Last updated May 1, 2018
FREQUENTLY ASKED QUESTIONS
HOW IS THE PRODUCT
The Catown panels are made of FSC® certified birch plywood, treated with a transparent natural varnish. The clips are made of recycled plastic.
The dimensions of the square panel are 295 × 295 mm with a thickness of 8 mm. The rectangular version of the panel measures 90 × 295 mm with a thickness of 8 mm.
The fitted Catown bed measures 327 × 327 × 327 mm. Grant us small variations due to the very nature of the wood that is alive. The open kennel version measures 327 × 327 × 90 mm.
The FSC® certification, Forest Stewardship Council, is the main guarantee on the origin of wood or paper. This is an international certification system that ensures that the raw material used to make a wood or paper product comes from responsibly managed forests, where strict environmental, social and economic standards are met.
To learn more about the Forest Stewardship Council, please click here.
The health of your cat, yours and the environment in which we all live are dearest to us. This is the reason why we chose FSC® certified birch wood panels, without chemical adhesives and we designed recycled plastic clips. Catown is also eco-friendly in packaging care: we have limited the use of paper at most.
THINGS TO KNOW BEFORE USING
Small, large, thin or a little abundant. Catown kennels are designed to accommodate all cats, from the laziest to the liveliest. The space of about 304x304x304 mm is also suitable for “beautiful big cats”. No surprise: we know very well the adaptability of cats in spaces that we may seem small.
You can enlarge your Catown horizontally without any limit; the floor will be a solid base. Vertically, you can stack safelly up to 3 Catown modules. If you wish to compose an higher cat-house, we recommend to you fix them to some stable structure, such as walls and furniture. To do this, use the central hole on each panel: you just need a piece and / or a simple screw. Our modular cubes are designed to accommodate one or more cats and therefore are not suitable for support the excessive weight of children and adults. Only cats can play with their Catown! We therefore disclaim any responsibility for uses different from hosting cats inside and above the cube.
Catown is very resistant to loads and is a very stable structure if built following the instructions provided in the box with which it is delivered and reported here too.
The capacity of a Catown module has been tested up to a maximum of 25 kg (the weight of 2 cats in “perfect shape”). It is not recommended to use Catown with higher loads. We disclaim any responsibility for different uses of the cat-houses.
It is not recommended to use Catown outdoors in unprotected conditions because the birch plywood panels, despite the transparent protection, do not tolerate water in high quantities and could be damaged. The slots designed for air recirculation and to facilitate the cleaning of the kennel, moreover, would allow the rain to penetrate directly into the interior. If you have a terrace, a basement or a protected area the cube can easily stay outside. The important thing is that it is not in direct contact with water.
MAINTENANCE AND REPAIRS
If you break a clip, we’ll give you two. Inside the Catown case you will find a code that allows you to order two Catown clips from the site at the sole cost of shipping.
If the panel is damaged when it is delivered, send immediately – within 24 hours after delivery – an e-mail to email@example.com, attaching photos to document the damage present. Remember to indicate the order number. We will provide to send to you a new panel to replace the damage one free, including shipping costs. We are very careful about the quality control of the product, but we are human and sometimes something eludes us, but we immediately fix it: never ever we want to disappoint a feline friend. If, on the other hand, you are looking for a visibly damaged package, sign with reserve. We’ll explain you better later.
No special maintenance. These products are hygienic and can be cleaned without disassembling. When you need, just pass the washable panels with a simple cloth moistened in water and then wring it out. Read more here in the section dedicated to “cleaning and maintenance”.
PURCHASES AND RETURNS
For the Feline Oasis and Onlus Associations there is a 15% discount voucher valid for all purchases. To get it, visit this page fill out the form that you will find with all the required data. Once you have verified the requirements, you will receive the discount voucher.
Catown’s commitment to animal friends is not limited to this. Every 100 Catown modules sold a Feline Oasis or Association registered to our program will receive 1 Catown kennel, subject to availability. To join our program visit this page.
At the moment the accepted payment methods are PayPal, Postepay, credit card and bank transfer.
Of course, che in the purchase phase (alterati in the “shopping cart” section) we ask you for billing information, you can choose whether to make the invoice out to an individual or a company (or freelancer with VAT number). Billing information can be changed at any time.
At the moment Catown can be purchased only online on this site. Would you like to become a reseller? Read here what we propose and contact us.
You’re already here, buy now! Anyway Catown can be bought only on catown.it and soon in the physical stores with which we are starting to collaborate.
CAN I CANCEL MY ORDER?
The possibility of canceling your order depends on the payment method used.
1) If you have chosen an advance payment formula (Credit card, PayPal, Postepay) and if the payment has not yet been made (therefore the money has not been withdrawn from your account) you can cancel your order through the personal area of your online account.
2) If you have chosen the payment by bank transfer, the cancellation request must necessarily be forwarded via e-mail to firstname.lastname@example.org before the debit of the bank transfer.
Obviously we will refund you and we will through the same way that you used for payment (Credit Card, PayPal, Postepay, bank transfer).
Yes, making a return is quick and easy and the refund is guaranteed within 14 days of purchase, except for customized products. Download and fill out the form you find here to request the return and send it by e-mail to email@example.com; send the returned item to White Paper S.r.l. unipersonale, viale XXIII Marzo 1848, 12 – 33100 Udine – Italy. You can request the replacement of one or more items, a voucher equal to the amount returned, to be spent later with your next purchase or refund. Before starting, carefully read the Conditions of Sale.
Currently we ship all over Italy, including islands, and abroad in Germany, France, Spain, United Kingdom, Poland, Czech Republic, Hungary, Bulgaria, Slovenia, Romania, Slovakia, Croatia, Austria, Sweden, Belgium, Denmark, Luxembourg.
Shipments to PO boxes (CP / P.O.Box) are not allowed because the POD (Proof Of Delivery / Proof of Delivery) must be countersigned by the consignee at the time of delivery.
The timing of delivery of Catown is linked to the payment.
If you have chosen to pay by credit card, PayPal or Postepay without any customization of the product, your order will be prepared in 2 working days. To this you will have to add the delivery time of the shipper.
In case of payment by bank transfer we have to wait for the amount to be credited and then two working days before entrusting your Catown to the courier.
For the courier delivery times vary depending on the destination of the order. On average it is 3/4 days.
If the customization of the product is required, from the time of payment the shipping times are approximately 7 working days, to which the courier times must be added.
Catown will be shipped in its convenient and practical case by express courier. Depending on the destination, we rely on SDA, TNT, BARTOLINI, UPS, CRONO DI POSTE ITALIANE E NEXIVE.
If, despite our attentions, the package still arrives damaged, dented, torn, wet or laundry, ask for explanations to the courier that delivers it and above all, very important, accept with reserve, which is sign and add the word “with reserve”. This gives the possibility to check the contents of the package at a later time and, if the contents are damaged, take back the courier.
If you notice damage outside the package, always sign with reserve otherwise it will be useless to claim the damage to the courier later: signing without reserve means accepting the package without problems. From that moment on, the courier is relieved of all responsibility.
And if externally the package is not damaged, but you still have serious doubts? Signature with reserve. Some couriers do not allow to sign with reservation if there is no cosmetic damage. In this case it is convenient to open the package in front of the courier, before signing, and make sure everything is OK or don’t accept the package that will be reported in the courier’s branch and call the shipper’s customer service to explain what happened and fix the situation .
This is not an invitation to sign with reserve as a precaution. We suggest to be honest and add “with reserve” only when it is really necessary.