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What does delivery cost?
Nothing. Delivery is free on every order, with no minimum spend and no threshold to reach.
How long does it take?
Orders leave within one to two working days and spend five to seven working days in transit — eight to thirteen days in all. Each product page shows the dates you should expect for an order placed today.
Can I follow my parcel?
A tracking link reaches you by email the moment your order ships. You can also enter your order number on our tracking page.
What if it is wrong?
You have 30 days from delivery. Tell us and we arrange the collection ourselves, at our cost, in both directions. The refund goes back to the card or wallet you paid with once the item reaches us. You do not need to give a reason.
Does it have to be in the original box?
It helps, so keep the packaging until you are sure. If the box has gone, write to us anyway — we will sort it out.
Does it arrive built?
Anything with several levels arrives flat, with the parts numbered and the tools included. Beds, scratching mats, carriers and feeders do not need building at all. Every product page has its own Care and assembly section written for that product, so read that one rather than assuming — a scratching mat and a two-metre tower do not ask the same thing of you.
How do I keep it clean?
Again, per product: plush, sisal, woven rattan and plastic are not cleaned the same way, and the page tells you which one you are dealing with.
How do I know it will fit?
Every product page publishes the overall height, the size of the base and the spacing between platforms. Measure the corner first; the numbers are on the page rather than on request.
How do I know it will hold my cat?
The weight limit is stated per cat, not only as a total for the frame. If you have two cats, you can add them together yourself and see whether the answer still works.
I have two cats. Which tree?
Two cats need two places to be at once, at two different heights, on a base wide enough that one landing does not rock the frame. That is what the XXL range is for.
My cat ignores new things.
Put it where your cat already chooses to be — the sunny corner, the busiest room — and leave it alone for a few days rather than presenting it. A little catnip helps on anything meant to be slept on or scratched. And if it still does not work, the 30 days are there for exactly that.
What is the difference between the models?
Three levels of control. The button models are programmed on the machine itself and need no network at all. The Wi-Fi models are scheduled from your phone. The camera models add a lens with night vision and motion alerts, so you can see the bowl in a dark room. The collection page marks which is which with an icon.
What happens in a power cut?
Several models keep running on batteries, which is precisely when a feeder must not fail. The product page says whether a given model does, and which batteries it takes.
How can I pay?
Card, Apple Pay, Google Pay, PayPal and Shop Pay. The checkout is encrypted end to end.
Can I ask something else?
Write to contact@elvene.fr. A person answers, within 24 to 48 hours.