SUPPORT FAQ

1. How can I contact customer support? For any enquiries regarding our corrugated cat scratchers, please contact us via email at corrugated@clawfluteboard.com. We aim to respond to all correspondence within 24 to 48 hours.

2. What payment methods do you accept? We accept a comprehensive range of payment options to process your transactions. Supported methods include Visa, Mastercard, American Express, Apple Pay, Google Pay, and supported digital wallets. All transactions are processed using industry-standard encryption protocols to manage your payment data.

3. What is the order processing time? Once an order is placed, our facility requires 24 to 48 hours to prepare the items for dispatch. Orders placed over weekends or public holidays will be processed in the subsequent 24 to 48 hours.

4. How long does shipping take and which carriers do you use? We partner with established carriers including DHL, FedEx, and UPS Priority for all deliveries. Standard transit time for shipments to Europe and the United States is 4 to 9 business days following dispatch.

5. How do I track my order? Our automated system will send tracking updates directly to the email address you provided at checkout. You will receive notification emails at key transit stages, including when the order is dispatched, when it arrives at sorting facilities, and when it is out for local delivery.

6. What happens if my delivery takes longer than expected? If your order exceeds the standard 4 to 9 business days transit timeframe, please contact us at corrugated@clawfluteboard.com. We will immediately initiate an investigation with the respective carrier. Based on the findings of this investigation, we will resolve the issue by issuing a full refund or arranging a replacement shipment.

7. What is your return policy (Right of Withdrawal)? In compliance with European consumer protection laws, customers located in the EU hold a 14-day Right of Withdrawal. This entitles you to cancel your order and return eligible goods within 14 days of receiving your items, without providing a specific reason. To initiate a return under the Right of Withdrawal, please email corrugated@clawfluteboard.com for instructions and the relevant return address.

8. What should I do if my item arrives damaged or defective? If the item you receive has a defect or sustained damage during transit, you are eligible for a refund or replacement. Please email corrugated@clawfluteboard.com within 14 days of receiving the item and include clear photographic evidence of the defect or damage. Upon review of the photographs, we will process your refund or dispatch a replacement. You are not required to return the damaged item to us.

9. How and when will I receive my refund? Approved refunds are issued to the original payment method used during checkout. Depending on the financial institution or digital wallet provider, it may take several business days for the funds to be reflected on your statement.

10. Can I amend or cancel my order after placing it? If you need to make changes or cancel an order, please email corrugated@clawfluteboard.com within the first 24 hours of placement. Once an order has completed the processing stage and entered dispatch, modifications or cancellations are no longer feasible, and the standard Right of Withdrawal process will apply upon receipt of the items.