James
AVOID! Poor response time if any issues arise.
Original Review: I placed an order and immediately realized the shipping address was incorrect. I instantly made a request via the chat option to update the address. I didn't get a response until 2 days later! Because of the delay in response, the order could not be updated. Any other company would be able to fulfill this request. This company did not. They then told me there would be no guarantee that the order can be rerouted and for me to call UPS. I called UPS and was told I would have to pay over $150 to correct the issue. I understand the mistake was mine, but I have never had an instance where something like this couldn't be corrected. In addition, there is an email thread for another item on my order which is pushed back around 3 to 4 weeks. When I reply to this email, I don't receive a response in a timely manner to correct it. I was never given a phone call. There are no phone numbers listed in a clear location for me to call and and attempt to solve the error. Each day is another day over $600 spent is out in the world and not with my cats. I just want what I paid for, or my money back. This is ridiculous. Update: I received the litter box after having to purchase other boxes, but thankfully, UPS was able to update my address. I stand by the poor response time and complications of being able to edit my order immediately after placing it.
Response from MeowantSep 3, 2026
Hi, I am so sorry for the frustration and the delayed response over the weekend. I completely understand why you are upset, especially with such a significant order, and I want to sincerely apologize for the stress this has caused. I want to clarify that our team has been actively working on your case. We have already contacted UPS to update your address, and the tracking now shows that they have received the modification request. Please kindly wait for the tracking to update; the package is on its way to the correct location. Regarding the other items, one has already arrived and been shipped to your new address. The remaining item is currently out of stock, but we will ship it to your new address as soon as it arrives. We have just sent you a detailed email with the latest tracking info and order status. Please check your inbox. We are here to make this right!