FAQ’s

Frequently Asked Questions

We have no secrets and we find it important that our customers and partners know exactly what they can expect. Therefore we have an answer to every question we could think of.

Did you manage to come up with a question that is not in this list? No problem – let us know by calling or mail us directly

About Bold Paw

Where can we buy cat furniture from Bold Paw?

You can buy our entire collection via our website or with one of our very carefully selected retail partners

How sustainable is Bold Paw?

We find the environment very important, thus we apply a as sustainable as possible policy.

Bold Paw only works with factories that work sustainable and meet the legal environmental requirements from the country of origin. Furthermore we transport via sea freight as much as possible to reduce CO2 emissions.

We work with CO2 neutral companies, drink fair trade coffee and tea (really tasty!), our spaces are illuminated by led lights and we print as less paper as possible.

Where can I leave a review?

Your feedback, good or bad is really important for us to help us improve not only our service, but our product development as well. You can leave a review at our Facebook page, or a website directly or via our trust pilot page!

Do you have a catalogue?

We are an online only business and to avoid any unnecessary use of paper, our product information can be found online only.

Do you design your products yourself?

We do indeed! Our products have spent many years in development and we are continuously looking to push boundaries within this market and produce the very best quality products available using the very highest quality materials.

Bold Paw Quality

What is sisal rope and why is the quality of it so important?

Sisal rope is a fundamental ingredient for a cat tree. Our sisal rope is 8mm, making it the largest and thickest available.

In-fact, our sisal is 5mm thicker than Pet Rebels sisal and 3mm thicker than Cat Tree King sisal! That is a bold statement!

Why no fabric plush covering?

One of the main issues that keeps arising time and time again, is that many plush covered cat trees are both very difficult to maintain and are susceptible to shedding and tearing.

As a result, these products can look very tired and worn after a few months of usage without proper maintenance. Furthermore, the plush material can be torn from cats claws.

Plush material can shed quite easily, especially when cats are jumping and playing on the products.

Many plush cat trees using this material may require regular vacuuming and lint removal to keep it looking fresh.

Secondly, plush cat trees can be easily damaged through liquid damage.

If there is a water spilt on the cat tree covered in plush, then the water will soak into the particle board underneath and this will cause the parts to fail.

This can of course be potentially dangerous as the particleboard will naturally soften over the course of a few days and this can cause important parts of the product to fail.

Our products have found the perfect solution to both of these issues due to our unique melamine finish on our products.

Lastly, comfort! Our trees are more comfortable due to the removable pillows on each platform!

What makes your products the strongest?

Our products are the strongest for many reasons!

  1. Our Melamine finish on our platforms improve the strength of the MDF board by up to 40%!!
  2. We use 8 mm sisal rope which is the largest and thickest available on the market
  3. We use ABS plastic caps to connect the posts
  4. We use M10 bolts
  5. We have a 2 year guarantee
  6. Our products are splash proof and completely scratch proof

The list goes on and on!

Do you design your products yourself?

We do indeed! Our products have spent many years in development and we are continuously looking to push boundaries within this market and produce the very best quality products available using the very highest quality materials.

How heavy are Bold Paw cat trees?

Our products are some of the heaviest and most stable that you can find. In fact, as we do not use plush material which normally reduces the thickness of the base plate by around 5-10mm our products are indeed heavier than our competitors.

The exact weight of the product can be found on the product listing page and many of our items are sent in multiple boxes as they are simply too heavy to be delivered in one!

This additional weight allows for multiple cats to use the products at the same time no matter what size

Order & Return

What is the delivery time?

As all of our products are stocked and stored in our UK warehouse, delivery will be no longer than three working days maximum. We do plan to introduce a next day delivery option in the future for an additional delivery charge.

Can I track my order?

Absolutely yes, as soon as the item has been dispatched you will receive a notification automatically with your tracking details. Furthermore, on the day of delivery you will receive a one hour delivery time slot to make sure somebody is available to sign for the package!

How can I return my package?

Whilst it is very unlikely that you will want to return your cat tree, it is indeed possible!

Customers have 30 days to return the item in its original condition for a full refund.

If you would like to return your item then please contact us at sales@boldpaw.uk and we can email you the return instructions back to our UK warehouse.

Will I receive my money back after a return?

Yes, of course. As soon as you report a return, you – legally – dissolve the purchase contract.

From that moment on, you are entitled to a full refund of the products including shipping costs.

We always refund within fourteen days after receipt of the product. We do, however, reserve the right to offset any reduction in value, in the event that goods have been used beyond what is necessary to determine their nature, characteristics and function.

What are the costs of a return?

Customers are always responsible for returning our products back at their own expense. If the product is faulty or not as advertised then we will provide customers with replacement parts within three days.

From our experience, the cheapest way to return the item would be with DPD. You can book a collection for the return here > https://www.dpdlocal-online.co.uk/

What do I do if my package is delivered damaged?

Don’t panic! Please contact us and we promise that we will do anything in our power to help you.

Payment Process

How can I pay?

Please select your item from our shop, add any product to your basket and then follow the checkout process where you can complete payment. Our checkout process has been streamlined to make it as quick and simple as possible!

We accept all major credit and debit cards

Can I pay in instalments?

Absolutely yes, as soon as the item has been dispatched you will receive a notification automatically with your tracking details. Furthermore, on the day of delivery you will receive a one hour delivery time slot to make sure somebody is available to sign for the package!

How secure is Bold Paw?

Online shopping with Bold Paw are handled securely via Stripe. Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. We also now accept Paypal online.

Bold Paw Cat Trees

Why is the height of a cat tree important?

Cats sharpen their nails several times a day and love to stretch out. This is only possible if the cat tree is high enough – a big cat needs a higher tree than a smaller cat. Tip: measure the cat with stretched legs before choosing a product.

Whilst the strength and stability of our products will naturally be of interest to cat owners with larger breeds, our products are suitable for cats of all shapes and sizes as they all share the same love of scratching and playing!

What do I need to look out for when buying a cat tree?

We always recommend investing in a product that will stand the test of time for at least a few years.

Investing in a poor quality and cheap product is counter-productive on many occasions as they will simply need to be replaced more often and in fact will cost much more over the longer term.

Our products not only cater to cats natural urges and hobbies, but have also been geared towards cat owners as well due to their very easy and low maintenance design as well as stylish and modern appearance making them look great in customers homes as well.

We believe that our products tick all of the boxes!

Do you sell spare parts?

We do yes! Spare parts are always available for our products and can be ordered via the website in the spare parts section 🙂

What can I do when I’m not satisfied with my purchase?

Our mission is to make sure all of our customers are satisfied so if you are not happy with anything regarding your purchase then please reach out to us and contact us!

B2B | For our business partners

Are you attending trade fairs?

This is something that we hope to do in the future! Details of any trade fairs will be listed across our website

I want to sell Bold Paw products

No problem! We would love to work with you.

Please email jon@boldpaw.uk and we will be happy to discuss this with you!

Do you have a warehouse or depot?

We do! Our UK warehouse is based in Peterborough

In which countries is Bold Paw available?

At this time, we are able to ship across the EU and the UK. We do however have big plans to expand into the rest of the world! If you are interested in selling our products outside of Europe then get in touch with us and we will be very happy to discuss!

Can I purchase directly from the Bold Paw factory?

This may be possible yes! We are very happy to discuss larger quantity container shipments and can provide FOB pricing. Please contact jon@boldpaw.uk to discuss your requirements.

Who can I contact about B2B?

Please contact our director of sales jon@boldpaw.uk for any business related enquiries.

Can I choose a colour myself?

We are very happy to discuss specific colour changes to any of our items! Please note, a minimum order quantity may be required… For more information or to discuss any specific customisations to any of our products please contact jon@cattree.uk

Complaints

How and where can I file a complaint?

Of course it is possible that product does not match your wishes. We promise to do everything in our power to help you. Contact us through our contact page or via the information below:

 

Email

If you send an email to sales@boldpaw.uk, we will try our best to reply within 24 hours.

 

By phone

Would you rather give us a call? You can, our customer service is available on Monday to Friday from 9:00 AM to 5:30 PM. Please call us at 020 8638 0562

 

Investigation

If the complaint needs an investigation or if there is a third party involved we need more time to respond. We will do this within 5 business days.

Guarantee

We are one of very few cat tree companies globally that offer a two year guarantee on our products. For any manufacturing defects we will always provide replacement parts.

Please note that this guarantee does not cover general wear and tear of our products.

PRICE MATCH GUARANTEE

If you find a lower price for any of our 'in-stock' products, we will match the price and send you some complimentary cat nip free of charge!

FAST & FREE DELIVERY

98% of orders of our 'in-stock' products are delivered within 3-5 working days of your order being placed with us. If your product does not arrive within this time period, we will send you some complimentary toys for you feline friend to play with!

SECURE ONLINE SHOPPING

Online shopping with Cat Tree UK Ltd are handled securely via Stripe. Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. We also now accept Paypal online.

INTEREST FREE MONTHLY PAYMENTS

Split your purchase easily on your existing credit card (no credit check, no fees, minimum £100) Choose Splitit at the checkout page!Visit our Trust Pilot page to see the comments left by our happy customers!