Welcome to Trixie Store’s FAQ page! We’ve compiled answers to common questions about our premium cat products and services. If you don’t find what you’re looking for, our cat-loving customer service team is always happy to help at [email protected].
About Trixie Store
1. Who is Trixie Store for?
Trixie Store caters to discerning cat owners worldwide who seek high-quality, specialized products for their feline companions. Our customers value premium cat care items ranging from nutritional supplements to designer cat furniture.
2. What makes Trixie Store different?
We combine globally-sourced premium products with careful, cat-conscious delivery. From Japanese treats to Parisian-designed cat trees, we curate exceptional items and ship them with the same care we’d want for our own cats.
Product Questions
1. Are your cat foods and supplements vet-approved?
All our nutritional products meet international quality standards. We carefully select items from reputable manufacturers, with product descriptions including country of origin and any professional endorsements.
2. How do I choose the right cat tree size?
Product pages include detailed dimensions and weight capacities. For multiple-cat households, we recommend larger, sturdier models from our Cat Trees & Scratching Posts collection.
3. Do you carry hypoallergenic cat litter options?
Yes! Our Cat Litter section includes dust-free and natural alternatives. Filter by “special needs” to find allergy-friendly options.
Shipping & Delivery
1. Where do you ship?
We ship globally (excluding some Asian and remote regions). During checkout, simply enter your address to confirm delivery availability.
2. What are my shipping options?
Choose between:
– Standard Shipping ($12.95): 10-15 business days via DHL/FedEx (ideal for urgent needs)
– Free Shipping: 15-25 business days via EMS for orders over $50 (perfect for bulk items)
– Standard Shipping ($12.95): 10-15 business days via DHL/FedEx (ideal for urgent needs)
– Free Shipping: 15-25 business days via EMS for orders over $50 (perfect for bulk items)
3. How are temperature-sensitive items shipped?
We use climate-appropriate packaging for food and supplements. During extreme weather, we may hold shipments briefly to ensure product integrity.
Returns & Exchanges
1. What’s your return policy?
You may return most items within 15 days of delivery. Products must be unopened/unused in original packaging. Some large items (like cat trees) may have special return requirements – check product pages for details.
2. My item arrived damaged – what now?
Contact us immediately at [email protected] with photos. We’ll arrange a replacement or refund and work with our carriers to improve packaging.
Payment & Accounts
1. What payment methods do you accept?
We accept: Visa, MasterCard, JCB, and PayPal. All transactions are securely processed.
2. Will I be charged customs fees?
While rare, some countries may assess import taxes. These are the customer’s responsibility, though we clearly label all packages with accurate product values and descriptions to facilitate smooth customs clearance.
3. How do I track my order?
You’ll receive a tracking number via email once your order ships. Use this with the carrier’s website (DHL, FedEx, or EMS) for real-time updates.
Still Have Questions?
Our feline-focused customer service team is ready to help! Email us at [email protected] or write to:
Trixie Store1345 My Drive
New York, US 10011
We typically respond within 24 hours (except weekends and holidays).