Return and refund policy

Last updated: 10/25/2026

30-day returns

You may return an item within 30 days of delivery if it meets these conditions:

  • It is unused, clean and free of pet hair, scratch marks and odors.
  • It is complete, with all parts, hardware, tools and instructions.
  • It is in its original packaging. Cat trees, condos, wall shelves and other items that need assembly must be unassembled, or taken apart and repacked in the original box.

Items that have been used by a cat, show scratching wear, or come back assembled or without their original packaging may be refused, or refunded at a reduced amount that reflects their condition. We email you photos and the amount before issuing a reduced refund.

How to return

  1. Email support@whiskerwilds.com within 30 days of delivery with your order number, the item you want to return and the reason.
  2. We reply within 1 business day with a return authorization and the return address. Do not send returns to our Montana office; it cannot accept packages for return.
  3. Ship the item within 10 days of receiving the authorization, using a carrier that provides tracking, and send us the tracking number.

Return shipping costs

For returns that are not caused by us (for example, you changed your mind or the item does not fit your space), the customer pays the return shipping. Large items such as cat trees cost more to ship, so please check the carrier's rate before you send one back. For items that arrive damaged, defective or incorrect, we email you a prepaid return label and there is no cost to you. For some damaged or defective items we may send a replacement part or a new item without asking you to return the original.

Damaged, defective or missing parts

Report shipping damage within 7 days of delivery, and defects or missing parts within 30 days of delivery. Email support@whiskerwilds.com with your order number and photos or a short video. We send the missing part, replace the item, or refund it in full. Some products come with a product warranty, noted on the product page; after 30 days, email us and we will help you use it where one is offered.

Refunds

Once the returned item has been received and inspected, we issue the refund to your original payment method within 10 business days. We refund the product price and any sales tax paid; standard shipping was free, so there is nothing to deduct. Your bank or card issuer may take a few more days to post the credit. We email you when the refund is issued.

Exchanges

We do not process direct exchanges. To get a different color or size, return the item for a refund and place a new order.

Not returnable

Gift cards and items marked final sale at the time of purchase.

Contact

Whisker Wilds is operated by VELMORO LLC, 1001 S Main St, Ste 600, Kalispell, MT 59901, United States. Email support@whiskerwilds.com. Customer support: 24 hours a day, Monday to Friday.