FAQs
Welcome to our FAQ. We are very happy to count you among our customers. We have tried to answer the most common questions.
Product Information
Below you will find the most frequently asked questions regarding the solution in general.
Which guardrails are compatible with your system?
The solution is compatible with flat and rounded surfaces.
The flat railings must have a depth of 4cm to 10cm. Beyond this depth, the deterrent capabilities are less important but may be sufficient depending on the nature of your cat.
Rounded guardrails use a strapping of the guardrail and must be perforated to allow the clamp to pass through. The diameter of the guardrail can range from 22mm to 75mm.
Do you make tailor-made offers?
Our kits are designed to fit different balcony sizes and meet the needs of most of our customers. For specific needs, we are ready to analyze your environment and offer a customized solution that will meet your unique requirements.
Do you have other rope colors?
We limit ourselves to the green/red rope because it is the one that best suits the cat's vision and fits best into the surrounding landscape.
The type of rope used is marine and qualitative, we are not able to offer several colors more neutral than green/red
Is the system 100% reliable?
Our innovative system aims to deter cats from jumping, but it is important to remember that each cat has its own personality and its behavior may vary. Feedback from our customers shows that some cats respond better to obstacle refusal than others. We are nevertheless proud to note that only 5% of reviews since launch have been negative, highlighting the effectiveness of our system despite the unique personality of each cat.
Do you do on-site installations?
Our system is designed for simple installation, without the need for a professional. We provide a detailed guide and videos to accompany you step by step. Installation takes approximately 45 minutes for a 3 meter balcony and up to 2 hours for a 15 meter balcony. With our clear instructions and online support, you will be able to install the system easily and safely at home.
We can consider providing a service in the Paris region for people with disabilities. Any request will be evaluated.
How long has your product been around?
Our solutions have been on the market since March 2020
Orders
Here are some of the most frequently asked questions regarding orders
How long does it take to receive my order?
It takes 3 working days to process the order and between 2 and 3 days for delivery in normal times.
Do you ship internationally?
Yes we ship internationally. No taxes on shipping to Europe. Outside Europe, taxes will be paid by the buyer (Ex: Switzerland, US, Great Britain, etc.)
I haven't received my order, what should I do?
We will send you a tracking number as soon as your order is prepared. We invite you to check your inbox and your spam folder if you have not received this number. If after checking you find that the product was shipped but never arrived, please contact us via email or live chat so we can resolve the issue quickly
Can we return the product?
The Catsafe solution is specifically designed to fit your environment and must be evaluated after installation. Given that once installed, our products cannot be reused, we cannot accept returns of products already installed. However, if you discover an incompatibility upon receipt (eg: an incompatible rounded guardrail), or you simply wish to withdraw, we will take the product back without hesitation. If there is a missing or defective part, contact us immediately so we can send you a replacement part. Please note that return costs remain your responsibility and that our refund policy is valid up to 14 days after receipt, unless specifically agreed in advance.
Do you have payment facilities?
We offer the following payment methods:
- By standard credit card
- By Paypal with payment option In several installments: 4 x with Paypal (subject to Paypal conditions)
- In 3 installments without fees with Klarna