FAQs

Shipping & Delivery

How long does shipping take?

Standard shipping takes 5–10 business days within the US. Processing time is 1–3 business days before your order ships. You will receive a tracking number by email once your order has been dispatched.

Do you offer free shipping?

Yes. Fairela Pet offers free standard shipping on all US orders over $60. Orders under $60 are subject to a flat shipping fee calculated at checkout.

Do you ship internationally?

Currently Fairela Pet ships within the United States only. International shipping is not available at this time.

Can I track my order?

Yes. Once your order ships, you will receive an email with your tracking number. You can track your package directly through the carrier's website or via the link in your shipping confirmation email.

What carriers do you use?

We ship via UPS, FedEx, and USPS depending on your location and the size of your order.

Returns & Refunds

What is your return policy?

Fairela Pet offers a 30-day return policy. If you are not satisfied with your purchase for any reason, you may return it within 30 days of delivery for a full refund or exchange. Items must be in their original condition.

How do I start a return?

Email us at support@fairelapet.com with your order number and reason for return. We will send you return instructions within 1–2 business days.

How long does a refund take?

Once we receive your returned item, refunds are processed within 3–5 business days. The refund will appear on your original payment method within 5–10 business days depending on your bank.

What if my item arrived damaged?

If your order arrived damaged, please email support@fairelapet.com with photos of the damage within 7 days of delivery. We will send a replacement or issue a full refund at no cost to you.

Products & Materials

Are Fairela Pet products safe for cats and dogs?

Yes. All Fairela Pet products are made with non-toxic, pet-safe materials. Our cat furniture uses natural sisal, hemp rope, and solid wood — all free from harmful chemicals and safe for cats at all life stages.

What materials are used in your cat trees and scratching posts?

Our cat trees and scratching posts use a combination of natural sisal rope, hemp rope, solid wood frames, and soft fleece or plush fabric for perches and condo interiors. All materials are cat-safe and durable for regular daily use.

Are the cushions washable?

Yes. Most Fairela Pet bed and condo cushions have removable covers that are machine washable on a gentle cycle. Check the individual product page for specific care instructions.

What are your bowls and feeders made of?

Our elevated pet bowls use food-safe ceramic bowls on natural bamboo wood stands. The ceramic is dishwasher-safe and free from BPA and harmful coatings. The bamboo wood stand can be wiped clean with a damp cloth.

What size cat tree should I buy for my cat?

For most adult cats, a cat tree with at least one perch at 24–36 inches height and a stable base is ideal. If you have a large breed cat (Maine Coon, Ragdoll), look for trees rated for cats over 15 lbs. For multiple cats, choose a tree with multiple perches and a condo so each cat has their own space.

Are your products suitable for kittens?

Yes. Most Fairela Pet products are suitable for cats at all life stages including kittens. For very young kittens (under 6 months), we recommend lower-height perches until they develop full coordination and jumping confidence.

Orders & Payment

What payment methods do you accept?

Fairela Pet accepts Visa, Mastercard, American Express, Apple Pay, and Shop Pay. All transactions are secured with SSL encryption.

Can I cancel or change my order?

Orders can be cancelled or modified within 24 hours of placement. After 24 hours the order may already be in processing and cannot be changed. Contact us immediately at support@fairelapet.com if you need to make a change.

Do you offer discount codes?

Yes. New customers receive 10% off their first order — use code WELCOME10 at checkout. Follow us on Instagram @fairelapet for exclusive promotions and seasonal offers.

Is checkout secure?

Yes. Fairela Pet's checkout is powered by Shopify, one of the world's most trusted e-commerce platforms. All payment information is encrypted and never stored on our servers.

Cat Care Tips

How do I get my cat to use a new scratching post?

Place the scratching post near your cat's favorite furniture or sleeping area. Sprinkle a small amount of catnip on the post to attract their attention. Gently move your cat's paws on the post a few times to show them the motion. Most cats begin using a new scratcher within a few days.

How do I clean a cat tree?

Use a lint roller or vacuum attachment to remove fur from fabric surfaces. Wipe down wood and sisal surfaces with a slightly damp cloth. Avoid soaking sisal rope — let it air dry fully if it gets wet. Removable cushion covers can be machine washed on a gentle cycle.

How do I introduce a new cat bed?

Place the bed in a quiet, warm area your cat already frequents. Put an unwashed piece of your clothing or your cat's favorite blanket inside to add familiar scent. Most cats will investigate and begin using the bed within 2–5 days.

Contact & Support

How do I contact Fairela Pet?

You can reach us by email at support@fairelapet.com. We respond to all inquiries within 1–2 business days Monday through Friday. You can also use the chat button on our website for faster responses.

Where is Fairela Pet based?

Fairela Pet is a US-based online pet store. We ship from warehouses within the United States.