Frequently Asked Questions | Cat Tree Palace

Have a question about Cat Tree Palace that you need help with? We've put our most frequently asked questions below. If you don't see your question, please ask out team at


Where is my order?

After placing your order with Cat Tree Palace, you will receive an email to notify you that our team has received your order. Once your order is processed and shipped from one of our facilities we will notify you via email with your tracking information. View our shipping page to view estimated delivery times and if you believe there has been an error please contact us.

Can I place an order via the phone?

Currently Cat Tree Palace cannot accept payments or orders over the phone although if you are experiencing issues placing your order online please email our friendly team at

Company Information

Where is Cat Tree Palace based?

Cat Tree Palace is an online retailer with fulfillment centers in California, Texas & New Jersey. Learn more about us by visiting our About Us Page.

Can Cat Tree Palace be visited in person?

Cat Tree Palace is an eCommerce only business meaning that we only operate online and do not have a physical store that you can visit. This allows us to provide a wider range of products and more convenient and tailored service to our customers.  

I require assistance, what do I do?

Our team would love to help you out! Please reach out to them by emailing us at

Hours of Operation

We operate Monday to Friday, and are closed Saturday & Sunday. All emails and orders received over the weekend, are responded to Monday morning.

Shipping & Returns

Where are your orders shipped from?

Cat Tree Palace is a US-only pet supplies company. Depending on the items in your order and your location your order may be dispatched from either our California, New Jersey or Texas fulfillment centers. On some occasions we may ship directly from our suppliers warehouse within the US, so items in your order may arrive at slightly different times and with different couriers.

Do you ship to USA only?

Yes that's correct, Cat Tree Palace is a pet supplies company that serves the United States only and all products are shipped from within the US from either California, Texas or New Jersey. 

We currently Do Not ship to Hawaii or Alaska

How do I track my order?

Once your order has been shipped we will email you your tracking information and tracking number. Alternatively you can enter your tracking number with the courier below:


Please contact our team at if you are experiencing any issues.

How long will my order take to arrive?

We aim to get your order to you as fast as possible as we understand that sometimes your pet just can't wait to get their new cat tree. As this is the case, most orders are dispatched within 1-2 business days and delivery to most areas within the US should take between 2-7 business days from the day you order to arrive to your doorstep. These delivery times may be affected by location, product size and from which warehouse the product is being dispatched.

For more detailed shipping information click here.

Do you deliver USA wide?

For the most part you can assume that Cat Tree Palace ships US wide, although there may be some instances where certain products cannot be delivered to certain zip codes due to a number of factors including warehouse availability, total distance, weight and size. If there is an unexpected delivery fee we will typically cover this, although we will make contact with you in rare cases where we cannot.

Can my order be shipped to a Post Office box?

In some cases Cat Tree Palace can deliver to PO Box and parcel locker addresses although although, larger items where there are specific weight and size restrictions your order may be delivered by one of our independent courier partners in which case we will contact you to request an alternate residential or commercial delivery address.

How much is the cost of shipping?

Shipping costs with Cat Tree Palace are calculated on a per-product basis which is dependent on weight and size. To get an exact shipping cost for a product/s you see on our website, simply add your product to your cart and add a shipping address and you will then be presented with the delivery cost.

Am I able to pay for an order and deliver it to someone else's address?

This is fine, in order to do this please make sure that the shipping address at checkout is that of the recipient you wish to receive the order and we'll happily send the order to them!

What time of day will my order be delivered?

Our couriers do not have a standard delivery time that orders are delivered to you on the specified day of delivery.

Due to it's convenience you may want us to notify our couriers to leave your package in a safe place at your shipping address if you do not happen to be available at the time of delivery.

If you have any questions regarding shipping please contact us at

What if I am not home to accept my delivery?

If you are not home to accept delivery at the time the delivery is due to take place, our courier partner may leave your package in a safe place and notify you of this either via a text message or on the tracking information link you receive via email after we have shipped your order.

If there is no safe place to leave your order, some couriers  may take your product back to their warehouse whereby you can either arrange re-delivery or to pick up your product directly from them.

If you experience any trouble related to shipping please contact us at

Payment Information

What payment methods do you offer?

Cat Tree Palace offers a wide range of secure payment methods including credit/debit cards as well as Buy Now Pay Later options.

At this time we do not currently accept payments via direct deposit.

Are your prices State Tax inclusive?

In states where we are required to charge State Sales Tax, this amount will be added to your order total at checkout.

Can I pay via bank card, debit card or credit card?

Of course! Cat Tree Palace offers a wide range of payment methods including Buy Now Pay Later providers, although if you would like to pay for your purchase now you can use a debit or credit card at checkout.

Is it safe to pay for my order via your website?

To protect your information and keep your payment details safe and secure, Cat Tree Palace uses secure and encrypted payment gateways. This means that your personal details and payment information are protected throughout every step of the process.

There has been an error with my payment, what do I do?

If you have any concerns over billing, please contact us at (

Product Information

I don't see my favorite brand or product on your website. Can I make a request?

Of course! Cat Tree Palace is always on the lookout to expand the range of products we offer especially as we continue to grow into the future. If you have a product recommendation please let us know at

If you are a supplier, manufacturer or distributor of pet products and would like to see your products available on Cat Tree Palace please email our team at

Coupons & Discount Codes

Do you offer discount codes or coupons?

Yes! From time to time, Cat Tree Palace will offer discount codes or coupons that can be used on purchases.

How do I redeem a discount code or coupon?

To redeem a discount code, coupon or voucher please add your products to cart, enter your shipping and billing information and at checkout enter the given coupon, discount code or voucher into the "gift card or discount code" box and make sure to click the "Apply" button to see the coupon discounted from the order total.

If you experience any problems with your discount codes, coupons or vouchers please contact our team at

What if I forget to add the discount code?

Discount codes & Coupons Must be entered at the time of placing the order to be eligible for the discount. Refunds will not be given if the customer has missed applying the discount at the time of the purchase.

Can I use multiple discount codes at once?

Only one discount code or coupon can be applied per order.