Question 1

What payment methods do you accept?

Accepted Answer

Explore convenient payment options for a seamless shopping experience. We accept Visa, MasterCard, American Express, PayPal, Apple Pay, and Shop Pay.

Question 2

What shipping options are available for customers in Australia?

Accepted Answer

We are pleased to offer free standard shipping for all our valued customers in the United States. Enjoy the convenience of no additional costs for standard shipping on your orders.

Please note that some remote zip codes may be subject to a small shipping fee of $4.99, depending on the location. This will be calculated and displayed at checkout if applicable.

Question 3

What is your return policy?

Accepted Answer

Returns are eligible within 30 days from the purchase date. Items must be in original packaging, including the poly mailer bag and in its original condition and undamaged for eligibility. Photos of the bed will be required upon return request. Allow 7-21 business days for refund processing upon receiving the returned item.

Exchanges are processed upon receipt of the original item.

*Please note that any order placed after January 10th 2025 will incur a $12.00 restocking and processing fee deducted from your refund amount. Expedited and Priority shipping fees will also be deducted from your refund amount.

Question 4

What is this bed, and how does it work?

Accepted Answer

This bed is a heated and aromatherapeutic cat bed designed to offer a unique blend of comfort and therapeutic benefits for aging and arthritis-afflicted cats. It conforms with cats sleeping postures and offers proper join-support.

It is a holistic solution that combines instant warmth, orthopedic support, herbal therapy, and functional design to create an ideal haven for aging and arthritis-afflicted cats. It goes beyond mere comfort, actively contributing to joint health, mobility, and the overall well-being of your feline companion.

Question 5

What's the "Try Before You Buy" option all about?

Accepted Answer

This trial program lets you give our beds a test run at home for 12 days before you commit to buying one at full price. It's a risk-free way to see if your feline friend approves.

Question 6

What is the Give $20, Receive $20 Referral Program?

Accepted Answer

When you refer a friend to Knead, both you and your friend benefit! Your friend will receive $20 off their first purchase, and once they complete their order, you’ll receive $20 in store credit as a thank you.

Question 7

Is my payment information secure?

Accepted Answer

Rest assured, your payment information is our priority. Our platform employs encryption and industry best practices to secure the confidentiality and integrity of your sensitive data.

Question 8

What is the estimated delivery time for standard shipping within Australia?

Accepted Answer

For standard shipping within Australia, the estimated delivery time is 3-5 business days after shipping.

*Please note that delivery times may vary based on your specific location, and factors such as public holidays or unforeseen circumstances may impact the delivery schedule.

Question 9

How do I initiate a return?

Accepted Answer

Initiate a return by contacting our customer support team hello@kneadcats.com. They'll guide you through the process and provide necessary instructions.

Question 10

What is the power source for the heating bed?

Accepted Answer

The heating bed is designed for convenience and versatility when it comes to power sources. It operates on low voltage power, allowing flexibility in how it can be powered. Users have the option to either plug it into a standard wall outlet or use a power bank for a more portable and flexible power solution. Whether you prefer the reliability of a wall socket or the freedom of a power bank, this heating bed is adaptable to suit your needs and ensure your cat's warmth and comfort wherever they choose to rest

For optimal performance, ensure that your power bank is capable of delivering 9V and 2A. Without these specifications, the device may not function as intended.

Question 11

How long can I try the bed?

Accepted Answer

You get 12 days to see if the bed is a purrfect fit for your cat! Your trial begins after the 6-day shipping grace period. Think of it as a month-long trial to ensure their comfort and satisfaction.

*Please note that for any orders placed on the "Try Before you Buy" program will be subject to the $12.00 restocking and processing fee if a return is initiated after the end of the trial period.

Question 12

How do I participate?

Accepted Answer

Sign up for our referral program.
Share your unique referral link or code with friends via email, social media, or any other platform.
Once your friend completes their first order using your referral link or code, you’ll receive $20 code in your inbox.

Question 13

Can I modify my order or shipping address after confirmation?

Accepted Answer

If you notice an error in your order or shipping details post-confirmation, promptly contact our customer support team at Knead. While modifications aren't guaranteed, our team will assist you in exploring available options.

Question 14

Can the heating bed be spot-cleaned, or is it machine washable?

Accepted Answer

The heating bed is machine washable for your convenience. You can safely wash it in a standard washing machine, and it is designed to withstand up to 40 cycles. This feature ensures that the bed remains clean and hygienic for your cat, even with regular use.

Question 15

How does it work?

Accepted Answer

It's simple! Just choose the "Try Before You Buy" option when you add a Knead bed to your cart and follow the regular checkout process. You'll receive the bed, after the 6 days delivery period. your cat can enjoy it for 12 days, and then you decide. Your credit card will be charged after 18 days, but you still have up to 30 days from the purchase date to return any unwanted items.

Question 16

I'm interested in your Try Before You Buy program for cat bedding, but I noticed a temporary hold on my account. Why is this happening?

Accepted Answer

During your 30-day Try Before You Buy trial for cat bedding, a temporary authorization hold may appear on your account for the full purchase price. This is a common practice and not an actual charge. It simply ensures you have sufficient funds available if you decide to keep the bedding after the trial. This hold will automatically clear within one business day after your trial ends, provided you don't complete a purchase.

Question 17

When will I receive my $20 referral credit?

Accepted Answer

Once your friend’s first order has been successfully placed, your $20 off code will be sent to the email address you signed up with.

Question 18

How long does it take to receive a return label after submitting my photos?

Accepted Answer

Once you’ve submitted the required photos and your return has been approved, it typically takes 2–3 business days for our Returns Team to process your request and send you a return label to your email.

Question 19

Can I cancel my order?

Accepted Answer

Order cancellations are subject to our policy. Please contact our customer support team hello@kneadcats.com promptly to inquire about the possibility of canceling your order.

Question 20

What is your warranty policy?

Accepted Answer

At Knead, we offer a one-time limited one-year warranty for our products to ensure your satisfaction. This warranty covers defects in materials and workmanship.

To file a warranty claim during the one-year period, follow these steps:

Contact our customer support team.
Provide proof of purchase, a photo or short video of the issue, and a brief description of the problem.

Depending on the issue, we will:

Replace the defective part(s),
Replace the entire product, or
Issue a refund for the defective product.

Please note, this warranty can be used only once within the one-year coverage period.

We reserve the right to update this policy at any time. Any changes will take effect immediately upon posting to our website.

Question 21

How long does it take for the heating bed to warm up?

Accepted Answer

The heating bed is designed for quick and efficient warming. After plugging it into a wall outlet or power bank, you can expect it to reach a comfortable temperature in just 10 minutes. This rapid warm-up time ensures that your cat can enjoy the cozy and soothing warmth of the bed shortly after settling in, providing prompt relief for arthritis discomfort and ensuring a snug resting experience.

Question 22

What about returning the bed?

Accepted Answer

No worries! Trial items have a full 30-day return window. Just make sure the bed is in good condition, undamaged and is with the original packaging. Use the pre-paid label for a hassle-free return.

*Please note that for any orders placed on the "Try Before you Buy" program will be subject to the $12.00 restocking and processing fee if a return is initiated after the end of the trial period.

Question 23

Price Matching

Accepted Answer

Price Match Policy

At Knead, we offer a 15-day price match guarantee under the following conditions:

One-Time Price Match: You can request a price match once within 15 days of your purchase.
Request Process: To request a price match, email us at hello@kneadcats.com with a screenshot of the discount you're referencing.
One Discount Rule: You can choose either a price match or the discount code used during the original purchase, but not both.

Stay updated on our latest promotions by checking our website or following us on social media!

Question 24

Is there a limit to how many referrals I can make?

Accepted Answer

No, there’s no limit! You can refer as many friends as you like, and you’ll receive a $20 off code each time a friend makes their first purchase using your referral.

Question 25

How do I track my order?

Accepted Answer

Upon shipment, receive a confirmation email with tracking details. Use this information to monitor your package's status and location.

Question 26

What is covered by the warranty?

Accepted Answer

The warranty covers defects from faulty materials or workmanship during manufacturing.

Question 27

Does the trial period affect returns?

Accepted Answer

Nope! The trial period is all about giving your cat a chance to try the bed. You can still return it within 30 days of receiving it, just like with any other Knead purchase.

Question 28

Can I use my referral on any purchase?

Accepted Answer

Yes! Once you receive your referral code, it can be applied to any future purchase on our store.

Question 29

Where does the bed come from?

Accepted Answer

The Knead cat bed is designed in New York and made in China. It was co-developed with veterinarians, so you know it meets the highest standards for your cat's comfort

Question 30

What are the warranty exclusions?

Accepted Answer

Exclusions include misuse, neglect, acts of nature, and product modification. Refer to our warranty policy for details.

Question 31

Can I extend the trial?

Accepted Answer

Our standard Try Before You Buy trial is 30 days. However, we understand that sometimes your feline friend might need a little more time to adjust to their new bed. Here's how it works:

Enjoy a 30-Day Trial: Explore the comfort of our cat bedding risk-free for a full month.

Question 32

What shipping options are available for customers in the United States?

Accepted Answer

We are pleased to offer free standard shipping for all our valued customers in the United States. Enjoy the convenience of no additional costs for standard shipping on your orders.

Please note that some remote zip codes may be subject to a small shipping fee of $4.99, depending on the location. This will be calculated and displayed at checkout if applicable.

We offer Expedited (2-4 business days) for $7.00 and Priority shipping (1-2 business days) for $10.00. Orders over $300 are eligible for free expedited shipping.

Any shipping fees incurred will be deducted from your refund amount should you choose to initiate a return.

We currently do not offer shipping to Alaska and Hawaii.

Question 33

What happens if my friend doesn’t complete a purchase?

Accepted Answer

You will only receive the referral code after your friend completes their first purchase using your referral.

Question 34

I'm interested in your Try Before You Buy program for cat bedding, but I noticed a temporary hold on my account. Why is this happening?

Accepted Answer

During your 12-day Try Before You Buy trial for cat bedding, a temporary authorization hold may appear on your account for the full purchase price. This is a common practice and not an actual charge. It simply ensures you have sufficient funds available if you decide to keep the bedding after the trial. This hold will automatically clear within one business day after your trial ends, provided you don't complete a purchase.

Question 35

What is your return policy?

Accepted Answer

Return Policy

All pet bedding can be returned within 30 days from date of purchase provided the product is in its original condition. Original packaging is also required.

Free trials.

For the 'Try Before you Buy' program:

Your trial begins after the 6-day shipping grace period.
You have 12 days to try the product at home.
You will only be charged for what you keep after the 18-day period (12-day trial + 6-day shipping grace).
If you want to return any items, you still have up to 30 days from the original purchase date to send them back. You will only be charged for what you decide to keep.

*Please note that for any orders placed on the "Try Before you Buy" program will be subject to the $12.00 restocking and processing fee if a return is initiated after the end of the trial period.

Question 36

What is the estimated delivery time for standard shipping within the United States?

Accepted Answer

For standard shipping within the United States, the estimated delivery time is 1-5 business days after shipping.

*Please note that delivery times may vary based on your specific location, and factors such as public holidays or unforeseen circumstances may impact the delivery schedule. During the holiday season please expect delays of 5-7 business days.

We currently do not offer shipping to Alaska and Hawaii.

Question 37

Payment Re-authorization Failure

Accepted Answer

Why did I receive this email?

You received this email because your order couldn’t be re-authorized, which led to a full charge before your trial period ended.

What should I do?

To prevent further issues with your order, please update your payment method. If you need assistance, contact our support team.

Question 38

Holiday Return FAQ

Accepted Answer

What is the return window for holiday purchases?

Purchases made from December 1 2024 through December 24 2024 can be returned through January 31, 2025. This extended return window allows you to shop for holiday gifts with peace of mind.

Can I receive a refund for a holiday purchase made on your online store?

If you are the purchaser and you submit a return for a refund within the stated above, you are eligible for a refund as long as the item meets our return criteria.

If you have received our products as a gift you are unable to receive a refund. Please reach out to the purchaser to initiate a return request.

What if I received a gift during the holiday season and want to return it through your online store?

If you are the recipient of a gift purchased between the dates of December 1 through December 24 2025. You must contact the person who gifted you the item to initiate a return request.

What are the conditions for returning an item to your online store during this holiday return period?

To be eligible for a return during the holiday season, the item must be in its original packaging with the plastic bubble wrap, in its original condition to be eligible for return.. Please refer to our regular return policy for more details on our return criteria.

What if I miss the January 31 deadline for returning a holiday purchase to your online store?

Returns received after January 31 may not be eligible for a refund unless there are extenuating circumstances. Please contact our customer support hello@kneadcats.com.

Question 39

Holiday Shipping

Accepted Answer

Receive by Dec 24

Standard Shipping: Order by Dec 15
Expedited (2-4-Day) Shipping: Order by Dec 18
Priority (1-3-Day) Shipping: Order by Dec 19

Question 40

PayPal Pending Charges for Try Before You Buy Orders

Accepted Answer

Why do I see multiple pending charges on my PayPal account?

PayPal uses an authorization process for "Pay in 4" transactions, which can sometimes show multiple pending charges. These are not actual withdrawals but temporary holds to confirm funds availability. No funds are taken until the transaction is finalized.

Will I be charged more than once?

No, you will only be charged once on the scheduled payment date. For example, if your payment is due on December 11th, that is when the charge will be processed.

How can I confirm that no funds have been withdrawn yet?

We recommend contacting PayPal directly to confirm your account status. They can provide the most accurate and up-to-date information about your transaction and reassure you that no funds have been taken prematurely.

Where can I find more information about PayPal’s authorization process?

You can learn more about PayPal's handling of pending authorizations by visiting their official website.

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