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
About these reviews
Replies
The company replied to 24% of reviews.
Latest
Most recent review: July 2026.
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There are parts missing - and customer service acts like they are optional. I am trying to either get the missing parts or red turn the item for a full refund and this is not an easy process
Response from Happy & PollyAug 14, 2024
Hi,
We're sorry to hear about the inconvenience with your order.
A replacement pump has already been sent out and is currently in transit. It's possible our previous email with the replacement information ended up in your spam or junk folder, which may have caused some confusion.
Our customer service team will resend the email with the tracking details shortly. Please check your inbox to obtain.
Thank you for your patience and understanding.
Best Regards,
Happy & Polly Team
AN
Anhtruc
Broken Piece
Broken Piece came. Customer support was no help.
Response from Happy & PollyAug 12, 2024
Dear Customer,
We apologize for the delayed response over the weekend.
We understand your frustration and want to assure you that we did send a replacement for the broken piece. However, it seems the package was lost in transit.
Our customer support team will reach out to you shortly to confirm your current address, and we'll promptly send another replacement.
We're committed to resolving any issues and ensuring you're satisfied with your purchase. Thank you for your patience and understanding.
Best Reagrds,
Happy & Polly Team
LH
Loren H.
Cute cat tree but ultimately too small
Cute cat tree but ultimately too small. Should be called a kitten tree my cat is going to outgrow it so fast!
Response from Happy & PollyAug 2, 2024
Dear Customer,
Thank you for your feedback and for taking the time to share your experience with our cat tree. We are sorry to hear that it did not meet your expectations in terms of size.
We understand that finding the perfect cat tree for your feline friend is important, and we appreciate your suggestion to rename it to better reflect its suitability for kittens. Your input is valuable to us as we continuously strive to improve our products and services.
If you are interested, we would be happy to recommend a larger cat tree that might be a better fit for your cat's needs. Please feel free to reach out to our customer service team, and we will assist you in finding the perfect solution.
Thank you again for your feedback. We hope to have the opportunity to serve you and your furry friend in the future.
Best regards,
Rose
MM
Mildred Martínez G.
Problems with delivery and product
I ordered a water fountain and I had two issues with the delivery. The first one was that I was never able to track my order because the tracking number was incorrect and when I entered into the fedex page I got a message saying it didn’t work. The second issue was that the fountain arrived broken and if I use it as it is, water leakes. Another thing is that I tried to get support from chat and I also sent an email, but never got a response.
Response from Happy & PollyJun 25, 2024
Dear Mildred Martínez García,
We apologize for the inconvenience you experienced. Our customer service department has reviewed our email records and found that we responded to you on June 5th, informing you that we would send a replacement for the lost item. If you did not receive this response, we recommend checking your spam or junk folder.
According to our tracking records, your replacement package was delivered via DHL on June 13, 2024, at 17:24 local time. If you have not received it, our customer service team will immediately assist with the investigation and will respond with a resolution within 24 hours.
We appreciate your feedback and will strive to improve our services in the future.
Best regards,
Rose
AM
Amanda M.
The towers are too small for any normal…
The towers are too small for any normal sized cat. It’s like it’s for kittens. And it doesn’t matter if you buy the bigger ones all the steps are too little. This one would have been perfect if the second highest platform didn’t that have that hole in it because my cat would’ve been able to lay there.
Response from Happy & PollyJun 4, 2024
Dear Customer,
Thank you for your feedback. Actually this is already the upgraded, larger version of our product. Our cat towers have undergone market testing, and within the weight range indicated on the product page, they are generally suitable for most cats.
However, as we know, even with the same weight, cats can have different body sizes, so maybe the fixed platform size might not be ideal for every cat. We appreciate your comments and will report your suggestion to our team to explore the possibility of improving the platform size.
Additionally, our customer service team will contact you shortly to assist with the issue you encountered and discuss suitable solutions with you.
Thank you for helping us make our products better and thanks for your support.
Best regards,
Rose
YA
yayanova
Return policy is not very clear
Updated: May 7th, 2024
The company state that item is no longer new since it is taken out of original box and assembled according to the return policy. I was allowed to send the item back but had to pay shipping which it is more than item worth. The specific return policy for cat tree was never specified in its return policy.
Return policy is not very clear
I bought a cat tree. The item arrived on time. Looks pretty but has horrible smell. The material isn't very cat friends. Neither my two cats are interested in it. They won't even near to it. I tried to contact the customer server to return it. First, it took 3-4 days for them to get back to me. Second, the item is not qualified for free return because it has been assembled. They need to list the condition clearly in their return policy.
Response from Happy & PollyMay 7, 2024
Hi,
Thank you for sharing your feedback regarding our return policy and your recent purchase of the cat tree.
Regarding the smell issue with the cat tree, it's possible that the faint odor is from being sealed in the packaging for an extended period. I recommend airing out the product to help dissipate the smell. As for the delay in our response, we typically aim to reply within 48 hours, but it's possible that your email may have been filtered into your spam folder, causing the response delay. We will follow up with our team to ensure they check and proactively address any such issues in the future.
Regarding the return policy, we do specify that returns must be in their original condition, unworn or unused, with tags, and in the original packaging. However, we take your concerns seriously and are committed to finding a satisfactory solution for you. Please provide your email address, and we will reach out to discuss potential options that meet your satisfaction.
Best Regards,
Rose
HA
Hannah
Cute but issues with assembly
The egg design is super cute, but unfortunately the one I got couldn’t be assembled :( the bolt won’t fit into the bottom of the yolk. It gets stuck when you’re trying to drill it in and won’t move at all. I was so excited to get this for my cat, but it’s unusable because of the assembly issue.
Response from Happy & PollyApr 17, 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 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
CO
Consumer
Made in china. Poor quality
I bought the ghost fountain and was very disappointed when it arrived. The suction cup doesn’t work so I had to make something with a straw to help the water to go through the ghost. It’s poorly made so the top does not fit the rest of the water fountain. It’s too hard to close it. Seems to be unpractical for the cat to drink from it.
The box mention made in china and it’s definitely what it is. Sadly it was too pricey for the quality. I’ll definitely not buy again from them.
Response from Happy & PollyMar 28, 2024
Hi,
We sincerely apologize for the issues you encountered with your Ghost Fountain. Could you please provide us with your order number and email address, or contact our customer service email, so we can review the problem with a video demonstration? Our customer service team will respond within 48 hours to help you identify the problem and discuss possible solutions.
Sorry for the inconvenience, we look forward to resolving this issue promptly.
Best regards,
Rose
