The Basics

We want to make ordering your Hicat® as simple 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 section 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 a good move as it contains lots of tips & advice on specificying your Hicat® - you may also want to refer to our FAQs section if you can't find what you're looking for in the Customer Notes section. 

Order Your Hicat®

Hicat® products are bespoke & made-to-order using the forms at the bottom of the product pages - standard weekday delivery to the UK is included 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.

Bespoke Options

As well as ordering a floor-to-ceiling unit you also have the opportunity to customise your order 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 requirements. 

Stock Items

We normally have special stock items available to purchase online for UK & EU customers so please check our Stock Items page.


Toys, cushions & spare darts are all available to purchase from the Accessories Shop for UK & EU customers but if you need install spares for your Hicat® please get in touch & we'll be happy to send these out free of charge.

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.

Customer Discounts

We offer a discount for Hicat® returning customers so please get in touch before making a purchase - 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.

We also offer a 10% discount if making a purchase as a 10 week Advanced Order.  


Delivery to the UK is included in our pricing & is normally within 15 working days from receipt of payment - Advanced Orders are fulfilled within 10 weeks & online purchases normally despatched within 48 hours

European Union Delivery

Delivery to most EU countries is £60-£90 in addition to the UK pricing for a 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 delivery supplement can be high if you don't live near a major city - typically the shipping cost is between £160-£220 in addition to the UK pricing for an average height Tomcat or Fatcat unit.

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

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 Duty Calculator tool that you can use to get an estimate on the total cost of importing a Hicat® unit.

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.


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


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°.

Cat Wall™

Our most recent product design is a creature feature wall & we've named it, not surprisingly, Cat Wall™ - it's made up of a modular tile system with integrated shelves & has been specifically designed for homes with limited floor space. 


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.

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.

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. 



Hicat® products are bespoke & made-to-order using the forms at the bottom of the product pages - standard weekday delivery to the UK is included 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. 


Advanced Orders

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 10% 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 - you can select this option at checkout when making your purchase.

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.

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.

Unfortunately our couriers impose surcharges for what the refer to as remote UK addresses such as non-mainland & Scottish Highlands so any additional charges will be confirmed after receiving your order - if you would like to cancel your order at this stage we will refund your payment.

Order & Purchase Acknowledgement

Once you've made an online purchase or submitted an 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 Form 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, any special request, Makers Notes & delivery supplement pricing where applicable together with your preferred payment request - this is normally within 1 working day of submitting your order.

Online Purchases

Purchases made online for Stock Items & Accessories are against inventory held in stock so is normally despatched within 48 hours of making the purchase - delivery to the UK & EU destinations is calculated at checkout.

Problems Ordering

From time-to-time we do get a customer who can't complete a payment online - this is usually down internet browser compatibility, security settings, card processing problems so rather than bang your head against the wall trying to work out what's wrong get in touch & we will do our best to get things sorted. 



Full payment is made in advance at checkout either by credit/debit card or bank transfer as an option if based in the UK - shop purchases are made online using the the shopping cart checkout.


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 - this is the most stringent level of certification available in the payments industry. 


We can also accept PayPal as an option to our Stripe card payment checkout however, we will need to apply a 2-3% 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

When we’ve received you payment we will send you an email with invoice attached & despatch time along with some helpful links on installation notes.

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 - return postage must be paid by the sender & products should be returned in the original packaging in an unused condition.



Delivery to the UK is included in our pricing & is normally within 15 working days from receipt of payment - Advanced Orders are fulfilled within 10 weeks & online purchases normally despatched within 48 hours.



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 excluding the Scottish Highlands, which is normally dispatched on a next working day service - we will email tracking details after your order has been dispatched.

Online Purchases

Stock Items are delivered using a courier service & Accessories posted using a Royal Mail First & Second Class service.

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.

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 purrfect (sorry) 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 e.g. dent on left side of unit, install pack missing, only one pad cushion included.

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. 



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.


Install Instructions

You can download install instructions on our PDF Downloads page before your unit arrives or review step-by-step instructions online for our floor-to-ceiling or wall mounted units.

Polecat Install
Tomcat & Fatcat Install
Wall Mounted Polecat 
Wall Mounted Tomcat & 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 installation instructions 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. 



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 or get your hands on one of our Thingys.


We've made some suggestions on Hicat® combinations & shelf options in the Buying Guide section 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) & 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.


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.


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 natural materials used such as knots or weave patterns in coir carpet finish & colour - these factors are out of our control.


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.