FAQs

ORDER & PAYMENT

How can I place an order?

You can place an order directly through our website. Select your preferred product, add it to your cart, enter your shipping information, and proceed to checkout.

What payment methods do you accept?

We accept the secure payment methods available at checkout, which may include major credit and debit cards and other payment options such as Visa, Mastercard, American Express, Discover, Shop Pay, and PayPal.

Available payment methods may vary depending on your location and checkout eligibility.

Will I receive an order confirmation?

Yes. After placing your order, you will receive an order confirmation email containing your order details and shipping information.

If you do not receive your confirmation email within 24 hours, please check your spam or junk folder. If you still cannot find it, please contact us at support@rolycozy.com.

SHIPPING

Where do you ship?

We currently ship to the United States.

We do not currently ship to:

Alaska
Hawaii
Puerto Rico
APO/FPO/DPO military addresses

Is shipping free?

Yes. We offer free standard shipping to all supported destinations in the United States.

How long does shipping take?

Orders are generally processed within 1–3 business days.

Standard shipping typically takes 7–15 business days after the order has been processed and shipped.

For faster delivery, you may choose Express Shipping for a $19.90 flat rate, which typically takes 5–8 business days after processing.

Delivery times are estimates and may be affected by holidays, customs processing, weather, carrier delays, or other circumstances beyond our control.

How can I track my order?

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number.

Tracking information may take 24–48 hours to become available after shipment.

You can use the tracking number provided in your shipping confirmation to track your package through the relevant shipping carrier.

Why hasn't my tracking information updated?

Tracking updates may occasionally be delayed while a package is being transferred between carriers, processed through customs, or moved between shipping facilities.

If your tracking information has not updated for an extended period, please contact us at support@rolycozy.com and we will assist you.

PRODUCTS

How do I know if a product will fit my space?

We recommend carefully reviewing the product dimensions, installation requirements, and specifications listed on each product page before purchasing.

For products such as wall-mounted cat furniture or window-mounted cat beds, please check your wall structure, window measurements, and installation conditions to ensure compatibility.

Are your products suitable for all cats?

Our products are designed for cats with different sizes and needs. However, every cat is different.

We recommend checking the product dimensions and stated weight capacity before purchasing to help determine whether a product is suitable for your pet.

Are the products easy to install?

Most installation-based products include installation instructions and/or the required installation accessories.

Please carefully follow the instructions provided with the product. Proper installation is important for product stability and safe use.

RETURNS & REFUNDS

Do you accept returns?

Yes. We accept eligible returns within 30 days of delivery.

To request a return, please contact us at support@rolycozy.com within the applicable 30-day period and provide your order number.

Returned products must generally:

Be unused and in their original condition
Include the original packaging, accessories, and components
Not have been assembled, installed, modified, or altered

For change-of-mind or other non-quality-related returns, the customer is responsible for applicable return shipping costs.

Approved returns should not be sent without first contacting our support team and receiving return instructions.

Returns are processed at our designated returns facility:

3437 Moreland Ave
Conley, GA 30288
United States

For complete information, please see our Return & Refund Policy.

What should I do if my item arrives damaged?

If your item arrives damaged, defective, or you receive an incorrect product, please contact us at support@rolycozy.com within 30 days of delivery.

Please provide:

Your order number
Photos or videos showing the issue
A description of the problem
Photos of the packaging if the item was damaged during shipping

We will review your request and determine the appropriate resolution.

Can I cancel or change my order?

If you need to cancel or modify your order, please contact us at support@rolycozy.com as soon as possible.

Cancellations or order modifications are accepted within 12 hours after your order is placed.

After this 12-hour period, your order may have entered our processing workflow and may no longer be eligible for cancellation or modification.

Once an order has been shipped, we cannot modify the order or shipping address.

QUALITY & SUPPORT

What if my product has a quality issue?

If you experience a product defect or receive an incorrect item, please contact us at support@rolycozy.com with your order information and supporting photos or videos.

We will review the issue and provide an appropriate resolution in accordance with our Return & Refund Policy.