Frequently Asked Questions
Everything you need to know about shopping with SmartPawly.
🐾 About Our Products
What kind of products does SmartPawly offer?
SmartPawly offers thoughtfully selected products designed to make everyday life with pets more comfortable, playful, and enjoyable.
Our collection currently focuses on cat beds, cat scratchers, cat loungers, and other everyday pet essentials.
Is your cat furniture suitable for all cats?
Our products are designed for everyday use by most cats. However, cats vary in size, weight, and preferences.
Please check the product dimensions and specifications on the individual product page before ordering to make sure the product is suitable for your cat.
How do I choose the right size?
Please refer to the dimensions listed on each product page.
We recommend considering your cat's size, weight, sleeping habits, and available space in your home before purchasing.
If you're unsure which product is right for your cat, feel free to contact our customer support team.
Are your cat scratchers safe for cats?
Our cat scratchers are designed for normal everyday scratching and lounging.
Please inspect the product before use and place it on a stable, suitable surface. Always supervise your pet when introducing a new product.
Are the materials pet-friendly?
We carefully select materials based on the intended use of each product.
Please check the individual product page for specific material information, dimensions, and care instructions.
📦 Shipping & Delivery
Do you offer free shipping?
Yes! We currently offer free shipping on orders where the free-shipping offer is displayed at checkout.
Shipping availability and delivery estimates may vary by product and destination.
Where do you ship from?
Selected products are shipped from our available fulfillment locations, including our U.S. warehouse where applicable.
The actual fulfillment location may vary depending on product availability.
How long will my order take to arrive?
Delivery times vary depending on the product, destination, and shipping method.
Your estimated delivery time will be provided during checkout or in your shipping confirmation.
Once your order has shipped, you will receive tracking information when available.
Will I receive a tracking number?
Yes. Tracking information will be provided for eligible shipments after your order has been shipped.
Please allow some time for tracking information to become active after the carrier receives your package.
Can I change my shipping address after placing an order?
If you need to change your shipping address, please contact us as soon as possible at:
Email：l04907618@gmail.com
WhatsApp：+8615806031179
We cannot guarantee that an address can be changed after an order has been processed or shipped.
What should I do if my package is delayed?
If your order has not arrived within the estimated delivery window, please contact us with your order number.
We'll help you check the latest shipping information and determine the next steps.
🔄 Returns & Refunds
What is your return policy?
We want you and your pet to be happy with your purchase.
If you are not satisfied with your order, please contact us within 30 days of delivery to discuss a return or refund.
Please review our full Return & Refund Policy for eligibility requirements and return instructions.
What if I receive a damaged or incorrect item?
We're sorry if something went wrong with your order.
Please contact us as soon as possible and include:
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Your order number
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A description of the issue
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Clear photos of the item and packaging
Our customer support team will review the situation and help you with the next steps.
How long does a refund take?
Once an approved return has been received and processed, refunds are issued to the original payment method.
The time it takes for the refund to appear in your account may depend on your bank or payment provider.
Can I return a product that my cat doesn't like?
If your cat doesn't take to a product, please contact us within the applicable return period.
Return eligibility depends on the condition of the product and the terms of our Return & Refund Policy.
💳 Orders & Payment
What payment methods do you accept?
We accept the payment methods displayed at checkout.
Available payment options may vary depending on your location and device.
Is my payment information secure?
Yes. Payments are processed through secure payment systems provided by our payment partners.
SmartPawly does not store your full payment card information.
Can I cancel my order?
If you need to cancel an order, please contact us as soon as possible.
We will do our best to accommodate cancellation requests before the order is processed or shipped.
Once an order has been processed or shipped, cancellation may no longer be possible.
I entered the wrong address. What should I do?
Please contact us immediately at:
Email：l04907618@gmail.com
WhatsApp：+8615806031179
If your order has not yet been processed, we'll do our best to update the shipping information.
🧼 Product Care
How do I clean my cat bed or cat furniture?
Care instructions vary by product.
Please follow the cleaning and care instructions provided on the individual product page or with your order.
For products with removable cushions or covers, check the specific product instructions before washing.
Can my cat use the product immediately after delivery?
Yes, but we recommend allowing the product to settle after unpacking, especially if it was compressed or folded during shipping.
Place it in a quiet, familiar area and give your cat time to explore it at their own pace.
My cat doesn't use the new bed or scratcher. What should I do?
Cats can be very particular about new things!
Try placing the product near your cat's favorite sleeping or scratching area.
You can also introduce it gradually and use your cat's favorite toy or other familiar items to encourage exploration.
Every cat is different, so give them some time to get comfortable with their new space.
📩 Contact Us
How can I contact SmartPawly?
We're happy to help!
For questions about your order, products, shipping, or returns, please contact us at:
Email：l04907618@gmail.com
WhatsApp：+8615806031179
Please include your order number whenever possible so we can assist you more quickly.
Customer Support Hours:
Monday–Friday
9:00 AM–6:00 PM EST