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Fgbmx reviews each cat tree return against the ordered SKU, its flat-pack component manifest, the condition of the furniture, and the requested outcome. We accept returns for both defective and non-defective products, and we accept exchanges when the requested replacement item is available.
A customer may dry-assemble the empty cat tree once on a clean, padded level floor to inspect component fit and stability. For an eligible non-defective return, do not allow a cat or other animal to climb, scratch, sleep, rub, chew, or enter any part. Disassemble in the reverse guide sequence and include every listed panel, post, platform, condo, perch, sling, rail, sisal part, brace, foot, strap, fastener, tool, and guide. For indoor cat tree orders, support review may compare the component manifest—base, posts, platforms, condos, perches, slings, rails, sisal surfaces, braces, feet, anti-tip straps, fasteners, supplied tool, and assembly guide—with the ordered SKU and delivered carton.
RETURN WINDOW
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. Requests submitted after 30 days may not be accepted unless required by applicable consumer law.
RETURN CONDITION & ELIGIBILITY
Product condition accepted for return: new only. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
An eligible non-defective return must show inspection only, not pet use. It must remain clean, dry, odor-free, and free from pet hair, dander, saliva, claw marks, pulled fibers, flattened bedding, stretched sling fabric, soiling, stains, chewing, frayed sisal from use, drilled holes, wall-anchor marks, stripped threads, split panels, bent braces, compressed feet, missing hardware, or altered parts.
For an approved return, disassemble the unused tree in reverse sequence, bag and identify hardware, protect panel faces and corners, keep post threads covered, prevent sling fabric and plush from contacting sharp parts, and avoid crushing sisal wrap, condo openings, perch rims, or anti-tip straps. Place every component in a sturdy outer carton. After approval, the pre-paid return label is emailed as a downloadable and printable file and must cover the previous delivery label.
RETURN PROCESS & RETURN ADDRESS
To start a return, contact us at support@fgbmx.shop. If your request is accepted, we will email you a pre-paid return shipping label as a downloadable and printable file, together with instructions confirming how and where to mail your package. Items sent back to us without first requesting a return will not be accepted.
Return method: by mail. Approved returns should be mailed to this return address: 24242 Production Circle, Bonita Springs, FL 34135, United States.
Identify the SKU and exact component involved, such as the base, post, sisal wrap, triangular platform, condo panel, round opening, top-bed rim, fabric sling, stitched sleeve, scratching panel, rail, brace, foot, anti-tip strap, bolt, or fastener. For visible delivery damage, photograph the unused component on a neutral surface and the carton label; never place a pet on unstable furniture to demonstrate a problem.
RETURN SHIPPING FEES
For all accepted returns, including defective, damaged, incorrect, and eligible non-defective products, the return shipping cost is covered by us. Return label method: Customer download/print. After approval, the pre-paid return shipping label is sent by email at no cost to the customer. No return label is included in the original delivery package.
RESTOCKING FEE
Restocking Fee: No restocking fee will be charged to the consumers for the return of a product.
REFUND TIMEFRAME
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 days. Bank or card issuer posting times may vary after we submit the refund.
EXCHANGES AND CANCELLATIONS
An exchange may be requested for another available cat tree after the original complete unused set is approved for return. Footprint, height, access sequence, platform and condo layout, sling or perch construction, sisal coverage, assembly method, and product net weight can differ and should be reviewed before confirming a replacement. Customers may request cancellation before the order has been processed or shipped.
CONTACT
For return and refund support, contact support@fgbmx.shop or +1 (903) 430-1696. Support hours: Monday-Friday: 9:00 AM - 5:00 PM (GMT+08:00) Singapore Standard Time (Singapore).