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FAQ

To our valued customers: As a result of the COVID-19 pandemic, we are experiencing service disruptions leading to shipping delays. Depending on conditions in your locality, transit times have been varying between 28-45 days. Your patience and understanding is highly appreciated during this challenging time.

1. How long are shipping times?

Please refer to our shipping page for full details. Depending on your country or region, we generally require an estimated 3-5 business days to process most orders before shipping. Please consider any holidays that might impact delivery times. Rest-assured we are doing everything in our power to get your order to you as soon as possible! 

2. I received a tracking notification, why is the number showing as unavailable or not found?

If you just received a tracking notification, be advised that it takes up to 5 days for tracking information to populate and show in the carrier's system. If the allotted time has passed and your tracking information is still unavailable, contact us at info@catsherpa.com and we will be happy to further assist you.

3. I checked my tracking info, why hasn't my package status changed or shown movement for several days?

Tracking status updates occur when your package is scanned by the carrier at each milestone that is reached. Unlike GPS, package tracking systems are unable to provide the real-time live location of your parcel. However, please be assured that all is going according to plan and your order is safely on it's way to you!

4. What's your return policy?

We have a 30 day return policy. Please refer to our Return Policy page for full details. 

      5. Can I cancel my order?

      Orders are cancellable within 24 hours of placement. Please note that due to the nature of the shipping business, delays are often inevitable. All our shipping times are guidelines only and specific time frames are not guaranteed. We therefore are unable to cancel orders or issue refunds for purchases due to shipping delays. Please contact us at info@catsherpa.com for further assistance. 

      6. There's no power adaptor, how do I plug in my CatSherpa™ Fountain?

      As stated in our product description, our fountain is powered by a standard USB cable for global compatibility with all 14 types of electrical sockets found in countries worldwide. Simply plug your fountain into a standard 5 Volt-2.4 Amp (5V-2.4A) or higher USB wall charger plug (**not included**), such as those commonly used to charge mobile phones or tablets. 

      Many customers have expressed interest in a battery operated model. Unfortunately due to the continuous operation of the fountain, the energy generated by batteries sufficiently compact to fit inside the unit would be insufficient to power the 1.5W pump without needing incessant replacement.

      7. Help! My pump isn't working, what can I do?

      If your pump isn't working or is weak, more often than not the adaptor you are using isn't providing enough power and switching to a different will normally resolve the issue. As noted above, please make sure you are using a sufficiently powerful USB adaptor with a minimum 5V-2.4A or higher specification. In addition, please be aware that the small cube-like iPhone USB charger is insufficient to power the pump. Lastly, ensure that your fountain is 2/3 full of water before attempting to plug it in.

      8. How easy is the fountain to clean and how often should I do it?

      The CatSherpa™ Fountain is extremely easy to clean and disassembles quickly in literally seconds! Wash it as you would any other dishware with soap and a sponge. Every now and then a bottle brush works well to clean the stem pipe and pump. 

      We generally recommend that you clean your fountain about every two weeks on average, however specific conditions with your local water chemistry and household conditions may necessitate a more frequent cleaning schedule. A good indication that your fountain may need cleaning and the water needs to be refreshed is when you begin to see persistent bubbles or foam forming on the water surface. 

      9. Is your fountain heated for use outdoors in the winter?

      Our fountain does not have a heating element and is therefore not recommended for use outdoors in inclement weather. 

      Satisfaction Guarantee

      We stand by our products and want to make sure we back that up with a risk-free 30 day money-back guarantee. If you are not pleased with your purchase, please contact us to return your item(s) within 30 days for a full refund!

      Free Shipping Worldwide

      We proudly offer free worldwide shipping! Please allow an estimated 3-5 business days to process most orders before shipping.