Faq’s

Orders are usually processed and dispatched within 24–72 hours on business days. Once shipped, delivery within the EU typically takes around 3–7 business days, depending on your country and how remote your area is. These are estimates only; couriers, weather or strikes can sometimes cause delays.

Standard shipping rates are calculated automatically at checkout and shown before you confirm your order. From time to time we may offer free-shipping promotions for certain products, bundles or minimum order values; any such offers are clearly displayed on the site and/or at checkout.

As soon as your parcel leaves our warehouse, you’ll receive a Shipping Confirmation email with a tracking link (where available). You can use that link to follow your parcel until it’s delivered. If the tracking doesn’t update for several days, just email us at help@comfycat.com and we’ll check with the courier.

All available payment methods (cards, wallets, and any pay-in-instalments options supported in your country) are displayed at checkout. Simply choose your preferred option there; any instalment or financing plan is provided by the payment partner and subject to their approval and terms.

You have 30 days from the date of delivery to request a satisfaction refund. Within that period, you can return your product as long as it’s in reasonable condition and includes all parts and accessories. If the product is unused and in original condition, you receive a full refund; if it has been used but works correctly, the refund is normally minus the original shipping cost.

To start a return, email help@comfycat.com with your order number, the product(s) you’d like to return, a short explanation of the reason, and photos or a short video if the item is damaged or faulty. Our team will reply with the correct return address and simple packing instructions.

After 30 days from delivery, we normally don’t offer full satisfaction refunds unless there is a clear product fault. If there’s no product fault (for example, your cat refuses to use the product), we may, at our discretion, offer a partial refund or store credit as a goodwill gesture. Confirmed manufacturing defects are handled under our faulty product / warranty process (troubleshooting, spare parts or replacement).

Our products are designed for domestic use and must be used according to the user manual (for example, with compatible litter types for ComfyBox Pro). Any standard warranty period and conditions are the ones specified on your product page and in your documentation. On selected orders, you can also add an optional extended warranty at checkout, which gives you extra protection for covered mechanical/electrical faults beyond the standard period. For full details, please refer to the product documentation and the extended warranty information shown at checkout.

Our subscription plans (for ComfyCat litter and FreshBag waste bags) ship automatically at the frequency shown on each product page (for example, every 3 months). You save vs one-time purchases and can pause or cancel your subscription by following the instructions in your emails or by contacting help@comfycat.com before your next billing date.

When this promotion is active, new subscribers to our “Crazy Cat List” receive a free Comfort & Hygiene Kit on their first order over the specified minimum (e.g. ≥ €100). You must confirm your email (double opt-in) via the link we send; once confirmed, the kit automatically appears in your cart when your order meets the minimum value, while stocks last.

For anything—product advice, order updates, returns or warranty questions—just email us at help@comfycat.com. You can also use the contact form on the site; our support team will get back to you as quickly as possible.