7-Day Return Window Guarantee

Return & Refund Policy

We care deeply about the health and safety of all our feline customers. For this reason, we do not accept returns of used items in order to maintain hygiene standards and avoid any risk of cross-contamination.

That said, if you receive an item with a manufacturer defect, we’re here to help. Please contact us within 7 days of receiving your order at [general@scratchyones.com] and we’ll walk you through the next steps.

To qualify for a return:

• The item must be unused and in its original packaging, with all accessories included.

• You are responsible for return shipping costs.

• Be sure to pack the item securely to ensure it arrives back in good condition.

Once we receive the return and inspect the item, we’ll notify you via email. If the return is approved, we’ll process your refund (excluding the original delivery cost and excluding the return shipping) to your original payment method within 30 days after we’ve received and inspected your return.

To begin a return, please email us with your order details and receipt. Our team will assist you.

With care and gratitude,
The Scratchy Ones Team 

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Shipping

Shipping Policy

International Shipping

We currently ship to the United Kingdom, United States, Australia, Singapore and Taiwan. 
Please note: Import duties, taxes, and related fees are the responsibility of the recipient and are not included in your order total.

Delivery times are estimated and may be affected by customs clearance procedures in the destination country. Unfortunately, such delays are beyond our control.

Order Processing

Orders are processed within 1–3 business days (excluding weekends and holidays). Orders placed during weekends or holidays will begin processing the next business day.

Shipping Address Accuracy

Please double-check your shipping address before placing your order. If an incorrect address is submitted, we may not be able to update it before shipment.
If a package is returned to us due to an incorrect or undeliverable address, we can resend it to your correct address (new shipping fees will apply), or issue a refund minus the original shipping cost.

Tracking Your Order

A tracking number will be emailed to you once your order has shipped. You can use this to follow your order's journey on the carrier’s website.

Customs & Import Fees

Any customs duties, taxes, or import-related fees incurred are the sole responsibility of the recipient. These charges are not collected by Scratchy Ones and are non-refundable.

Damaged or Lost Shipments

If your package is lost, stolen, or arrives damaged, please contact the shipping carrier directly to file a claim. Be sure to keep all original packaging and contents if you're filing a damage claim. Scratchy Ones is not liable for lost or damaged items once they leave our hands, but we’re happy to help guide you through the claims process.

Availability of Goods

We update our stock status regularly—about every 24 hours. In the rare case that an item you selected is no longer available due to high demand, we’ll notify you promptly and provide alternative options.

With care and gratitude,
The Scratchy Ones Team 

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