Happy & Polly 🐾Happy & Polly is an online pet store that specializes in providing a selection of endearing and comfortable products for our beloved feline companions.🐾 We understand the special bond between cats and their cat parents. That's why our mission is to create a dreamland where cats and their loving parents can find everything they need. At Happy & Polly, we offer a diverse range of products, catering to both the daily needs of your cat and the desire for customized accessories. From essential items like Cat Trees and Water Fountains to unique options such as our Custom Pet Portrait Stamps/Phone Holder, we have curated a collection that encompasses both practicality and individuality.📨If you have any problems or concerns, please don't hesitate to email us. We'll get back to you within 48 hours. Visit Our website Email US
Happy & Polly (happyandpolly.com) has 907 customer reviews on Five Star Index, with an average rating of 4.1 out of 5.
Also known as
happyandpolly.com
Website
happyandpolly.com
Category
Pet Stores
Listed on Five Star Index
2026
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The company replied to 24% of reviews.
Latest
Most recent review: July 2026.
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I was disappointed that I ordered a fountain that had a broken part and was sent another one with the same broken part. Then was offered to pick another fountain instead, but I wasn’t going to risk it. Packaging needs improved. They did refund me when I declined another fountain.
Response from Happy & PollyMar 27, 2024
Hi,
I sincerely apologize for the inconvenience caused by receiving damaged products twice due to rough handling during transit. Your feedback has been escalated to our management team, and we are committed to improving our packaging to ensure better protection against impacts.
In consideration of your disappointment, as a gesture of goodwill, if you are interested in purchasing any of our non-ceramic products in the future, please feel free to reach out to our customer service email when you've decided on your purchase. We will do our best to provide you with special preferential benefits.
Once again, we apologize for any inconvenience caused and appreciate your understanding.
Best regards,
Rose
BG
Breann G.
Disappointed
The item was squished into a box that misformed it permanently. Edit to add: they did email me and tried to make this right. However I've had it for a while now and it is still wonky. Super cute, but just not what I hoped for. They did send me a partial refund, which was helpful! I just hope they package it differently in the future. Good customer service overall.
Response from Happy & PollyMar 19, 2024
Hello,
Thank you for your feedback. We apologize for any inconvenience caused by the shipping.
Could you please contact us at [email protected] with additional details, such as videos or photos showcasing the issue you mentioned? This will greatly assist us in addressing the issue effectively. We'll assign a dedicated colleague to follow up on your case and they will respond within 48 hours. Please rest assured, we are committed to finding a suitable solution for you.
We appreciate your support and patience,and we look forward to resolving this matter to your satisfaction.
Rose
BS
Blago S.
We have ordered the ice cream cone cat…
We have ordered the ice cream cone cat tree for our two senior cats and we were really excited about,after we recived it we realized that the tree was faulty, three of the platforms were missing the metal hinges needed so the platforms can be attached onto the cone,we contacted customer service they said we needed to wait a month for production of the hinges,we agreed.We finally recived them today and guess what?? NO NECESARY SCREWS PROVIDED??At this point I want a refund I'll return the tree I don't want to deal with it anymore!!Extremely disappointed
Response from Happy & PollyMar 15, 2024
Hi,
Thank you for your feedback.
After receiving your feedback, we immediately reviewed the email communication between you and our customer service department. In fact, we did ask if there were any other product issues besides the 3 missing metal hinges, so that we could address them together. We received a response stating that you were only missing these three, and we apologize for not confirming with you again. We will make sure to arrange the shipment after double-checking with customers in the future.
Regarding the missing screws you mentioned in your recent communication, we apologize for the oversight once again. Our customer service team will reach out to you promptly to resolve the issue and ensure that you receive the necessary screws as soon as possible.
We appreciate your understanding and patience in this matter.
Best regards,
Rose
KL
K. L.
Over 1 month to receive order?
It was over one MONTH from order to receipt of the 2 small items. There are many other similar items on Amazon or even better yet, local businesses. You either need to make it VERY clear that “shipping will be about 30 days” OR have a local warehouse to speed up this process.
In the day and age of Amazon, or 1 week delivery time with most other retailers, you may get that first order or 2 from a new purchaser but you likely will not get return business.
Do better if you want to be in the business for the long haul. This drop shipping game is not a recipe for longevity. Good luck- you have access to really cute products (cat trees) - hoping you can figure out a way to be more than a drop shipper.
Response from Happy & PollyMar 4, 2024
Hi,
Thank you for sharing your feedback with us, and we sincerely apologize for any inconvenience caused by the delay in receiving your order.
Firstly, we want to clarify that we do not operate as a drop shipping business. We stock our products in warehouses, both locally and internationally, to ensure efficient order fulfillment.
Regarding the shipping times, we understand your frustration, and we acknowledge the need for clarity in our shipping policies. For products listed as "local ready stock 3-5 days arrive" on our website, we strive to ensure delivery within the specified timeframe. Upon reviewing your order, we can confirm that the corresponding products were indeed delivered within this timeframe.
However, for items requiring international shipping, our shipping policy outlines an estimated delivery time of 12-20 working days. We apologize for any delay inconvenience caused by temporary product shortages. Considering this trouble, we promptly dispatched your order once restocked.
We appreciate your feedback, and we will address the issues raised to optimize our shipping processes for future orders. Additionally, as a gesture of goodwill, our customer service team will reach out to you within 24 hours to discuss compensation for the delay. Please keep an eye on your inbox for further communication.
Once again, we apologize for any inconvenience caused, and we value your continued support and feedback as we strive to improve our services.
Best regards,
Rose
BE
Beck
Almost all of my items came separately
Almost all of my items came separately, so I had 15 separate emails about tracking. I’m still missing two items over a month later. The carrier can’t help me so, I want a refund on those items. When I ask the chatbot, I get an answer like “well respond immediately” and then it instantly goes offline.
Response from Happy & PollyMar 4, 2024
Hi,
Thank you for your feedback and sorry for the issue.
We'd like to clarify that the reason for sending items separately is that they may not all be stocked in the same warehouse. We prioritize sending items from the nearest warehouse to your address to expedite delivery.
Regarding your experience with our live chat support, we apologize for any confusion. Our live chat operates during specific hours, and during non-working hours, messages are automatically forwarded to our email system. We aim to respond promptly to all inquiries received during business hours.
Regarding the missing items, it confirmed that they were lost during transit. We have previously reached out to you via email to tell this news and offer a solution at the same time, but we have not received a response from you. Could you please check your email inbox, including any spam or junk folders, to verify if you received our communication?
We are committed to resolving this issue to your satisfaction and would appreciate it if you could review our proposed solution and provide us with your feedback.
Once again, we apologize for any inconvenience caused, and we appreciate your understanding and cooperation.
Best regards,
Rose
KM
Kenneth M.
Unstable and not up to their usual quality
The coconut cat tree I received was unstable, poorly made and unusable as a cat climbing toy. The base wasn’t Heavy enough and anytime a cat jumped on it it would just tip over. It was very wobbly and overall unsafe. I immediately reached out to customer service, and they were very polite and Very nice but made me jump through a bunch of hoops, including pictures, videos, and more videos to finally get them to agree to send me a new item which I have not received yet. Hopefully it’ll be better than the first one I received, However I don’t know how, unless the base is made out of something totally different and the craftsman ship is greatly improved. This item was unusable and waste of money.
Response from Happy & PollyFeb 26, 2024
Hi,
We want to clarify that our primary goal in requesting additional information, such as pictures and videos, was to thoroughly assess the issues with the product. This helps us to prevent similar issues from occurring with the replacement item, thus saving you from further frustration and inconvenience. We understand that this process may have been cumbersome, and we hope to get your understanding.
If you have any further questions or concerns, please don't hesitate to reach out to us at our customer service team. Please rest assured, our customer service team would be happy to follow up further updates or inquiries regarding the new item.
Thank you again for your understanding and patience.
Best regards,
Rose
JV
Juul van H.
Super pretty water bowl
Super pretty water bowl. But mine came broken and there is no manual of how to install the water filter or adjust the filter
#5530739736669
Response from Happy & PollyFeb 2, 2024
Hello,
Thank you for your feedback. We apologize for any inconvenience caused.
Could you please contact us at [email protected] with additional details, such as videos or photos showcasing the damage you mentioned? This will greatly assist us in addressing the issue effectively. We'll assign a dedicated colleague to follow up on your case and they will respond within 48 hours. Please rest assured, we are committed to finding a suitable solution for you.
We appreciate your support and patience,and we look forward to resolving this matter to your satisfaction.
Rose
JC
Johanna C.
Cute but poor quality
Motor stopped working 3 days after I got it
Response from Happy & PollyJan 25, 2024
Hello,
Thank you for your feedback. We apologize for any inconvenience caused.
Generally speaking, it is rare for such a situation to occur in a short period of using time. Could you please contact us at [email protected] with additional details, such as a video showcasing the issue you mentioned? This will greatly assist us in addressing the issue effectively. We'll assign a dedicated colleague to follow up on your case and they will respond within 48 hours. Please rest assured, we are committed to finding a suitable solution for you.
We appreciate your support and patience,and we look forward to resolving this matter to your satisfaction.
Rose
