Can't find your answer? Write to us at titouanprocommerce@gmail.com and we'll be happy to help.
Orders and payment
Is payment secure?
Yes. Payment is made on a secure page and your bank details are never stored by our shop.
How do I know my order has been placed?
You will receive a confirmation email right after payment. Check your spam folder if you can't find it.
Can I change or cancel my order?
Contact us as soon as possible. As long as the order has not shipped, we will do our best to change or cancel it.
Shipping
Which countries do you deliver to?
We deliver to France and all countries of the European Union.
How much does shipping cost?
Shipping is free on orders of €15 or more. Below that, it costs €2.99, in France and in the rest of the European Union.
How long does delivery take?
Allow 5 to 15 business days for small items and 3 to 10 business days for cat trees. All the details are on our Shipping page.
How can I track my parcel?
As soon as your order ships, you will receive an email with your tracking number.
I ordered several items and only received one parcel. Is that normal?
Yes, your items may be shipped separately and arrive a few days apart. Each parcel has its own tracking.
Returns and refunds
Can I return a product?
Yes, you have 14 days after receipt to change your mind. The procedure is explained on our Returns and refunds page.
My product arrived damaged. What should I do?
Send us your order number and a few photos. We will offer you a replacement or a refund, at no cost to you.
Our products
Are the cat trees difficult to assemble?
No: they come with instructions and the small hardware needed. For large models, use the wall strap or ceiling fixing provided for maximum stability.
How do I choose the right cat tree size?
For large cats (Maine Coon, Ragdoll…) or if you have several cats, choose a tall model with a wide base and roomy platforms. For a small space, a compact or floor-to-ceiling model is ideal.
Are the fountains noisy?
Our fountains are designed to be quiet. Keep the water level high enough and clean the pump regularly so they stay that way.
How often should I change a fountain filter?
Generally every 2 to 4 weeks, depending on the number of cats and the water quality. Packs of replacement filters are available on the product pages.
Why raised or flat bowls?
Raised, tilted bowls relieve strain on the neck during meals. Wide, flat dishes stop whiskers from rubbing against the edges, which can bother some cats.
Contact us
By email at titouanprocommerce@gmail.com or via our Contact page.