We know how frustrating this situation can be. Return shipping for damaged or defective items is free — just pick your preferred resolution:

Replacement parts (e.g. scratching post)
A replacement item
A refund
To get started:

1) Contact us
2) Give us order link of you purchased
3) Take the picture of Damaged or defective area

We’ll deliver that new part to you ASAP. Be sure to complete this process within 30 days of the delivery date.

We apologize for your less than perfect experience.