The Basics

We want to make ordering your Hicat® as simple as possible so we’ve put together the following notes for guidance along with some conditions, which form our terms of service.

 

Before Ordering

The Overview section is the place to start for an introduction to what we do & how we do it - our Pricing page includes all of our bespoke options & there’s handy PDF’s available for both Pricing & Dimensions.

Referring to the Buying Guide section before placing an order is a good move as it contains lots of advice on specifying your Hicat® - you may want to refer to our FAQs section if you can't find what you're looking for in the Customer Notes section. 

We also have a section on Measuring Up with helpful tips & step-by-step instructions on installling your Hicat® in the Installation section.
 

Order Your Hicat®

Hicat® products are made-to-order using the forms at the bottom of the product pages & you can customise your Hicat® in terms of compartment configuration, features & options - standard weekday delivery to the UK is included with delivery supplements to Non-UK destinations calculated as part of the order confirmation.


More Bespoke

You also have the opportunity to customise your made-to-measure Hicat® even further with more bespoke featuresfinishes & unit options or even come up with your own one-of-a-kind Hicat®.


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.
 

Discounts

We offer Returning Customer & Advanced Order discounts along with a special discount for individuals who work within an animal welfare association or charity so please see our Ordering page for more information.
 

Delivery

Delivery to the UK is included for our made-to-order units & is normally within 15 working days from Payment - Advanced Orders are fulfilled within 10 weeks.

Online Shop

Catapilla™, Scraaatch™ & Cat Wall™ items along with stock & accessories are available to purchase online - shipping to the UK & EU is calculated at checkout.

Worldwide Delivery

We ship worldwide & can advise on shipping before placing your order - you can request a Delivery Quote for Hicat® orders or any of our online products & accessories.


US & Canadian Customers

We also have a dedicated Hicat® US website that offers a selection of products for online purchase to US & Canadian customers. 

Installation

Hicat® units come complete with an installation pack containing bits, fixings & tools so all you will need to install your floor-to-ceiling Hicat® is a stepladder, pencil & drill.

Viewing Our Products

We always 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.

 

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. 
 

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.
 

Ceiling Height Measurement

Take a few floor-to-ceiling measurements in the spot you've chosen & use the smallest one as your ceiling height as this is likely to be the most accurate.

Laser Tape Measure

Using a laser tap measure is the best way to get the ceiling measurement spot on so it’s worth asking around family & friends to see if there’s one that can be borrowed - they can also be purchased on line starting at around £10 & even if you only use it once you will still have laser pointer toy for your cat to chase.
 

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 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 made-to-measure using the forms at the bottom of the product pages - standard weekday delivery to the UK is included in our made-to-measure pricing with delivery supplements to non-UK destinations calculated as part of the order confirmation or you can request a Delivery Quote before placing your order.

 

Returning Customer Discount

When you create a customer account at checkout you’re be entitled to a 5% discount on future purchases - if you are a returning customer who hasn’t signed up for an account but would like to make use of this offer please get in touch before making a purchase & we can advise on a discount code.


Advanced Order Discount

We normally fulfil orders within 15 working days but if you're happy to wait longer for your Hicat® you can place an Advanced Order & receive a 5% discount on your purchase (excluding shipping, stock items & accessories) - Advanced Orders are planned for production 8 weeks from payment so expect to receive your Hicat® within 10 weeks.
 

Welfare Association & Charity Discount

if you work within an animal welfare association or charity we are also happy to give you a discount so again please get in touch & we can advise on a discount.


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.
 

Delivery Supplement

UK delivery is built into our standard price list for orders so we make an allowance against this standard delivery when we calculate non-UK delivery supplements - we shop around for the best shipping price then deduct the UK delivery cost from this quote.


Delivery Surcharge

Our pricing is based on shipping your order to a mainland UK address - in the event that a delivery address attracts a non-mainland or remote charge we will notify the customer of the additional fees & if the charges are not acceptable will make a full refund against the order.


European Union Delivery

As a guide delivery to most EU countries is £60-£90 in addition to the UK pricing for a 2400-2499mm high Tomcat or Fatcat unit.
 

Delivery To The United States

We have lots of enquiries from the USA asking for shipping quotes & we are happy to provide these but the delivery supplement can be high if you don't live near a major city - typically the delivery cost is between £160-£240 in addition to the UK pricing for 2400-2499mm high Tomcat or Fatcat unit.
 

Delivery 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

Please remember that import duties, charges & local taxes will also be due on your order when ordering from outside of the UK & European Union - if you are considering importing a unit there is a handy Duty Calculator tool that you can use to get an estimate on the total cost of importing a Hicat® unit.


Order Acknowledgement

Once you've made submitted your order you'll receive an email acknowledgement - 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

After we’ve reviewed your order you'll receive an email confirmation, which will include a diagram of your unit & confirm your specification with pricing, bespoke requests & delivery supplement where applicable together with your preferred payment request - this is normally within 1 working day of submitting your order.
 

Shop Purchases

Catapilla™, Scraaatch™ & Cat Wall™ made-to-order items along with stock & accessories are available to purchase online - UK delivery is added at checkout based on item weight & priced using Royal Mail services for smaller item & courier rates for made-to-order or Stock Items.

 

Payment

Payment for orders & online shop purchases are made by credit/debit card at our store checkout - if you are based in the UK you also have the option of payment by bank transfer.

 

Credit & Debit Card Payments

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

Apple Pay

If you are making payment on an Apple device Apply Pay will be the default payment method but you do have the option of selecting an alternative credit/debit card at checkout.
 

PayPal

We can also accept PayPal as an option to our Stripe card payment checkout however, we will need to apply a 2% fee to the price of your order to cover the additional administration & PayPal charges.
 

Bank Transfers

Bank transfer is available as a payment option for UK customers & our bank details will be confirmed on your order page along with a payment reference.
 

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 customer otherwise we can't proceed with the order.


Payment Receipt

After making an online purchase or payment against an order you'll receive an email receipt, which summarises your purchase & contains a link to our installation page.


Payment Problems

From time-to-time we do get a customer who has had their card payment declined when trying to make an online purchase - this is normally down to the card issuer intervening because the purchase is an international payment so a quick call to them by the card holder will sort out the problem.

 

Delivery

Delivery to the UK is included in our pricing & is normally within 15 working days from payment - Advanced Orders are fulfilled within 10 weeks, online made-to-order purchases within 15 working days, stock & accessories are despatched within 2 working days.

 

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 dispatched on a next working day service - we will email tracking details after your order has been dispatched.
 

Deliveries To Europe & Beyond

These are fulfilled using a door-to-door courier on a 2-6 working day service & again we will send a tracking number after your order has been despatched.


Online Purchases

Scraaatch™, Catapilla™ & Cat Wall™ made-to-order purchases are usually despatched within 15 working days with stock & accessories despatched within 2 working days.
 

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 please check that your unit is in perfect condition & complete before signing for your delivery - in the unlikely event that damage has occurred in transit or items are missing please note this before signing.

If you are unable to unpack & check your delivery while the driver waits please sign for the delivery as "unchecked".
 

Not Signing For Your Hicat®

The courier may offer you the option to leave your order in a safe without signing for it but we strongly advise against this - if your order is damaged or incomplete we will be unable to compensate you, which is why we specifically advise you to check & sign for your delivery.

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.

 

Returns

Hicat® climbers are made-to-measure 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.

 

Stock & Accessories

We can accept returns for stock & accessory items within 30 days from delivery - return postage must be paid by the sender & products should be returned in the original packaging in an unused condition.
 

Scraaatch™, Catapilla™ & Cat Wall™

We can also accept returns for these made-to-order items within 30 days from delivery - custom or bespoke products can not normally be returned, however we will look at this on an item-by-item basis to see if we can take the order back as stock.


Refunds

Once your return has been checked we will issue a refund - this will be made back to the payment method used to make your purchase & is normally complete within 5 working days.

Warranty

If in the unlikely event that your product has defects or suffers from poor workmanship your order will be replaced ASAP at our cost.

Defects do not include irregularities in the materials used such as knots, weave debris & pattern, finish or colour - these factors are out of our control.

 

Installation

Hicat® units come complete with an Install pack containing bits, fixings & tools so all you will need to install your floor-to-ceiling Hicat® is a stepladder, pencil & drill - we have a complete set of online install & assembly instructions for all of our products below.

 

Before The Fun Starts

We do our best to give our units a final clean before they leave us but after unpacking your Hicat® please give the unit a good vacuum inside & out to remove any loose fibres that may have been missed - the same applies to Catapilla™ & also best to give Cat Wall™ panels a quick once over.

Hicat® Installation

Please use the following step-by-step guides to install our floor-to-ceiling, wall mounted & freestanding units.

Polecat
Tomcat & Fatcat
Wall Mounted Polecat 
Wall Mounted Tomcat & Fatcat
Freestanding 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 filling podium units with dry sand to prevent them toppling -10kg for a standard height Bobcat is about right but this can be increased up to 20kg for taller units.

The chamber plug is not easy to remove so please bear this in mind before fitting it & using fire or play sand is best as this won’t clump when filling - builders & silica sand (aka silver sand) is easy to shop for but will probably be damp & need to be completely dried out before use.

Scraaatch™ Assembly

Pipe, Stand Pipe & Stool can be assembled by hand & need to be filled with dry sand to act as ballast - we recommend using fire or play sand as this will be completely free of moisture & won’t clump when funnelled into the unit.

Silica sand (aka silver sand) is easy to find at your local pet shop or garden centre but will probably be damp so will need to be completely dried out before use - heating the sand on a baking dish in the oven for a while is a good way of doing this if you are in rush instead of laying the sand our on plastic sheet & wait a day or two for it to dry out.

Pipe should be completely filled with 8kg of sand, Stand Pipe half filled with 4kg of sand & the legs on Stool can be filled if the unit moves whilst being scratched - Wall Pipe doesn’t need ballast but you will need a drill & medium sized cross headed screwdriver to install these units.

To install Wall Pipe start by assembling the unit with wall brackets attached, orientated inwards under the Pipe body - brackets locate over the end cap connectors & need to be rotated so that they will be flush to the wall when installed.

Hold the Wall Pipe against the wall & mark-up the bracket positions making sure you scribe marks on both sides & the end of the brackets - disassemble the unit & use the brackets to mark-up the fixing hole positions on the wall.

Drill fixing holes at least 50mm deep & install the wall plugs - fix brackets with screw cups between screw head & bracket then reassemble the Pipe. 

Catapilla™ Assembly

Units come complete with fixings & tools to assemble units.

To assemble a stacked unit start by placing the Base upside down on top of a Body & insert the nut into the connector inside the Body - attach the Base with a bolt plus washer through the Base into the Body.

Connect Body units together using a long bolt & nut - connectors are universal so fixings can be installed inside either end of the Body units & either way up is fine.

Connect the Lid using the short bolt - screw the bolt through the top connector inside the the Body & attach the lid.

Feet should be fixed into the 6 pre-drilled pilot marks that are set-out equi-distance around the end caps of the units.

Cat Wall™ Installation

Tiles come with install packs that contain fixings & bits - you will need a drill, medium size cross headed screwdriver, spirit level & steel tape measure to install your Cat Wall™ noting that if you don’t have a spirit level there is a work around using just a tape measure.

Please visit our install page for instructions on installing your Cat Wall™.

Safety First

It's important that you read the installation paying careful attention to the safety notes & make sure that your Hicat® is correctly installed & 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 - if their go to laser pointer, wand teaser or just some string don’t get them rocketing on, off & around your Hicat® you may want to think about ordering one of our Hicatch Velcro® toys as an option or get your hands on one of our Stick Thingys.
 

Supervision

We've made recommendations on how to setup your Hicat® in the Buying Guide section but please make sure your cat is comfortable using the higher Access Holes on our units before leaving them unsupervised.
 

Monthly Inspections

Just to be on the safe side we would suggest giving your Hicat® a quick once over from time to time to make sure that the unit is secure & stable.
 

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 & are stain resistant - soiling can be treated as per our coir finish but scrubbing can be more vigorous & cleaning products, including diluted bleach, 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.