Have a question ?
All you need to know, in one place.
Whether it’s about our products or your order, our FAQ has you covered. If something’s still unclear, reach out, and we’ll assist you personally.
Are products safe for pets?
Yes, our products are selected and developed with pet well-being in mind. Always supervise play for safety.
Are FelinCare toys suitable for all cats?
Most cats love our toys, from playful kittens to senior cats. Observe your pet’s behavior the first time.
How often should I use grooming tools?
For long-hair cats: 2–3 sessions per weekFor short-hair cats: 1–2 sessions per week
Can dogs use FelinCare products?
Some grooming items are also suitable for small dogs, check each product page for details.
What materials do you use?
We prioritize durable, pet-safe materials such as ABS plastic, natural cardboard, stainless steel, and anti-static fabrics.
Are products environmentally friendly?
Certain items, like our scratchers and reusable fur-removal tools, are designed to reduce waste.
Are grooming tools gentle?
Yes, FelinCare tools are chosen to be effective yet soft on your pet’s skin and coat.
Are your products vet-approved?
Our grooming tools follow veterinarian-approved grooming principles.
Do cats need daily play?
Yes, play reduces stress, builds confidence, and supports healthy behavior.
What if my cat doesn't use the product immediately?
Some cats need time to explore new objects. We recommend positive reinforcement, scent-familiar items, or light catnip.
How do I clean grooming tools?
Remove trapped fur after each use. Wash gently with warm water as needed.
How long do scratchers last?
Depends on frequency & scratching habits, usually several months with regular use.
Can toys be washed?
Certain toys can be wiped down with a damp cloth. Avoid submerging electronic toys.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), as well as PayPal, Apple Pay, and Google Pay for a faster checkout experience.
Is my payment information secure?
Yes. Our website is SSL-secured, and all transactions are encrypted and processed through trusted, PCI-compliant payment gateways. We never store your payment details.
Can I modify or cancel my order?
If your order hasn’t been shipped yet, contact us as soon as possible at paws@felincare.com and we’ll do our best to help. Once the order is processed, we can’t guarantee modifications.
Where do you ship?
We ship worldwide No matter where you are, we’ll do our best to deliver Felincare to your doorstep. If you have any doubts about your location, just shoot us a message.
How long will my order take to arrive?
Orders are usually processed within 24–48 hours. For most European countries, delivery takes 2 to 5 business days. International orders may take 5 to 10 business days depending on your location.
How much does shipping cost?
Shipping is free on all orders over $25. Below that, shipping fees are calculated at checkout based on your location and preferred delivery method.
Will I receive a tracking number?
Yes! As soon as your order is shipped, you’ll receive a confirmation email with a tracking number. You’ll also be able to track your parcel directly via our Track My Order page.
What happens if my package is lost or delayed?
If your tracking hasn’t updated in several days or your package seems to be lost, contact us at paws@felincare.com. We’ll work with the carrier to resolve the issue.
What is your return policy?
We accept returns within 14 days of receiving your order, as long as the items are unused, unopened, and in their original packaging. Due to the nature of our food products, we cannot accept returns on opened or used items for hygiene reasons.
How do I request a return?
Simply email us at paws@felincare.com with your order number and the reason for your return. Our team will guide you through the next steps.
Are returns free?
Return shipping costs are the responsibility of the customer unless the product was damaged or we made a mistake with your order.
What if I received the wrong or a damaged item?
We’re so sorry! If something isn’t right with your order, send us a photo of the issue along with your order number at paws@felincare.com. We’ll make it right as quickly as possible, replacement or refund, your choice.
How long does it take to receive my refund?
Once we’ve received and inspected your return, we’ll issue a refund to your original payment method. This usually takes 3 to 7 business days, depending on your bank or payment provider.
Do you offer discount codes?
Yes! We regularly share discount codes through our newsletter, social media, and seasonal campaigns. Sign up and follow us to stay in the loop.
How do I apply a discount code?
You can enter your discount code at checkout in the “Discount code” field. Make sure to click "Apply" before completing your order.
How can I contact you?
You can reach us anytime at paws@felincare.com. Our team is here to help and will get back to you as quickly as possible, usually within 24 hours, Monday to Saturday.
What are your support hours?
Our customer service is available from 9 AM to 6 PM (CET), Monday through Saturday. We always do our best to respond quickly, even outside those hours when possible.
How quickly will I receive a response to my inquiry?
We strive to respond within 24 hours during our support hours. Your satisfaction is our priority!
Are products safe for pets?
Yes, our products are selected and developed with pet well-being in mind. Always supervise play for safety.
Are FelinCare toys suitable for all cats?
Most cats love our toys, from playful kittens to senior cats. Observe your pet’s behavior the first time.
How often should I use grooming tools?
For long-hair cats: 2–3 sessions per weekFor short-hair cats: 1–2 sessions per week
Can dogs use FelinCare products?
Some grooming items are also suitable for small dogs, check each product page for details.
What materials do you use?
We prioritize durable, pet-safe materials such as ABS plastic, natural cardboard, stainless steel, and anti-static fabrics.
Are products environmentally friendly?
Certain items, like our scratchers and reusable fur-removal tools, are designed to reduce waste.
Are grooming tools gentle?
Yes, FelinCare tools are chosen to be effective yet soft on your pet’s skin and coat.
Are your products vet-approved?
Our grooming tools follow veterinarian-approved grooming principles.
Do cats need daily play?
Yes, play reduces stress, builds confidence, and supports healthy behavior.
What if my cat doesn't use the product immediately?
Some cats need time to explore new objects. We recommend positive reinforcement, scent-familiar items, or light catnip.
How do I clean grooming tools?
Remove trapped fur after each use. Wash gently with warm water as needed.
How long do scratchers last?
Depends on frequency & scratching habits, usually several months with regular use.
Can toys be washed?
Certain toys can be wiped down with a damp cloth. Avoid submerging electronic toys.
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, American Express), as well as PayPal, Apple Pay, and Google Pay for a faster checkout experience.
Is my payment information secure?
Yes. Our website is SSL-secured, and all transactions are encrypted and processed through trusted, PCI-compliant payment gateways. We never store your payment details.
Can I modify or cancel my order?
If your order hasn’t been shipped yet, contact us as soon as possible at paws@felincare.com and we’ll do our best to help. Once the order is processed, we can’t guarantee modifications.
Where do you ship?
We ship worldwide No matter where you are, we’ll do our best to deliver Felincare to your doorstep. If you have any doubts about your location, just shoot us a message.
How long will my order take to arrive?
Orders are usually processed within 24–48 hours. For most European countries, delivery takes 2 to 5 business days. International orders may take 5 to 10 business days depending on your location.
How much does shipping cost?
Shipping is free on all orders over $25. Below that, shipping fees are calculated at checkout based on your location and preferred delivery method.
Will I receive a tracking number?
Yes! As soon as your order is shipped, you’ll receive a confirmation email with a tracking number. You’ll also be able to track your parcel directly via our Track My Order page.
What happens if my package is lost or delayed?
If your tracking hasn’t updated in several days or your package seems to be lost, contact us at paws@felincare.com. We’ll work with the carrier to resolve the issue.
What is your return policy?
We accept returns within 14 days of receiving your order, as long as the items are unused, unopened, and in their original packaging. Due to the nature of our food products, we cannot accept returns on opened or used items for hygiene reasons.
How do I request a return?
Simply email us at paws@felincare.com with your order number and the reason for your return. Our team will guide you through the next steps.
Are returns free?
Return shipping costs are the responsibility of the customer unless the product was damaged or we made a mistake with your order.
What if I received the wrong or a damaged item?
We’re so sorry! If something isn’t right with your order, send us a photo of the issue along with your order number at paws@felincare.com. We’ll make it right as quickly as possible, replacement or refund, your choice.
How long does it take to receive my refund?
Once we’ve received and inspected your return, we’ll issue a refund to your original payment method. This usually takes 3 to 7 business days, depending on your bank or payment provider.
Do you offer discount codes?
Yes! We regularly share discount codes through our newsletter, social media, and seasonal campaigns. Sign up and follow us to stay in the loop.
How do I apply a discount code?
You can enter your discount code at checkout in the “Discount code” field. Make sure to click "Apply" before completing your order.
How can I contact you?
You can reach us anytime at paws@felincare.com. Our team is here to help and will get back to you as quickly as possible, usually within 24 hours, Monday to Saturday.
What are your support hours?
Our customer service is available from 9 AM to 6 PM (CET), Monday through Saturday. We always do our best to respond quickly, even outside those hours when possible.
How quickly will I receive a response to my inquiry?
We strive to respond within 24 hours during our support hours. Your satisfaction is our priority!
That's all for now, but your journey with a happier, calmer pet is just beginning.If you ever need us, we’re only one click away. 🐾