Shipping times & costs

When will I receive my order?

Your ORDER STATUS will indicates when your order will leave our warehouse. Most items are shipped via Ground services (UPS, FedEx), with extra large items being shipped by freight. When your item is shipped, if a tracking number available it will be listed next to the item on your item status. You will also receive an email notice with the tracking information.  PLEASE NOTE: All orders ship with no signature required unless otherwise requested.

There is no need to email us asking if your order has shipped or when your order will ship, as you can obtain this info from your ORDER STATUS. If your item still appears unshipped after the specified period of time, please CONTACT US to inquire about its status.

Why did I only receive 1 item or 1 piece of my order?
As shown in your ORDER STATUS, some items from your order may be shipping separately. In addition, large furniture pieces often ship in multiple boxes and often arrive on different days. Simply refer to the tracking numbers to track the progress of each piece of your order.

Why does it cost to much to ship my large item?
Shipping costs for large furniture items can be higher than you would expect, depending on your distance from the shipping location. Instead of flat packing the larger items we try to ship as close to fully assembled as we can, so that you can quickly and easily assemble your tree.  Please remember, our furniture is solid wood, very heavy, and in addition very large in many cases. Shipping costs can be high based on the weight and/or the dimensions of the item.

Rest assured that keeping shipping costs as low as possible is our goal! We have designed our pieces and their packaging to minimize shipping charges whenever possible. In addition, we have priced our items such that they are comparable or less than physical store prices, even with the shipping costs.


International Shipping (Outside of the USA)

Do you ship outside of the continental United States?
Yes! has partnered with a trusted third-party company, International Checkout, to fulfill orders for our international customers. Simply put any items you wish to purchase in your shopping cart and choose the "international checkout" option. The items will automatically be transferred into a CatsPlay's International Checkout cart. You may pay with international credit cards, PayPal and bank wire transfers. International Checkout will process your payment and guarantee delivery. Once your order is completed, all inquiries should be directed to International Checkout Customer Service Department.

Customers in Alaska, Hawaii, and with APO or FPO addresses should also use our international shipping option.

Sale Policies

What are your policies on sales and discounts?
From time to time we may offer sales on our products. Sign up for's email newsletter to receive exclusive offers, discounts, coupons, news, contests, and free pet product giveaways.

Please note that sale prices cannot be applied to orders placed prior to the start date of a sale, whether or not your order has been shipped.



You may return an item. Please be aware of the following stipulations regarding all returns:

  • Merchandise must be in new, unused condition with all tags and paperwork still attached.
  • All returns must be in the original packaging.
  • All returns require a return authorization number. Any returns sent back without a return authorization number are subject to a 20% restocking fee.
  • Request to return must be reported to us within 7 calendar days of receipt of your item
  • Returned merchandise must be received back by us within 15 days of receipt of the merchandise
  • With the exception of shipment damage or a defective product, all shipping and handling fees are non-refundable. Buyers are responsible for all return shipping costs.
  • Any specially customized item or item personalized with your pet's name is not returnable.

How do I obtain a Return Authorization and Return Instructions?

Please use our return request form to a return authorization number and return instructions.

A special return address must be used in order for your return to be accepted. Do NOT return the item to the sending address. We have special returns processing units, and we will supply you with the proper return address at the time you inform us of your need to return.


Order Cancellations

For custom made items:

  • Cancellation requests must be made within 24 hours of having placed the order, otherwise no cancellations.
  • If your order has been built or begun being built, but not shipped, at time of cancellation there is a 15% cancellation fee
  • If your order has been built, packaged and shipped at time of cancellation there is a 15% cancellation fee plus 2-way shipping


For pre-manufactured items:

  • Cancellation requests must be made within 24 hours of having placed the order, otherwise no cancellations.
  • If your has not shipped, at time of cancellation there is a 15% cancellation fee
  • If your order has been shipped at time of cancellation there is a 15% cancellation fee plus 2-way shipping

Please keep in mind that in many cases we ship more quickly than the stated item timelines.


Ordering, Payment & Billing

What payment methods do you accept?
We accept VISA, Mastercard, American Express, and Paypal.

Is my credit card information secure?
All payment information is encrypted and collected via our secure server.

Do you take phone orders?
No, we do not accept phone orders.

May I pay by check or money order?
No, we do not accept check or money order.

How will I know that you have received my order?
You will receive a confirmation email.


Assembly & Instructions

Is assembly required on the items I ordered?
For some large cat furniture pieces on our site, some simple assembly is required. This is necessary so that the furniture can ship via traditional Ground means instead of via freight. Typically, this simply means that the furniture may come in two pieces that need bolted together. All required hardware is provided, as well as instructions. In some cases, some additional assembly may be required. If this is a concern, please ask.


Our custom made cat furniture selections employ solid wood center poles and legs, cut-pile non-loop carpeting, extra bracing and wide wobble-free bases, making our furniture unlike any other you have ever seen or owned. Our "One at a Time" manufacturing process assures quality control surpassed by none! With our wide range of heights, different choices of tops and great designs we have a house for even the pickiest of cats and their friends.

Quality materials are used in the production of our pre-manufactured lines of cat furniture. Email us if there is any problem with any product.

If the piece arrives damaged, notify us immediately.  Please send us pictures of the damaged shipping container and the damaged item.  We will repair or replace the damaged item.

Remember some cats are more aggressive then others in their habits. Sisal will last longer then carpeting, however, we know our poles, legs, shelves, and bases will hold up to most any cat attacks. Contact Info

What is the phone number and address of
We are an Internet company and find it most efficient to handle all customer service inquiries via email. By using email, you will be assured the quickest answer to your question (answers provided within 1 business day).

Our address and contact info is: Heaven Pet Supplies
423 Centennial Street

Santa Cruz, CA 95060

Phone: 831-750-5784

Contact: Brian Bettar

Do you have a physical store?
No, we are an Internet only company. This allows us to keep overhead to a minimum and provide you with the lowest pricing possible!

Do you have a catalog?
No, we do not have a printed catalog at this time.