Order & Shipping

Order & shipping

 

How long does shipping take?

The delivery time depends on the current availability of the product. On each product page, you can see the respective status. Processing and delivery times vary depending on stock and shipping method.

Immediately available

The item is in stock at our main warehouse in Grünen in Emmental. After shipping (usually within 24–48 hours), the delivery time is approximately 3–4 business days.

Available in stock

The item is in stock at our central warehouse and will be shipped promptly. Due to the greater distance, the delivery time is approximately 5–15 business days.

Delayed availability

The item is currently being restocked. In this case, the delivery time is approximately 20–30 business days.

 

 

Note on possible delivery delays

In some cases, delivery may be slightly delayed. This is usually This is not an indication of a problem with your order but can occur in the normal shipping process.

High demand

During periods of especially high order volume, the shipping of individual orders may be delayed. In such phases, warehouses and shipping partners sometimes need a bit more time for processing.

Capacity of shipping service providers

When shipping partners are heavily loaded, the transit time of packages between individual shipping stations can be extended. This can cause delivery to be slightly later than usual.

Intermediate stops in the shipping process

Some shipments are processed in multiple logistics centers. During these process steps, the tracking status is not always updated immediately, so there may be temporary delays in tracking.

 

 

Shipping confirmation & tracking

As soon as your order has been shipped, you will automatically receive a shipping confirmation by email with your tracking number. You can use this to check the current shipping status at any time.

 

 

Important note about delivery times

All stated delivery times are estimates. In individual cases, there may be deviations due to high demand, holidays, or logistical delays. We keep an eye on every order to ensure it arrives reliably with you.

Catson Notice

We provide transparent information about the current product status directly on the product page so that you have a realistic estimate of delivery time before purchase.

 

 

Can I still change my delivery address?

Yes - changing the delivery address is usually possible up to 24 hours after purchase.

Within this time frame, you can adjust the address yourself as long as your order has not yet been processed for shipping.

How address changes work:

  1. Open your order confirmation email

  2. Click on "View order"

  3. Adjust your delivery address there and save the change

Important after 24 hours have passed

After 24 hours, changing the delivery address is usually no longer possible, as the order will then be prepared for shipping or already handed over to the shipping process.

Catson Notice

If you notice that your address is incorrect, please make the adjustment as early as possible. This way, we can ensure smooth shipping.

 

 

Where is my order?

You can easily check the status of your order via the shipping confirmation and the included tracking number.

As soon as your order has been shipped, you will automatically receive an email with all important information for tracking your shipment.

1) Check shipping confirmation

As soon as your order has been handed over to the shipping service provider, we will automatically send you a shipping confirmation by email.

Please also check your spam folder if the message does not appear directly in your inbox.

2) Use tracking number

In the shipping confirmation, you will find your tracking number. With this, you can check the current shipping status of your order at any time.

This is what you see at a glance:

  • whether your shipment is already on the way

  • the current processing or transport status

  • possible updates in the shipping process

3) No information visible yet?

If you have not yet received a shipping confirmation, your order has usually not yet been handed over to the shipping service provider and is still being processed or prepared for shipping.

Depending on product availability and order volume, this can take varying amounts of time.

 

 

Catson Notice

We keep track of every order and automatically inform you as soon as your package has been shipped. This way, you can transparently follow the shipping status at any time.

Our goal is for you to have clarity about your order at all times – from shipping preparation to delivery.

 

 

Why was my order shipped from China?

Some of our orders are shipped directly from our international production. This especially applies during periods of high demand when we want to keep delivery times as stable as possible.

Important for you: The shipping location has no impact on our Catson service. Customer service, warranty, returns, and support continue to be handled by us.

High-quality manufacturing

Our drinking fountains are made by international specialists in high-quality stainless steel processing. These manufacturers have many years of experience and meet high quality and safety standards.

This ensures that you receive a product that meets our standards for workmanship, function, and reliability.

Shipping during high demand

To keep delivery times as reliable as possible even during increased demand, some orders are shipped directly from production in certain cases.

This allows us to better cushion shipping bottlenecks and ensure availability for our customers.

Service still through Catson

Regardless of the shipping location, customer service, warranty, returns, and support continue to be handled by Catson.

So you receive the same reliable service, the same support, and the same contacts as with any other order.

Catson Notice

We place great importance on transparent communication and openly inform you about shipping methods so that you can always understand how your order is being processed.

Catson Support:

Setup & commissioning

How do I set up the drinking fountain correctly? Can I do something wrong during assembly? How do I install the pump correctly? How do I know if the well is running correctly? Do I need to prepare the filter before use? What parts are included in the delivery?

Usage & Acclimation

How can I best accustom my cat to the drinking fountain? How long does the acclimatization take? Why isn't my cat drinking from the fountain yet? Do cats drink more often from the fountain at night? Should I remove the old water source? Where should I place the drinking fountain?

Cleaning & Care

How do I clean the pump correctly? Do I need to clean the fountain before first use? Can I put parts in the dishwasher? How often should I clean the drinking fountain?

Tech & Troubleshooting

The battery is not charging properly The fountain does not work wirelessly The lamp is blinking or glowing red The pump isn't running – what can I do? The pump is noisy or hums/vibrates.

Filters, Accessories & Spare Parts

Can I buy individual parts? How do I know when to change the filter? How often do I need to change the filter? Do I need to prepare the filter before use? What parts are included in the delivery?

Warranty, Security & Quality

Is the fountain suitable for kittens or puppies? Are the materials safe for animals? How does the 30-day trial work?

Payment & Invoice

I bought an item that is now on sale. Can I get the discount retroactively? Not all payment methods are displayed for me How do I get my invoice? What payment methods are available? What parts are included in the delivery?

Delivery & Tracking

My tracking isn't updating – what does that mean? The package has been delivered according to tracking, but it hasn't arrived. What happens if part of my order is missing? What do I do if my package arrives damaged? What happens if I wasn't home for delivery?

Returns & Refunds

Will I receive a refund confirmation? When will I receive my refund? How do returns work? Can I return my order?