putting the cover in the dryer as the fabric is sensitive to heat.

Cleaning Gen 2. “Cat Mod” Pine Furniture

Pine: You can dust, brush, or vacuum away any accumulated surface dirt. Use a soft cloth or sponge with mild soapy water. Make sure you wring out excess water and wipe the wood gently. We recommend an organic or natural soap rather than a harsh detergent. This is because a harsh soap can damage or discolor the natural sheen of the pine.

Cleaning Gen. 1 Furniture (Pine + Visible Brackets)
Fabric: This fabric is not removable, so it cannot be machine-washed. We recommend following this guide for cleaning any Gen. 1 furniture.

What materials are used?

Our new design utilizes bamboo, a sustainable alternative to hardwood, which is very durable and water-resistant. It grows at an incredible rate of 3½ feet per day.

The other materials we use are:

  • Steel (brackets)
  • 12 oz cotton canvas (fabric)
  • Sisal rope (Floating Sisal Posts and Sisal Climbing Poles)
  • Stainless steel, rust-proof Planter Pots (included with each Planter)
  • 1/2 pint stainless steel dishes (2 included with each Feeder)
  • Clear Vinyl
  • TPU coated cotton canvas (waterproof upgrade option for any fabric piece)
  • Faux fur (acrylic blend) 
  • Twine (standard roping for Bridges)
  • Paracord (durable roping material for Bridges, we recommend the Paracord option for cats who are prone to chewing, available as an upgrade option)
faq images

GENERAL INFO

What's your return policy?

If you experience any issues with your order or receive a defective or damaged item, please contact us before proceeding. DO NOT modify or alter the furniture. This can affect the product’s eligibility for return or replacement. 

Keep your shipping box and all packaging materials until your furniture is fully installed and you are sure there are no issues. If your order arrives damaged, please email us right away at support@catastrophicreations.com with photos of the damaged item, as well as the inside/outside of the box. We will do our best to resolve these issues as quickly as possible. We cannot send replacement items out before receiving any photos for quality assurance purposes.

Email:
support@catastrophicreations.com

Phone Number:

616-583-8143

Return Address: 
Catastrophic Creations 
5025 28th St SE, STE A
Grand Rapids, MI. 49512

Policy
We accept returns and exchanges within 30 days of delivery. Items must be returned to us in new, undamaged condition.

Returns may be subject to a 15% restocking fee determined by the condition of the items to cover initial shipping costs and handling.

To ship returns back to our facility, shipping costs will be the responsibility of the customer. We can provide a prepaid return label for your return and deduct the cost from your final refund, or feel free to ship your return back using the carrier of your choice.

Although we do not cover damage due to normal wear and tear, we always do our best to ensure our customers are happy with their purchases. If you are outside your 30-day return window, please contact us with any issues. In most instances, we will work with you to rectify the situation.

If you would like to cancel your order before it ships, you will be eligible for a full refund.
If your order has already shipped and you would like to cancel, you may do so; however, you will be responsible for return shipping. We can issue a prepaid return label and deduct the cost of shipping from your final refund.

Return Process
Please take care to securely pack the items. We recommend using bubble wrap or other protective packing material to ensure that the product is not damaged in transit. Please bear in mind that your order may be subject to a 15% restocking fee based on the condition of the return, which would include damage caused by shipping.

Make sure that all components and all mounting hardware are included with your return.

Return Shipping
Unless there is a defect or an issue at the company’s fault, return shipping costs will be the customer’s responsibility. We can generate a prepaid return label upon request and deduct the cost from your final refund. You are also welcome to use the carrier of your choice to ship the products back.

International shipping charges are not refunded back to the customer. 

Refund
When we receive your package, your order will be inspected within 1-2 business days. You will be contacted once the process is complete. As long as there isn’t any damage to the items or any other issues with your return, then your refund will be issued with no 15% restocking fee applied back to your original form of payment. For exchanges, your refund will be issued in the form of store credit that you can use towards placing a new order.

If the return items are damaged, a restocking fee of 15% or more will be applied. This includes damage that is caused in return shipping. Damage is more likely to occur if the box is too large, allowing the items to shift in transit. Feel free to ship your item back in the original box and packaging to avoid potential damage.

The refund may be denied if the item has been used, has excessive cat hair, is damaged, or has any severe cosmetic imperfections. If we cannot offer a refund, the item can be shipped back at the customer’s expense.

*Damage can include but is not limited to superficial dings and scratches on the wood, scuffs on brackets, bent brackets, etc. Most of these issues can be avoided if the furniture is packed using enough packing supplies and by using a correctly sized box. 

What's my order's status?

All of our orders ship within 1-2 business days! If there is an expected delay for any particular item, there will be a disclaimer in the listing under the product description. You will receive tracking information via email once your order has shipped.

If you have not received this email, please double-check that the email address provided is correct and look through your spam inbox. If you have any questions or concerns about the status of your order, please feel free to contact us.

My order arrived damaged

If your package arrives damaged, please keep the original box and all packing materials. Inspect all items to ensure that none of your items have also been damaged. The carrier may require an in-person inspection of the package and its original contents in order to issue a replacement.

Contact us immediately if your package arrives damaged. We will need photos of the inside/outside of the box and shipping label, as well as photos of any item that has been damaged. We will do our best to have your issue resolved and your replacement items sent out as quickly as possible.

If you experience any issues with your order or believe you received a defective item, contact us right away. DO NOT modify or alter your furniture as this may affect its eligibility for return or replacement.

My order never arrived - Missing package

We’re sorry that your package hasn’t made it to you. Please understand that we don’t have control over the delivery of your order as it is in the hands of the carrier. We will certainly help you in figuring out what happened and then finding the right solution from there.

You’ll want to check for possible minor issues first:
– Is your shipping address correct on your order?
– If you reside in an apartment complex, was the package left at the main office?
– Did you check with your neighbors in case the package was left at the incorrect house?
– Have you contacted your local post or the carrier to inquire about your package?

We will make sure your package gets to you in the end! We ask for patience as this process can take time to investigate what happened.

Do you have coupons or sales right now?

When we run a promotion or sale, we will announce it on our social media. You can follow us on Instagram and Facebook for updates.

We will also send out a mailer to our newsletter subscribers. Sign up for our newsletter here.

Do you have layaway payment options?

We offer Affirm and Shop Pay as payment options. You can select any of these from the payment method page during the checkout process.

Do you do any Black Friday, Cyber Monday, or Christmas Sales?

We offer our deepest discount of the year during the holidays. Check out our Black Friday/Cyber Monday and Christmas Cat Gifts pages for details!

What are the terms for your promotion?

If you participate in our Catastrophic Creations promotions and giveaways you fully accept these general terms and conditions of Catastrophic Creations and you acknowledge that you fulfill all eligibility requirements.

ELIGIBILITY
If you are under the age of 18 you will have to obtain the approval of your parents or legal guardians to enter the Giveaways. Catastrophic Creations may ask you, at any stage, to provide us with proof of age and/or identity and/or proof of such approval, if relevant. Catastrophic Creations may exclude any participants who are not able to provide us with such proof. Employees of Catastrophic Creations are not eligible to participate.

DATE OF GIVEAWAYS
The monthly drawing shall begin on April 23, 2024 and end on May 27, 2024. The following months will begin on the 28th and end on the 27th of the next month. (i.e. May 28th - June 27th, June 28th - July 27th, etc.)

HOW TO ENTER
Enter your information through our web pop up or landing page and confirm your information to enter. No purchase necessary.

THE WINNER
The winner will be chosen at random from all correct entries. The winner will be notified by email on the 28th of the month. If the winner cannot be contacted or does not claim the prize within 48 hours, Catastrophic Creations reserves the right to withdraw the prize from the winner and pick a replacement winner. Catastrophic Creations decision in respect of all matters to do with the Giveaway will be final and shall not be subject to review or appeal by any entrant or by any third party.

PRIZE
The promotional prize shall be a Catastrophic Creations product as indicated on the Catastrophic Creations give away pop up. The prize is as stated and no cash or other alternatives will be offered.

PERSONAL DATA
Each winner agrees that, by participating in a Giveaway, Catastrophic Creations may use the winner’s name in any manner and in any medium for its promotional purposes without additional approval or compensation being required, including posting in a winner’s list, Social Media posts and/or stories.

LIMITATION OF LIABILITY
By entering the Giveaway each entrant agrees to release, discharge and hold harmless Catastrophic Creations, its legal representatives, respective officers, directors, employees and agents from any damages whatsoever suffered or sustained in connection with the Giveaway or the acceptance of the prize.

GENERAL TERMS & CONDITIONS
Catastrophic Creations reserves its right to cancel the Giveaways at any time or change the provisions of the General Terms & Conditions at its sole discretion and such change shall have immediate effect upon the publication thereof.