Shipping
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Location |
*Estimated Shipping Time |
| United States |
10-30 Business days |
| Canada, Europe |
10-30 Business days |
| Australia, New Zealand |
10-30 Business days |
| Central & South America |
15-30 Business days |
| Asia |
10-20 Business days |
| Africa |
15-45 Business days |
*This doesn’t include our 2-5 day processing time.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
RETURNS
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- If you did not receive the product within the guaranteed time( 45 days not including 2-5 day processing) you can request a refund or a reshipment.
- If you received the wrong item you can request a refund or a reshipment.
- If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
We do not issue the refund if:
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of Kelizo (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of https://kelizo.com
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
My kitten jumped right on it as soon as I finished assembling it! She didn't even wait for me to move it to the window. Assembly was easy, and all parts were labeled properly--and it includes an extra ball! It is a bit wobbly when she starts going crazy on it, but I'm not worried about it falling on its side or anything like that. She loves all the different levels, and sleeps on the top perch at night. She's truly the queen of this realm. I also give her catnip on on of the levels, and she goes crazy jumping up and down. It's so much fun for her. :)
This cat tree is awesome, both my cats love it. The fact that I can replace the the sisal scratching posts is great, as my cats have left my furniture alone
Perfect size, soft and easy to built! My cats sleep in/on it almost every night! Would definitely recommend.
My cats love it. Very sturdy
I own a 15 years old cat, a 12 weeks old kitten and a medium size dog. That's what they have to say about it. The cat: LOVE the highest perch. It provides a nice view from every angles and it prevents sneak attacks from the the kitten. The best part will always remain the long naps by the sunny window. The kitten: Having a blast by playing, climbing and annoying the old cat who lives at the top of the castle. It's also a really good hiding spot to retreat from the dog after losing the battle. But where it really shines, is the incorporated bowl where you can eat or drink with the dog out of reach. Also, I love the round hammock! The dog: Hate it. The cat has an unfair view of outside the window, the kitten has an unfair strategic advantage for retreat or sneak attacks. The worst part is the inability to reach the food in the bowl. Why is the bowl so high?
I like how this cat tree doesn't need a lot of space, but it's not really made for cats on the larger side.
I'm was so excited when this cat stand came in my cat absolutely loves it he makes himself fit in the little round hanging basket I had to sprinkle catnip on it to make him go to it at first cuz it is so fresh and clean but he loves it he lays on it throughout the day very easy to put together very sturdy absolutely a good purchase!
My cat loves the top perch, but doesn’t use the scratch posts or the house feature. She’s new to our household, so maybe in time she’ll use them. It’s sturdy and was easy to assemble.
Currently, the cat is grooming himself on the top of the tree, so I'd say he approves of it.
I loved the fact that it took less than 5 minutes to put this thing together. It also looks nice as it isn't too large as other cat trees can be.
This fit nicely in our apartment, but is still big enough for the cats to sit on. Easy to assemble and sturdy.
Good product. Our cat took to it fairly quickly and enjoyed hanging out at the top or in the little basket on the side. The basket seems a bit small, but she gets cozy in it. Easy to follow instructions and put together.
Got this for my kitten, she has grown and I bought her a bigger cat tree but kept this one as she's just as obsessed with it. It's really great. It's not that stable though so maybe get a bigger one for bigger cats.
Overall it exceeded my expectations. Sturdy and strong, doesn't fall over easily (hasn't at all so far), and it doesn't smell. The sheet for assembly was hard to find but I could piece it together without reading as much. I don't like the furball though. I tested it and the ball broke easily from the string. They gave another that I tied it up with though. Worth the money. Worked either way. Nice design, not too big even though I live in an apartment.
It was really easy to put together my cat. Absolutely loves it. Loves to sleep in that little basket thing. There is so cute to watch her. I definitely like it as she scratches on this except for my furniture. definitely was a great price for it was very durable simple to put together and my animal loved it 10 out of 10
Product was easy to put together, sturdy and fabric/materials are great for the price. Platforms are good size for kitten or young cat. Might not be suitable for larger cats but works well for ours!
It was easy to set up. It is quite large so have a good space to place it.
Great cat tree,easy instructions,soft fabrics. Highly recommended!
My cats like it and It's small enough to fit in room.
Cats love climbing it and it is fun watching them play fight.
I think this cat tree is a good value for its price but it's a bit unsteady so I placed a kettle bell on the base to make sure it doesn't tip over when my crazy cat has his zoomies and attacks it. It was also easy to put together without any help. I'd recommend!
As pictured, easy assembly and cats love it. They began playing on it as it was getting built and enjoyed the cubby hole to hide out in. Basket is one of the cats immediate lounge spots. Good quality for price.
My cat LOVES this cat tree! He usually refuses to use a bed but the top of the tree is his favorite spot. It is just a tad wobbly but tightening them every now and then doesn't hurt. it's been almost 8 months and it hasn't fallen apart so i would say good product for such a deal!
Our cat just loves this tree!!! She is always on it and sleeps right at the top 😊
It was easy to put together, soft material, my kitten likes it.