FAQ

1. Orders and Shipping

Which regions do you deliver to? Currently, sisalhaven serves customers located across Europe and the United States. We facilitate reliable delivery through our via reliable carriers including DHL, FedEx, and UPS. Standard international transit typically takes 3–7 working days.

What is the expected timeframe for order processing and delivery?

Order Processing: Please allow 2–3 working days for our team to prepare and dispatch your items.
Transit Time: Standard delivery typically takes 3–7 working days following dispatch.

How can I track the progress of my order? To maintain transparency, our system sends automated notifications to the email address provided at checkout. You will receive updates at key milestones, including:

When the order is dispatched from our facility.
Upon arrival at the regional sorting hub.
When the parcel is out for final local delivery. Each update includes a tracking reference for your convenience.

What happens if my delivery is delayed beyond the standard timeframe? In the event that an order exceeds the estimated transit period, we will initiate a formal investigation with the respective carrier. Based on the findings of the inquiry, we will offer a full reimbursement or a replacement dispatch to ensure your requirements are met.

2. Payments and Billing

What methods of payment do you accept? We offer a variety of industry-standard payment options for a seamless checkout experience. Accepted methods include:

Credit and Debit Cards: Visa, Mastercard, and American Express.
Digital Wallets: Apple Pay and Google Pay.
Electronic Wallets: Other verified electronic wallet options available at the final stage of checkout.

Is my transaction information handled professionally? All transactions are processed through encrypted channels that adhere to the Payment Card Industry Data Security Standard (PCI DSS). We utilise robust protocols to manage your payment data with the necessary care and confidentiality.

3. Returns and Refunds

What is the “Right of Withdrawal” for European customers? In accordance with European consumer protection regulations, customers in the European Union and the United Kingdom have the Right of Withdrawal. You may cancel your contract within 14 days of receiving your items without providing a specific reason.

What should I do if my items arrive in a damaged or faulty condition? If you receive a product that exhibits defects or has been damaged during transit, please contact our support team via email at supplies@sisalhaven.com.

Requirement: Please provide photographic evidence of the issue.
Resolution: Once the evidence is verified, we will arrange for a full refund or a replacement to be sent to you. In these specific instances, there is no requirement to return the damaged item.

What is the general return policy for non-defective items? For returns under the 14-day withdrawal period, items must be in their original, unused condition. Please contact our support team to receive the appropriate return instructions and the designated return address.

4. Contact Information

If you have further enquiries regarding our feline-focused products or your order, please reach us through the following official channels:

Phone: +1 416-638-0582
Email: supplies@sisalhaven.com
Address: 50 Westpark Blvd, Fort Saskatchewan, AB T8L 0B2