The Basics

We've tried to make ordering your Hicat® as helpful as possible so please read through this information as there are some useful pointers as well as general notes, which form our terms & conditions.

 

Before Ordering

The Overview & Product Pages illustrate unit types, options, features & you can view or download a PDF of our Pricing in the PDF Downloads section, which also contains other dimension & install documents.

Referring to the Buying Guide section before placing an order is also a good move as it contains lots of tips & advice on specificying your Hicat®.

You may also want to refer to our FAQs section as well if you can't find what you're looking for in the Customer Notes section. 
 

Order Your Hicat®

Hicat® products are available to purchase online if you live within the UK & European Union - standard weekday delivery to the UK is included in our pricing with delivery supplements to other EU countries applied at checkout.

If you live outside of the EU or would like to order a bespoke unit, arrange a special delivery option or pay by bank transfer then please use the order form at the bottom of the Product Pages - non-UK delivery will be calculated as part of your order form confirmation or you can request a Delivery Quote before placing your order.
 

Advanced Orders

We normally fulfil orders within 20 working days but if you're happy to wait longer for your Hicat® you can receive a 20% discount on the unit price (excluding unit options & features, stock items & accessories).

Advanced orders are planned for production 8 weeks ahead so expect to receive your Hicat® within 12 weeks from payment - you can select this option on the product order forms.

You can select this option at checkout when making an online purchase or select the Advance Order option on the product order forms.
 

Bespoke Units

As well as purchasing a standard unit you also have the option to customise your Hicat® even further with bespoke featuresfinishes & unit options or even come up with your own one-of-a-kind Hicat® - use the Makers Notes section in the order forms on the product pages to outline your bespoke options. 
 

Stock Items

We normally have special stock items available to purchase so please check our Stock Items page.
 

Sample Requests

We've done our best to illustrate carpet colours as close as possible but if you would like to see our finishes in the flesh please get in touch & we will be happy to send out samples.
 

Hicat® Returning Customer Discount

We include a discount for Hicat® returning customers so please note this on the order form when making a purchase - if you work within an animal welfare association or charity we are also happy to give you a discount so please get in touch & we can advise.

If you're purchasing a unit as an advance order then we I'm afraid we are unable to apply an addtional returning customer discount to your order.  
 

Delivery

Delivery is normally within 20 working days from receipt of payment - delivery to the UK is included in our standard pricing with additional supplements for non-weekday, assisted & non-UK destinations.

Typically, delivery to most EU countries is between £60-£90 in addition to the UK pricing for an 2400-2499mm high Tomcat or Fatcat unit.
 

Shipping To The United States

We have lots of enquiries from the USA asking for shipping quotes & we are happy to provide these but please brace yourself as the delivery supplement can be high if you don't live near a major city - on average the delivery supplement is between £80-£160 in addition to the UK pricing for an average height Tomcat or Fatcat unit.
 

Shipping To Asia, Australasia & Other Far Away Places

We can advise on shipping quotes but based on experience, the price for delivery can be very high when compared to the cost of the unit - this is obviously very disappointing for the customers & cats making these enquiries.
 

Import Duties, Charges & Local Taxes

If you are considering importing a unit there is a handy online Duty Calculator tool that you can use to get an estimate on the total cost of importing a Hicat® unit - When completing the Duty Calculator form we use “Cat Climber” as our Product Description & select Home & Garden - Other Home & Utility - Articles of Woven Textile as the product category noting that a figure of £20 should cover the insurance cost for most orders. 

For customs reference the HS commodity code is 9403890090, which relates to other manufactured furniture items & the US HTSUS import code is 6307.90.9889 & this relates to other made-up articles.
 

Viewing Our Products

We do have some sample units on display at our London studio so if you want to visit us to have a look at what we do & how we do it please get in touch to arrange a viewing using the Studio Visit form in the Contact section.
 

Scraaaatch™

If you are specifically looking for a cat scratcher then please visit our Scraaaatch™ website - this is our separate line of big, bold & colourful products that evolved from various bespoke units that we've made over the years.
 

Catapilla™

We've also developed a modular version of the Hicat® Fatcat cat climber with a twist - Catapilla™ is made up of modular compartments that can be stacked up to four units high & rotated independently of each other in 360°.

 

Measuring Up

Measuring up is simple once you've decided on where to position your unit & we recommend that you refer to our Buying Guide section for some guidance on the best spot for your Hicat®.

 

Proposed Position

Once you've settled on the position for your Hicat® take the measurement at that spot as ceiling heights aren't always consistent across a single room.

If you think you may want to change the position of your Hicat® over time then use the lowest ceiling height measurement in the room - our units have some adjustment so they can be raised so using the shortest height means that you will get the best fit. 
 

Measuring Technique

Using a steel retractable type tape measure, place the body of the tape measure on the floor & extend the tape to the ceiling making sure that you keep a vertical line when taking the measurement & add the size of the tape measure body to the dimension taken (the body dimension to add will normally be noted on the side of the tape measure for reference) - do this a few times then take the average measurement.
 

Measuring On Carpeted Floors

To help get a more accurate measurement make sure that you press the body of the tape measure into the pile of the carpet as much as you can whilst taking the measurement - this will allow for the fact that the carpet will compress under the weight of the Hicat® when installed.
 

Built-up Floors & Extra Thick Underlay

Really thick underlay can compress down over time & floors built up with boards or old floor boards can also give under the weight of our units so if you feel movement in the floor when measuring it's best to have someone stand in the proposed position of the Hicat® when taking the measurement to get a more representative reading.
 

Production Tolerances

Your supplied ceiling measurement needs to be accurate to within half a centimetre i.e. 5mm then we build in a height reduction to our floor-to-ceiling units, which allows for ceiling clearance & adjustment during installation.
 

Access Arrangements

While you've got your tape measure to hand check your access making sure that you have enough height & turning space to manoeuvre your Hicat® into its proposed location in your home - please remember that Hicat® units are made-to-measure so we cannot accept any customer returns due to incorrect measuring or that are simply too big to get into your home.

 

Ordering

Hicat® products are available to purchase online if you live within the UK & European Union - standard weekday delivery to the UK is included in our pricing with delivery supplements to other EU countries applied at checkout.

 

Bespoke Orders

If you live outside of the EU or would like to order a bespoke unit, arrange a special delivery option or pay by bank transfer then please use the order form at the bottom of the Product Pages - non-UK delivery will be calculated as part of your order form confirmation or you can request a Delivery Quote before placing your order.
 

Terms & Conditions

Part of the ordering process also requires you to confirm acceptance of our terms & conditions, which basically means that you've read & understood the Customer Notes section of the website so again we would recommend that you read through all of the notes before ticking the box.
 

Incremental Pricing

Because our floor-to-ceiling units are made-to-measure we apply an incremental price adjustment (up & down) to the unit prices shown based on ceiling height so please expect to see a variation in price when you order unless your ceiling height is within the 2400-2499mm ceiling dimension used as our guide unit price.
 

Order Acknowledgement

Once you've submitted your order you'll receive an email copy of your order - if you don't receive an email straight away you may want to check your junk mail folder as it may have been treated as spam mail & quarantined by your email client.
 

Order Confirmation

When we've checked your order we will send a confirmation email that includes a diagram of your unit & confirm your specification, any special request, Makers Notes & delivery supplement pricing where applicable together with your preferred payment request - this is normally within 1 working day of receiving your order.
 

Problems Ordering

From time-to-time we do get the odd report from a customer who can't place an order online - this is normally down to internet browser compatibility so rather than bang your head against the wall trying to work out what's wrong it's easier just to get in touch & we will happily submit an order on your behalf.

 

Payment

Payment needs to be made in advance online by credit/debit card or by electronic transfer direct to our bank account if you live in the UK.

 

Credit & Debit Card Payments

We use Stripe to process our online credit & debit card payments who have been audited by a PCI-certified auditor & is certified to PCI Service Provider Level 1 - this is the most stringent level of certification available in the payments industry. 
 

Bank Details

We bank with HSBC & our account details are as follows:

Beneficiary Name: Hicat Ltd
Sort Code 40-03-33
Account Number 91816306
IBAN:GB32MIDL40033391816306
BIC CODE: MIDLGB2141B
 

Non-UK Customers

Because of international charges that are applied to bank transfers the best & most economical way of making a payment from outside of the UK is by debit/credit card & therefore, we only offer bank transfer payment options to non-UK customers as a last resort if credit card processing is an issue but all charges must be paid by the sender otherwise we can't proceed with the order.
 

Refunds & Returns

Please remember that Hicat® units are made-to-order so we cannot accept any customer returns or refunds due to incorrect measuring, specification or that are simply too big to get into your home.

We can accept returns for stock & accessory items within 30 days from delivery - please contact us at shop@hicat.co.uk for return instructions noting that return postage must be paid by the sender & products should be returned in the original packaging in an unused condition.

 

Delivery

Delivery is normally within 20 working days from receipt of payment - delivery to the UK is included in our standard pricing with additional supplements for non-weekday, assisted & non-UK destinations.

 

Advanced Orders

Advanced orders are planned for production 8 weeks ahead so expect to receive your Hicat® within 12 weeks from payment.
 

Packaging

All units are despatched sealed in plastic wrapping plus Tomcat & Fatcat units are mounted & strapped to transit cradles, Polecat has protective sleeves.
 

UK Deliveries

We use a courier for our standard deliveries & units are despatched on a 1-3 working day service - we will advise on the proposed despatch date when we process your order & send tracking details after the unit has been despatched.
 

Deliveries To Europe & Beyond

These are fulfilled using a door-to-door courier on a 2-6 working day service & again we will advise on the proposed despatch date when we receive payment & send a tracking number after the unit has been despatched.
 

Taking Delivery

It's important that someone is at home to receive your delivery otherwise our courier may apply a handling charge after a number of failed delivery attempts - depending on the courier a card will be left or instructions emailed for you to re-arrange delivery.
 

Signing For Your Hicat®

When your Hicat® arrives there are two options for signing for your delivery:

- firstly, if you are unable to unpack & check your delivery while the driver waits please sign the delivery note as "unchecked" stating the reason why i.e. the courier couldn't wait.

- secondly, if the courier will wait for you to unpack & inspect your unit & once you're satisfied that it's in perfect condition sign the delivery note - in the unlikely event that damage has occurred in transit the delivery note should be signed as "damaged" detailing the condition e.g. dent on left side of unit.
 

Assisted Deliveries

Please note that unless you have arranged for an assisted delivery the driver may only handle your delivery to the main front door of your building - if you live in a residential block or have flights of stairs to climb with your delivery it's best to have some help on hand.

 

Installation

Hicat® units come complete with an Install pack containing instructions, fixings & tools so all you will need to install your floor-to-ceiling Hicat® is a stepladder, a drill that can hold a 11mm bit but having a small mirror to hand will also be useful if you've ordered a Tomcat or Fatcat.

 

Two Pairs Of Hands Are Better Than One

Manoeuvring larger Tomcat & Fatcat units into place can be tricky if you're on your own so we would recommend getting some help when installing these units.
 

Freestanding Bobcat

We recommend that some ballast is placed inside these units to prevent them toppling over during boisterous play - a couple of 5kg sandbags from the garden centre should do the job - if you've ordered a taller bespoke unit then we suggest increasing the weight to make sure there's no chance of the unit toppling.
 

Heavier Tomcat & Fatcat Units

These units may need to be raised slightly from time-to-time after they've been installed if carpet compresses down &/or floorboards give so they come with adjustable feet that can be raised using the hex key enclosed in the installation pack.
 

Safety First

It's important that you read the instruction leaflet paying careful attention to the safety notes & make sure that your Hicat® is correctly located in the ceiling fixing & stable before you allow your cat/cats to play.

 

Playtime

Before letting your cats loose on their Hicat® we recommend giving your unit a thorough vacuum inside & out - we do our best to clean the units before they leave us but there will be small residual coir fibres on the units, which will make a mess if not removed but more importantly could cause irritation to your cats.

 

Don't Panic

If your cat doesn't make an immediate dash for the top of your Hicat® they may need some enticing - a laser pointer, wand teaser or just some string are great ways to grab their attention & get them rocketing on, off & around your Hicat® but you may want to think about ordering one of our Hicatch Velcro® toys as an option.
 

Supervision

We've made some suggestions on Hicat® combinations & shelf options in the Before Ordering section above to help make climbing easier for your cat when using 3 & 4 Access Hole units - if you haven't followed these suggestions please make sure your cat is comfortable using the higher Access Holes on these units before leaving them unsupervised.
 

Monthly Inspections

Just to be on the safe side we would suggest giving your floor-to-ceiling unit a quick once over from time to time to make sure that the ceiling connector is correctly installed (the connector should extend at least 10mm in to the ceiling fixing hole), feet are in place & the unit is secure, stable & upright.
 

Coir Care

The coir finishes are 100% natural & don't carry any preservatives or finishing treatments so colours will fade over time, particularly if placed in direct sunlight - if a section becomes soiled this is best treated by using a soft brush with a little warm water (do not soak the unit) & mild detergent.
 

Twist Pile Care

The Twist Pile finishes are synthetic so won't fade - soiling can be treated as per our coir finish but scrubbing can be more vigorous & cleaning products used as long as the unit is not soaked.
 

Wear & Tear

Do expect to see some signs of use over time especially if the Hicat® is being put through its paces in a home with more than one cat - surfaces will become marked if your cat has a favourite scratching spot & strands can fray around the Access Holes, Peep Holes or seams but these are easily fixed with a touch of glue or trim up with some scissors.
 

Scratching

Hicat® units are meant to be used for scratching as well as climbing but to help with Hicat® maintenance we think it's a good idea to have other scratching options available to your cat - this will help prolong the look of your unit but also give your cat choices & is especially true for multi-cat households as each cat will probably have its own favourite scratching routine. 
 

Pad & Fat Pad Fabric Care

Cushion covers can be removed & either dry cleaned or washed at 40° then laid out flat to dry - you may see 3-5% shrinkage after cleaning, which is normal for this type of fabric.
 

Hicatch Care

The Hicatch band is made of looped Velcro® fabric, which can be cleaned with a stiff brush - the hooked Velcro® dots on the darts do attract small fibres & hair, which needs to be picked off the dots to keep them in tip top form.
 

Feedback

We've really loved watching our cats play on their Hicat® units & it's always fantastic to hear & see how other cats get on - if you can drop us an e-mail (with a photo or two) to share your experience with our products it would be really great to hear from you.