Frequently Asked Questions
Welcome to our FAQ page
Here, you'll find answers to the most common questions about our products, shipping, sustainability efforts, and more. Whether you're curious about our DeskPurrch or need details on international shipping, we've got you covered. If you don’t find what you’re looking for, feel free to reach out to us—we’re here to help!
1. General Information
What is Cat & Desk Co.?
Cat & Desk Co. is a small, passionate team of cat lovers dedicated to bringing joy and functionality to your workspace while keeping your feline friends close. We believe that work and play should coexist, and our products are designed to make that happen. We’re all about creating a space where you and your cat can thrive together.
Where are you located?
We’re currently based in Western Australia and operate online. However, we’re working towards opening a brick-and-mortar store in the future. Our ultimate goal is to create a cat café—a haven for all things cat, where kitties and their owners can come together and enjoy a unique experience.
What is your mission?
Our mission is to provide thoughtfully designed and curated products that bring joy and functionality to your workspace, keeping you productive while staying close to your feline friends.
How do I stay updated on new products and promotions?
Follow us on our socials using the tag @catanddeskco for all the latest updates, new arrivals, and exclusive offers.
2. Product Information
What is DeskPurrch?
The DeskPurrch is our premium workspace accessory designed for cat lovers who want to keep their feline companions close while they work. Crafted with high-quality materials, it is a minimal piece that blends seamlessly with your setup, offering both practicality and comfort. The sleek wood cradle, thick memory foam cushion, and adjustable sturdy arm ensure that your kitties can stay close to you while you stay productive.
How do I assemble my DeskPurrch?
Assembly is simple and straightforward, with all necessary tools included. We also provide an assembly video for all our flagship products, which you can find under Support -> Assembly & Care Instructions on our website.
What other products do you offer?
We offer a curated selection of collections, including Cat Furniture, Cat Relaxation, Grooming & Hygiene, Feeding & Watering, and Interactive Playtime. Coming soon, we’ll also introduce Fashion & Accessories. We aim to expand our offerings over time, ensuring that we meet the needs of both you and your feline friends.
Are your products eco-friendly?
We prioritise eco-friendliness where possible, especially for our flagship products, which we control directly, including their packaging. The packaging for the DeskPurrch is entirely kitty-safe and environmentally safe, so your furry friends can play in it or hide. For other products, we prioritise working closely with suppliers who share our values and commitment to sustainability, where feasible.
Can I personalise or customise my order?
We do not offer personalisation at this time, but we do provide gift wrapping. Keep an eye on our socials for future updates on personalisation options.
Do you offer gift options and gift cards?
Gift options, including gift wrapping and personalised messages, are currently available only for our flagship products. Gift cards are also in the works and will be available soon.
3. Ordering
How do I place an order?
Placing an order is easy! Browse our website, select your desired products, and add them to your cart. Once you’re ready, proceed to checkout and follow the prompts to complete your purchase.
Can I modify or cancel my order?
Yes, you can modify or cancel your order within a short window after placing it. Please contact our customer support team as soon as possible if you need to make changes.
What should I do if I encounter an issue during checkout?
If you experience any issues during checkout, please contact us through our support form or use our CatBubble chat at the bottom right of your screen. We’re here to help!
How can I view my order history?
You can view your order history by logging into your account on our website. Navigate to the 'My Orders' section to see all your past purchases.
Do you offer bulk or corporate orders?
Yes, we do! If you’re interested in bulk or corporate orders, please reach out to our sales team for more information.
4. Shipping & Delivery
What shipping options are available?
A: We offer several shipping options, depending on the product:
Flagship products:
- Standard shipping: $9.95 for major cities and $19.95 for rural areas in Australia. Delivery typically takes 4-7 business days for metro areas and 7-12 business days for rural areas.
- Express shipping: Available for flagship products at $25, with delivery in 1-3 business days for metro areas.
- Next-day delivery: Available in metro WA for $35.
- International shipping: Starts at $29.95, with delivery times between 2-4 weeks depending on the destination.
Other products:
- Standard shipping: $9.95 for major cities and $19.95 for rural areas in Australia. Delivery typically takes 5-10 business days for metro areas, with rural deliveries potentially taking up to 16 business days.
- International shipping: Starts at $19.95, with delivery times between 1-3 weeks depending on the destination.
Do you offer free shipping?
Yes, we offer free standard shipping on orders over $199.
How can I track my order?
Once your order has been shipped, you’ll receive an email with a tracking number. Use this number to track your order through the courier’s website.
Do you offer next-day delivery in Western Australia?
Yes, we offer next-day delivery in most metro WA locations for $34.95. This service is only available for flagship products
How long will it take to receive my order?
Delivery times vary depending on your location and the product type:
Flagship products:
- Standard shipping: 4-7 business days for metro areas, 7-12 business days for rural areas.
- Express shipping: 1-3 business days for metro areas.
Other products:
- Standard shipping: 5-10 business days for metro areas, and rural deliveries may take up to 16 business days.
International shipping: 1-4 weeks depending on the destination.
Do you ship internationally?
Yes, we offer international shipping! Delivery times will vary depending on the destination. Please check our shipping options at checkout or contact us for more information on international delivery times and costs.
What should I do if my package is delayed?
If your package is delayed, please contact us as soon as possible so we can locate your order and ensure it reaches you promptly. We’re committed to providing you with the best possible service.
Can I pick up my order in person?
At this time, we do not offer in-person pickup. All orders are delivered directly to your provided address.
5. Sustainability
What are your sustainability commitments?
We are committed to being both eco and kitty-friendly. Our DeskPurrch (soon; our PurrLoft too) are packaged using eco-friendly materials that are entirely safe for your furry friends to play in or hide. We prioritise sustainability where possible in our sourcing and practices. More information can be found on Our Sustainability Commitment page.
How does Cat & Desk Co. balance sustainability with care for our cats and the planet?
We understand that being kind to our feline friends also means being kind to the planet they live on. While we’re a smaller business, we believe in making every action count, which is why we’ve partnered with GoodAPI’s Sprout: Plant Trees program. Our goal is to plant one tree each day—30 trees a month—because we believe that every little bit helps. Just as we thoughtfully pick our products to bring joy and comfort to cats, we’re equally committed to nurturing the environment, ensuring that both our furry friends and the planet are well cared for.
More information can be found on Our Sustainability Commitment page
How do you ensure your products are ethically sourced?
When possible, we prioritise suppliers who can demonstrate their commitment to sustainability and ethical practices. We look for certifications like FSC and work closely with our partners to ensure our values align.
Is your packaging recyclable or reusable?
For our DeskPurrch (and soon, our other flagship product too), we ensure that the packaging is recyclable and reusable. We strive to extend this practice across all products, ensuring that our packaging choices are environmentally friendly.
6. Payments & Pricing
What payment methods do you accept?
We accept various payment methods, including credit cards (Visa, MasterCard, American Express), PayPal, and Afterpay.
Do you offer discounts or promotions?
Yes, we offer promotions throughout the year, including tiered discounts and special offers. Stay updated by following us on social media or subscribing to our newsletter.
Will I be charged customs fees or taxes?
For orders within Australia, GST is included in the price. If you’re purchasing from outside Australia, please note that customs fees and taxes may apply, depending on your country’s regulations.
Do you offer payment plans or financing options?
Yes, we offer financing options through Afterpay, allowing you to split your purchase into four interest-free payments.
Are prices in AUD or another currency?
While our default prices are listed in Australian Dollars (AUD), our website automatically converts prices to your local currency based on your location. This way, you can see the cost in your own currency when shopping internationally.
7. Customer Support
How can I contact customer support?
You can reach our customer support team from 9 AM to 6 PM AEST via email at info@catanddesk.co, through our contact form, or by using our CatBubble chat at the bottom right of your screen.
What if I have a question that’s not covered here?
If you have any other questions, feel free to contact us via email, our contact form, or our CatBubble chat. We’re here to help with any inquiries you may have.
What languages do you support for customer service?
We currently offer customer support in English. If you require assistance in another language, please let us know, and we will do our best to accommodate your needs.
Do you have a live chat option?
Yes, we offer live chat support during business hours via our CatBubble at the bottom right of your screen.
Can I follow up on a previous inquiry?
Yes, you can follow up on a previous inquiry by replying to the original email thread or providing your case number when contacting us again.
Where can I leave feedback or a review?
You can leave feedback or a review directly on the product page you purchased from. We value your feedback and appreciate you sharing your experience with us.
8. Legal Information
What is your privacy policy?
Our privacy policy outlines how we collect, use, and protect your personal information. You can read the full policy here.
What are your terms of service?
Our terms of service explain the conditions under which we operate our website and services. You can review the full terms here.
Do you comply with Australian Consumer Law (ACL)?
Yes, we fully comply with Australian Consumer Law, which guarantees your rights as a consumer. If you have any concerns, please refer to our Returns, Refunds, and Warranty page or contact us for more information.
What are your data protection practices?
We take data protection seriously. Your information is stored securely, and we only collect what is necessary to process your orders and provide a personalised shopping experience. For more details, please refer to our privacy policy.
How do I opt-out of marketing communications?
If you no longer wish to receive marketing emails from us, you can easily opt-out by clicking the "unsubscribe" link at the bottom of any of our emails or by contacting customer support.
9. Returns, Refunds, and Warranty
Where can I find information about returns, refunds, and warranties?
For detailed information on our returns, refunds, and warranty policies, please visit our dedicated page under Support -> Returns, Refunds, and Warranty.
Do you offer exchanges?
Yes, exchanges are available. For details on how to exchange an item, please refer to the Returns, Refunds, and Warranty page.
GOT QUESTIONS OR FEEDBACK?
Send us a message through our contact form or CatBubble & we'll aim to get back to you within one business day.