Shipping
Delivery is included in every price. There is no freight charge at checkout and nothing further to pay on arrival.
Where we deliver
We currently deliver to addresses within the United States.
How long it takes
Commissioned pieces — Ascent and Canopy
Eight to twelve weeks from the day you approve your portrait.
Your commission doesn't begin when you order. It begins when you approve the drawing we send you, because that drawing is what we build from. The sooner you answer the questionnaire and approve the portrait, the sooner the eight weeks start.
Everything else — Circuit, Sanctum, Quarters and Provisions
These pieces ship from our makers directly. We will confirm your delivery window within one business day of your order.
How it arrives
Smaller pieces come by courier and need no arrangement.
Larger pieces — wall systems and trees — travel by freight. The carrier will telephone you to agree a delivery window, which is why we ask for a number at checkout. Delivery is to the ground-floor threshold of your address: the carrier brings it to your door, not up your stairs or into the room.
Before you approve your portrait, measure
A twelve-foot tree has to get into the room it's meant for. Check your doorways, your stairwell, your lift, and your ceiling height, and tell us if anything is tight. We can adjust the design, and we would far rather do that at the drawing stage than after it's built. Ask us anything about dimensions at any point — info@cattora.com.
When it arrives
Please look at it before the carrier leaves, and open it within a day or two.
If anything is damaged, photograph the piece and the packaging and email us within seven days. We'll repair it, replace it, or refund you, at no cost to you. Keep the packaging until you're satisfied — we may need it for a return.
Tracking
We'll email you when your piece leaves us, with tracking or the carrier's reference. During a commission we'll be in touch at each stage: questionnaire, portrait, build, photograph, dispatch. You won't be left wondering.
Returns
Commissioned pieces — Ascent and Canopy
Before you approve your portrait, you can cancel at any time, for any reason, and we'll refund you in full. Email info@cattora.com. Nothing has been built and it costs you nothing.
Once you approve the portrait, the commission can't be cancelled or returned. From that moment we're building a piece that exists only for you — your wall, your ceiling height, your cats — and there is nobody else it could go to.
That's why we show you the drawing first. Take your time with it. Ask for changes. Nothing is made until you say so.
This doesn't affect your rights if a piece arrives faulty, damaged, or not as described.
Everything else
Thirty days, for any reason. If a Circuit, Sanctum, Quarters or Provisions piece isn't right for your home, email us within thirty days of delivery and send it back unused and in its original packaging for a full refund of the purchase price.
Return shipping is at your cost unless the piece is faulty or arrived damaged, in which case we cover it.
Litter, food and other consumables can't be returned once opened.
If something is wrong
Damaged on arrival: tell us within seven days with photographs of the piece and the packaging. We repair, replace or refund, at no cost to you.
A fault within twelve months: every piece is warranted against defects in materials and workmanship for twelve months from delivery. Email us with photographs and we'll repair it, replace it, or refund you.
The warranty doesn't cover normal wear, accidental damage, alterations made after delivery, or damage from use the piece wasn't designed for.
How to start a return
Email info@cattora.com with your order number and, where relevant, photographs. We'll reply within one business day with instructions. Please don't send anything back before you hear from us — larger pieces need a freight collection arranged.
Refunds
Refunds go back to the card or account you paid with, within five business days of us receiving the piece or agreeing the return. Your bank may take a few days more to show it.
Cattora is a brand of Ascension Hive Inc., 7901 4th St N, Ste 300, St. Petersburg, FL 33702, United States.
These pages sit alongside our Terms of Sale, which govern every order.