Welcome to Wellness Sales’ FAQ section! We’ve compiled answers to the most common questions about our feline-focused products and services. If you don’t find what you’re looking for, our cat-loving customer service team is always ready to help at [email protected].

About Our Products

1. What types of cat products do you specialize in?
We offer a carefully curated selection of premium cat products including nutritional food (grain-free, hairball control, kitten formulas), innovative feeding solutions (elevated bowls, lick mats, can covers), hydration products (fountains, waterers), and eco-friendly accessories (cardboard cat houses, hanging scratchers). Our menu is designed for cat parents who prioritize their feline’s wellness at every life stage.
2. Are your products suitable for kittens?
Absolutely! We have a dedicated Kitten category with specially formulated food and age-appropriate accessories. Look for products marked “Kitten” in our menu to ensure you’re getting items tailored to your growing feline’s needs.
3. Do you offer grain-free options?
Yes! We understand the importance of dietary preferences and needs. Our Grain-Free category features various food options that exclude grains while providing complete nutrition for your cat.

Ordering & Account

4. How do I create an account?
During checkout, you’ll have the option to create an account by providing your email address and creating a password. Having an account lets you track orders, save preferences, and makes future purchases faster.
5. What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, JCB) and PayPal for secure, convenient checkout. All payments are processed through encrypted channels for your protection.
6. Can I modify or cancel my order after placing it?
We process orders quickly to get your feline essentials to you ASAP! If you need to modify or cancel, please email us at [email protected] immediately with your order number. We’ll do our best to accommodate your request if your order hasn’t entered the packing stage.

Shipping & Delivery

7. What are my shipping options?
We offer two thoughtful shipping choices:
– Standard Shipping ($12.95): Faster delivery via DHL/FedEx (10-15 days after dispatch)
– Free Shipping: Economical EMS delivery (15-25 days after dispatch) for orders over $50
Both options include tracking so you can follow your package’s journey to your doorstep.
8. How long does order processing take?
Our cat-loving team carefully picks and packs each order with eco-friendly materials within 1-2 business days. You’ll receive a dispatch notification with tracking information once your order leaves our Oakland warehouse.
9. Do you ship internationally?
Yes! We ship worldwide (excluding some Asian and remote areas). All international shipments include complete customs documentation. Please note that any import duties or taxes are the responsibility of the recipient.
10. What if my package is delayed or lost?
While rare, delays can happen. First, use your tracking number to check the status. If there’s an unusual delay (beyond our estimated delivery windows) or your package shows as delivered but hasn’t arrived, contact us immediately at [email protected] with your order number and we’ll investigate.

Returns & Exchanges

11. What’s your return policy?
We want you and your cat to be completely satisfied! You may return most unused, unopened items in original condition within 15 days of receipt. Simply email [email protected] to initiate your return. Some restrictions apply to food items for safety reasons.
12. How long do refunds take to process?
Once we receive your return, refunds are processed within 3-5 business days. The time it takes for the credit to appear in your account depends on your payment method and financial institution.
13. What if my product arrives damaged?
We take great care in packaging, but if something arrives damaged, please email photos of the damaged item and packaging to [email protected] within 48 hours of delivery. We’ll arrange for a replacement or refund.

Customer Service

14. How can I contact customer service?
Our cat-loving team is happy to help! Email us at [email protected] for any questions about products, orders, or your feline’s needs. We typically respond within 24 business hours.
15. Where are you located?
Our warehouse and offices are located at 1855 Boring Lane, Oakland, US 94612. While we don’t have a physical retail store, you can shop our full selection online at catessentialssales.com.

Thank you for choosing Wellness Sales for your feline family’s needs. We’re committed to providing purr-fect products and service that keep your cat happy and healthy!