Shipping & Returns

Delivery

Choose how you get it at checkout. Express to your door is £5.95: your order is packed first and handed to Evri Next Day, so it arrives in 1–2 working days. Or pick free delivery to an Evri ParcelShop near you (choose “Pickup point” at checkout) — it arrives within 5 working days of dispatch and the shop keeps it for 10 days. In-stock orders are dispatched within 1 working day from our Peterborough workshop, and you get a tracking link by email.

Express and ParcelShop delivery are for colours marked In stock. Evri Next Day does not reach the Scottish Highlands, islands or Northern Ireland — if you choose Express for one of these addresses, we send your parcel by the fastest service available and refund the £5.95. The ParcelShop option is not shown when you pay with Apple Pay, Google Pay, Amazon Pay or PayPal.

If your tracking hasn't moved for 7 working days, email us — we'll send a replacement or refund you in full.

We currently ship to the United Kingdom only. For Ireland or the EU, email us and we'll quote.

Pre-orders

When a colour is marked Pre-order it is being made in our next production batch, and delivered free to your door, tracked, on 15–25 November 2026. You order and pay as usual, and we e-mail you the moment your scratcher is dispatched. You can cancel a pre-order at any time before dispatch for a full refund — reply to your order e-mail, or cancel it yourself in your account. If the batch is delayed, we e-mail you a new dispatch date straight away, and you can keep your order or cancel it for a full refund. Colours marked In stock are dispatched within 1 working day. If your order mixes both, we send the in-stock items straight away and the pre-order items when the batch is ready — at no extra delivery cost.

Returns

Changed your mind? You have 30 days from delivery to return a scratcher that is unused, undamaged and in its original packaging. Cardboard shows claw marks straight away, so please decide before your cat starts using it — if the scratcher comes back used or damaged we may reduce the refund to reflect the loss in value.

Email us with your order number and we'll confirm the return address. Return postage is at your cost — our scratchers are large parcels, so please use a tracked courier and keep the proof of postage. If you prefer, we can book a courier collection for you and deduct the cost (typically £9.95) from your refund. The refund goes back to your original payment method within 5 working days of the item reaching us.

If your order arrives damaged or faulty, that's on us: we replace it or refund you in full and cover the return at our cost. Nothing here affects your statutory rights — the full detail is in our refund policy.

14-day money-back guarantee

If your cat ignores the scratcher in the first 14 days, tell us. We'll suggest a placement trick or two first (it usually works) — and if it still doesn't, we refund you and you can donate the scratcher to a local shelter. No return, no postage to pay.

12-month guarantee

Every CAT JOY scratcher is guaranteed for 12 months from delivery against structural failure under normal domestic use: the cardboard layers coming apart, the wooden facade detaching, or the body breaking or collapsing under the weight of the cats the model is made for. It is a promise that the scratcher holds together — not that it stays looking new.

What it does not cover: normal wear of the scratching surface (corrugated cardboard is made to be scratched and will show marks, loose fibres and shallow grooves); damage from chewing, biting or dogs; water, damp, spilled liquids or outdoor use; misuse, cutting, painting or altering the scratcher; use by more or heavier cats than the model is made for; cosmetic marks; and a cat simply not taking to it — that is what the 14-day money-back guarantee above is for.

To claim, email meow@catjoy.uk within the 12 months with your order number and two or three photos of the problem. If the fault is covered we send a free replacement; where that isn't possible we repair or refund. We may ask you to return the faulty item, at our cost.

Questions? Email meow@catjoy.uk, call +44 7537 133317 or message us on WhatsApp.