Shipping
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Location |
*Estimated Shipping Time |
| United States |
10-30 Business days |
| Canada, Europe |
10-30 Business days |
| Australia, New Zealand |
10-30 Business days |
| Central & South America |
15-30 Business days |
| Asia |
10-20 Business days |
| Africa |
15-45 Business days |
*This doesn’t include our 2-5 day processing time.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
RETURNS
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- If you did not receive the product within the guaranteed time( 45 days not including 2-5 day processing) you can request a refund or a reshipment.
- If you received the wrong item you can request a refund or a reshipment.
- If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
We do not issue the refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of Ernesso (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
Easy to assemble, a little wobbly but stable enough for my fat cat, He’s too chunky for it but he still makes it work. He absolutely loves all the lil scratching posts and lovings running up and down the tower. Better than I expected and a good size for just one cat.
My cats absolutely adore this tree, they love the scratching area and are very happy going up and down using it everyday.
This cat tree is worth it. It was super easy to put together, and my cats love it. There is different levels which is nice. The only thing is that I wish the top bed was bigger as my cats are both too big to lay in it, but they do like to just sit at the top. Overall, I highly recommend purchasing this item!
I have a 5 year old siamese cat that isnt fat. It is great for him. Everything is still solid after a few months. Cord holds up pretty nice. My cat plays around pretty hard, runs up and down.
My kitty loves it and so do I, I was expecting it to be taller but that is just user error and not seeing the measurements. Really easy to put up only took me about 10-15 minutes on my own to get everything secure.
I think he likes it
Bought for my grand daughters kitten and she LOVES it. Went together easily!
My cat loves it. he's still within the normal weight range for an adult, but the chonkier end. it definitely needs to be against a wall or in a corner for when your cat jumps from level to level. It would be great for kittens or smaller/light cats.
Easy to assemble. Instructions were simple and complete. Very good material quality and fasteners sized robustly. Stable assembly. One cat moved right in!
This thing is pretty awesome. My cat loves it. It was pretty easy to put together and the cat just have so much fun it.
Perfect for my two cats, they love this tree!! very easy assembly, very sturdy, good quality. great price, they’re on it everyday! highly recommend! just do it!
I wasn’t crazy about assembling it, but I did it at 68 years old! My cat isn’t quite sure yet but she is curious It looks good!
This is excellent quality and the price was good value!
Easy to install and very nice colors!
This is great value for the money but I wish it was more sturdy. I have to tighten the bolts quite often.
This was a fabulous purchase for our cat as she loves the tower and sleeping at the very top. I'm not sure how well it would accommodate a large full size cat as the levels are not overly large - which is something I noticed with most cat trees and not just this one. Overall great value for the money and easy to put together.
My cats love this cat tree. Simple to put together and quite sturdy.
Absolutely great for my cat she loves it. Only complaint I have is the one screw that has to be done upside down. It’s a bit of a pain. Other than that easy to build and set up. Great color too.
I love this item! I love the texture of the carpet, it’s so soft! Was fairly easy to put together although it did take me over an hour
My cat lila just loves it..at first she was scared of it but now she plays and sleeps on it.
Set up a temporary cat tree to help foster a kitten. Both my cat and the foster kitten LOVE it. The kitten especially climbs all over it and enjoys chewing the rope.
My kitten loves it. It was quick and easy to put together. Great product!
My cats rarely spend time in the same place, and they both love this cat tree!
Got this for my kitten, she has grown and I bought her a bigger cat tree but kept this one as she's just as obsessed with it. It's really great. It's not that stable though so maybe get a bigger one for bigger cats.
Good quality, sturdy.My kitten loves her cat tree.