Frequently Asked

Orders are processed in 2–3 business days. Delivery time depends on the option you choose:

US:

• Standard: total 10–13 business days (processing 2–3 + delivery 8–10)
• Express: total 9–13 business days (processing 2–3 + delivery 7–10)

International:

• Standard: total 12–17 business days (processing 2–3 + delivery 10–14)
• Express: total 9–13 business days (processing 2–3 + delivery 7–10)

You'll get a tracking email the moment your order ships.

US domestic:

• Standard (8–10 business days): Free on orders over $60. Under $60: $9.90 flat.
• Express (7–10 business days): $15.90

International:

• Standard (10–14 business days): $14.90
• Express (7–10 business days): $18.90

All shipping costs are shown at checkout.

Prowlet ships to the US and 25+ international markets (including Canada, the UK, major EU countries, Australia, the UAE, and more). Available shipping options will appear at checkout based on your country.

If your country isn't available at checkout, email hello@prowlet.com — we'll see if we can open it up.

We email tracking info the moment your order ships. You can also log into your account or click the "Track Order" link in the footer. Note: it may take a little time after pickup for the carrier to update tracking info.

Email hello@prowlet.com as soon as possible. During the processing window (2–3 business days), we can usually make changes. Once shipped, we can't pull it back.

Exchanges are simple. Any unused item — with tags intact and in its original packaging — can be exchanged within 30 days of delivery (pre-orders excluded).

The fastest way: return the original first, then place a new order once the refund processes. For other situations, email hello@prowlet.com and we'll help.

30-day returns, no reason needed (counted from the day you receive your order). Items must be:

• Unused, in original condition
• With tags intact
• In original packaging
• Accompanied by proof of purchase

Non-returnable items: custom or personalized products, gift cards, and items marked final sale.

EU 14-day cooling-off period: Orders shipped to EU countries are entitled to 14-day no-reason returns by law — same conditions apply.

Return warehouse: Returns are handled through our authorized return warehouse. Please contact us at hello@prowlet.com before sending any return — we'll provide complete return instructions. Returns sent without prior approval cannot be accepted.

Please inspect your package on arrival. If you find damage to the packaging or a defect in the product, take photos (outer packaging + damaged areas) and email hello@prowlet.com within 24 hours, along with your order number.

We'll evaluate right away and arrange a free replacement or full refund — covering all related shipping costs.

Send a photo of the item you received to hello@prowlet.com, along with your order number. We'll handle it immediately. If it was our mistake, we cover the return shipping and send the right item — or issue a full refund.

It depends on the reason:

• Our mistake (wrong item, defective, damaged in transit) → we cover all return shipping.
• Personal reasons (don't like it, doesn't fit, changed your mind) → customer covers return shipping.
• Original shipping fee on the order is non-refundable.

Note: Items damaged by misuse, wear and tear, or customer-caused damage are not eligible for return.

Refund timing: Once we receive and inspect your return, refunds go to your original payment method within 10 business days. Your bank may take an extra day or two to post it.

100% polyester fiber felt, hot-pressed for density. Meets E0-grade eco standards (no formaldehyde, third-party lab tested). Not wool — but plush, durable, and fully cat-safe.

The felt itself has no odor. Some products use laser cutting, which can leave a faint burnt scent at the cut edges. It dissipates with normal ventilation within 24–48 hours. If you still smell something after that, email us.

Yes. All materials are non-toxic and pet-safe. Our scratcher line uses 9mm thickened high-density felt rated for 15kg — built specifically for repeated cat scratching and the occasional chewing.

By product type:

Pure felt products (Garden Tunnel Den · Garden Playmat · Felt Flower Cave Bed · Felt Play Mat · Modular Cat House · Red House Cat Cave):

• Daily: Use a lint roller — picks up fur in seconds.
• Deep clean: Vacuum thoroughly for dust and fur (we recommend weekly).
• Spot stains: Wipe gently with a damp cloth, well wrung out (don't soak or machine wash — felt warps when saturated).
• Creases: Iron on low heat to flatten if creases appear over time.
• Sanitizing: Pet-safe sodium hypochlorite wipes for surface disinfection.

Products with wood frames or cardboard scratchers (Mona Lisa Scratcher Bed · Art Print Cat Scratcher · Meow Cottage and similar structured items):

• Wood frames: Not washable. Wipe with a dry or well-wrung damp cloth.
• Cardboard scratchers: Not washable (cardboard warps when wet). Clean with a lint roller or vacuum daily. When worn out, buy a Replacement Scratcher to swap in.
• Do not iron wood-framed or cardboard portions.

Most products ship flat-packed to save on shipping. Assembly is intuitive — no tools, no nails. Garden Playmat uses food-grade TPR "KNOT connectors" you press in by hand. Every product page has assembly photos.

Each product page lists exact dimensions. Quick reference:

• Garden Tunnel Den — Standard 60cm (23.6"), Extra Large 79cm (31.1")
• Garden Playmat — 1.4m × 1.4m flat (3mm thick), folds down to 0.35m × 0.35m × 75mm thick
• Modular Cat House — Sold individually, bundle to scale up (save $29)
• Mona Lisa Scratcher Bed — Picture-frame size, fits a side table or wall mount

Yes. Garden Tunnel Den XL, Modular Cat House (especially the bundle), and Felt Flower Cave Bed are designed for multi-cat homes — interior space and weight capacity calculated for the demands of multiple cats.

Cats are picky, we know. Every product goes through multiple rounds of real-cat testing before it ships — checking shape, entry size, and texture against natural cat behavior. If your cat still ignores it, the 30-day return covers you (item must be unused, with tags, and in original packaging).

Our products are made in Vietnam and Cambodia — meeting E0-grade eco standards with third-party lab certifications.

Our manufacturing partners prioritize quality, worker safety, fair wages, and environmental responsibility.

Two ideas running in parallel: home aesthetics + cat instincts. Most cat furniture on the market is either ugly or impractical. Prowlet uses 100% polyester fiber felt + 9mm thickened high-density material + editorial color palettes — so products belong in your living room and cats actually want to use them.

Yes. Email hello@prowlet.com with the subject "Wholesale inquiry" and tell us about your store (city, customer base, expected order volume). We work with select independent boutiques.

2–3 new products each quarter. Subscribe to our newsletter (in the footer) for first dibs on launches + early-access pricing for loyal subscribers.