Questions, answered plainly

Packed and dispatched within 1–3 business days, then 7–12 business days in transit to most Australian addresses. Remote and regional postcodes, WA and the NT can take up to 18 business days. Every parcel is tracked and you get the number by email.

Because we keep a short, deliberately chosen range instead of holding hundreds of SKUs in a local warehouse. We publish the real delivery window on every product page rather than promise two days and miss it. If your order hasn't arrived within 18 business days, that's a refund or replacement, your choice.

Measure your cat nose to tail-base while they're lying down, then add 10cm. Beds: the sleeping area should be at least that long. Towers: the top platform should be at least as long as your cat, and the base footprint at least a third of the tower's height for stability.

Some cats take a week to trust moving water. Run it for a day before showing them, keep it away from the food bowl, and don't hover. The pumps in our fountains are rated under 30dB — quieter than a fridge.

Yes. Card, Apple Pay and Google Pay go through Stripe's secure checkout; PayPal is also available. Your card details are handled by the payment provider and never stored on our servers.

The site runs over HTTPS and payments are tokenised by Stripe or PayPal — we receive only a confirmation, the amount and the last four digits of the card. Admin access to orders is password-protected.

30-day returns on unused items, and we cover the return post within Australia. If it's been used and hated, email us anyway — we'd rather know which products don't work.

Not yet. Australia only, all states and territories, $9.95 flat or free over $95.

Two different things, both labelled. A line saying the maker's listing scores a certain figure is their published rating, not ours. Anything shown with stars is a review from a verified Chimo Labs order — written by the buyer, checked by a person before it appears, and shown with their first name or 'Verified buyer'. We don't write reviews, buy them, or publish one we haven't read.

Email [email protected] with your order reference (CL-XXXXXX) and a photo if it's a fault. A person replies within one business day, Monday to Friday Sydney time. Your rights under the Australian Consumer Law apply regardless of anything written here.