Welcome to Catry Support Page
How can we help you?
Order related? Product related? Customer Service related?
We can assist you with many different inquiries, including but not limited to order, product details, shipping, and customer service questions.
General Questions
I did not receive my package, what should I do?
Please check if the package delivered to your back yard or neighbors by mistake.
If you already checked, please send us an email with your order number and your address, we will get back to you with a solution ASAP.
You can also call us during our business hours to provide all information through the phone.
What should I do if a product is missing a part, is defective, or does not include instructions manual?
Please email us your order number, part number you're missing and your address, We will gladly ship the missing part to you. You’ll be receiving an email with a tracking number
from us.
For defective part, please include a photo of the defective part.
You can also call us during our business hours to provide all information through the phone.
I am having issues assembling / product is wobbly after assembly.
Please tighten all posts and screws on the product .If you are still experiencing issues with the
assembly of your cat tree, please email us a photo/short video with your order number. Our experts will gladly schedule a phone call to further assist you. You can also visit the “Assembly Videos” tab in our website for a detailed instructions video.
You can also call us during our business hours to provide all information through the phone.
I want to get a replacement part.
Please email us your order number, your address and the part number you want to purchase, and we will get back to you with the total cost and payment method.
For orders cover under warranty time, please email all the details to us and we will be more than happy to send you a replacement part.
If you don't know the part number, you can take a photo of the cat tree and circle the part you need.
You can also call us during our business hours to provide all information through the phone.
I did not receive my refund after I retuned the product. What should I do?
Refunds generally post in your account within 48 hours after receiving the returned package. If it does not show in your account, please email us with your order number, and the tracking number for the return package, we will investigate and get back to ASAP.
You can also call us during our business hours to provide all information through the phone.
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Defective or Missing Part
Sometimes life happens, we will provide you free parts delivered to your home.
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Have a hard time assembling?
Our customer service team could help. You can call us during normal business hours to get live help from our expert.
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Replacement Parts
Parts get ripped, but is the whole cat tree still in good condition? We provide free parts if your product is under warranty. We also provide affordable replacement parts if out of warranty.
Contact Us
Phone: 626-968-1516 ext.8002
√English √Spanish √Mandarin √Cantonese
Monday - Friday 9:00am - 4:00pm PST
Email: customerservice@catrygroup.com
Please prepare your order number, model number when you contact us to save time.
Can't find a model number? Attach a photo in the email or describe how it look likes on the phone.
Contact Us
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Email Us
customerservice@catrygroup.com
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Call Us
Phone: 626-968-1516 ext.8002
Monday - Friday 9:00am - 4:00pm PST
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We Speak
- English
- Spanish
- Mandarin
- Cantonese
