Question 1

How do I cancel my order?

Accepted Answer

After you place your order, you have 24 hours in which to cancel your order for a full refund. Our enclosures are made to order. This means that we custom fabricate each component especially for you. This also means that any attempt to cancel an order after we have started the process of making your order results in a very large cost to Habitat Haven. Due to this, there is a minimum cancellation fee equal to 10% of the order value for standard catalog items and a maximum of 50% based on how much time has elapsed since your order was placed, or based on how far along in the fabrication process your order is.

If your order includes, but not limited to, modified enclosures, custom configurations, and special-order items, all sales are final and cancellations are not allowed.

Please submit a cancelation request by completing the form HERE. You can also contact our customer service team via email at help@HabitatHaven.com or via phone at 866-484-0644. Please include your order number and the reason for cancellation in your message.

Orders can only be canceled before they have been dispatched. If your order has already been shipped, please refer to our return policy for further instructions.

Question 2

How do I track my order?

Accepted Answer

Once your order has been shipped, you will receive a confirmation email with your order details. This email will include tracking information.

Click on the tracking link to view the shipping details.

Tracking information may not be immediately available upon receipt of this email. It can take up to 48 hours for the number to become active in our system. If you don't see any updates right away, please be patient and check back later.

Please note: If your order shipped via freight carrier, the tracking may appear different from what you are used to receiving with carriers like FedEx or UPS. If you have any questions or need any clarification, please do not hesitate to reach out to our team via email at help@HabitatHaven.com or via phone at 866-484-0644.

Question 3

What is a 'Catio'?

Accepted Answer

A ‘Catio’ is simply another term for an outdoor enclosure for cats. It was coined in a New York Times article about Habitat Haven enclosures in 2003. That is why Habitat Haven is known as the "original catio!"

A Catio can be an enclosure around your patio, on the patio or away from the house as long as it is a safe place for your cats to roam outside. It can come in many different sizes and shapes. The term applies to an enclosure but also includes tunnels, stairs and bridges that can add interest to a Catio. Cat’s enjoy being up high, so Catios placed in a tree or along a fence are ideal for them.

Question 4

Do you have any discounts available?

Accepted Answer

All Habitat Haven enclosures are fabricated by hand and made to order in Lapeer, Michigan. This means every catio, tunnel, tower, or awning is made just for you when you order it!

Our pricing model is not one where we hold sales or offer discounts periodically and keep inflated pricing in the interim. We always offer the best possible pricing available. We do not have pre-built or pre-packaged items sitting on shelves that we are looking to move quickly out the door. So, we simply try to make the highest quality, American-fabricated products for pets at the best possible value to our customers at all times. That way you can rest assured that you are always receiving the most favorable pricing available to you!

Because of this, it is extremely rare that we offer discounts or run sale promotions.

Question 5

How do I make a return?

Accepted Answer

Returns must be initiated within 30 days of receiving your order. Items must be unused and in the original packaging. Please note, the majority of Habitat Haven catios are shipped via freight service on a wooden pallet which can make returns particularly difficult, and we recommend reading our full return policy before purchasing:

https://habitathaven.com/pages/return-policy

Return by mail

Submit a return request by completing the form located HERE. You may also reach out to our customer support team via email at help@HabitatHaven.com or via phone at 866-484-0644 to initiate the return process with your order number and details about the item(s) you wish to return.

Note: Due to the costly expense of shipping large items, all original outbound and return shipping costs are the responsibility of the purchaser.

Refund process

Upon receiving the returned item(s), we will inspect it to ensure it meets our return policy criteria. If the return is approved, a refund will be processed to the original payment method in line with our return policy.

Non-Returnable items

Certain items may not be eligible for return due to hygiene, final sale, or other reasons. This includes hammocks that have been used, special order items, final sale/close-out items, custom items, and any other item(s) marked accordingly on the website.

Question 6

What is your shipping policy?

Accepted Answer

Shipping to the USA

All of our Pre-Designed Catio kits ship free! In addition, any order over $999+ qualifies for free shipping as well. Our free shipping promotion is offered to shipping addresses in the continental United States ONLY.

Shipping addresses in Hawaii, Alaska, or other US Territories should contact us by phone or email for significantly discounted shipping rates on items that qualify for free shipping to the continental USA.

For additional questions about our shipping policy, please contact us at help@HabitatHaven.com

Shipping to the Canada, United Kingdon, Europe, and Beyond

Habitat Haven is located in Michigan, USA. But, that doesn't mean we can't help you if you reside outside the United States! We ship to countries outside the USA on a regular basis and we can help!

We do not accept online orders for shipping to countries outside the USA as shipping to other countries is a very complex and difficult process to quote properly without detailed information about your order and location. Not to worry! We are happy to help you by phone or email instead for subsidized shipping rates. Please contact us for assistance!

Extra time is required for paperwork and packing to ship across country borders. For backorders or other unforeseen issues, there may be a delay in order shipping time.

For additional questions about our international shipping policy, please contact us at help@HabitatHaven.com

Question 7

How much does custom planning and design assistance cost?

Accepted Answer

Planning and design is FREE! We provide complimentary planning and design assistance. This means that there is no additional charge to you for working directly with one of our planning engineers.

To get started, feel free to provide the details of your dream catio by submitting our Custom Design Assistance form HERE and one of our planning engineers will be touch!

Question 8

Do you offer discounts for rescues and shelters?

Accepted Answer

We are happy to offer a discount for registered 501c3 rescues and shelters! Please contact us for more information!

Question 9

How will my order be shipped?

Accepted Answer

Freight Shipments

Due to the size and weight of our catios, the majority of them are shipped via freight service on a wooden pallet. Shipments are partially assembled and 'flat packed' with protective packing to ensure your enclosure arrives in great condition.

Best Practices for Receiving your Freight

While 99% of our deliveries go off without a hitch, we always provide some best practices to our customers for any freight shipment!

Take photos at the time of delivery, before unpacking the pallet - this provides documentation of how the pallet arrived, should you find anything is damaged or missing.
Carefully inspect your freight BEFORE you accept the delivery / sign any paperwork, or before the driver leaves if no paperwork is provided.
Note down any damage whatsoever to the pallet! If you believe anything was damaged in transit please mark and photograph the delivery paperwork as "accepted with damage" to ensure we can quickly file a claim and replace any pieces that may have been impacted!
Never refuse a freight delivery! Doing so will significantly impact the time for receiving replacement items in the event of damage or loss.

PLEASE NOTE IN THE EVENT OF DAMAGE: In the event the driver does not offer paperwork with the delivery, please make sure to request it so you can sign for the delivery and notate your “acceptance with damage,” if applicable. Don’t forget to photograph the paperwork.

We book all freight shipments with a standard delivery service that includes delivery with a liftgate so that the driver can unload the pallet right in your driveway. Before the pallet is delivered, the freight carrier should call you to set up a delivery window at a day and time of your convenience.

Additional supplementary services are not provided unless purchased. These options are not included with our standard freight delivery services. Make sure you have purchased what you need before the freight leaves our workshop, otherwise, you may incur additional charges from the carrier. Some common extra services our customers consider are below.

Small Truck Delivery / Limited Access: Our standard freight shipping service does not cover limited access areas (such as narrow or single-lane roads or low overhead clearance, for example). If the delivery area, typically at the end of the driveway) cannot accommodate a semi or truck that is over 26 feet in length, please let us know ASAP so that we can explore and arrange alternative last-mile delivery or terminal pick-up options for you! Additional shipping fees may apply.
Inside Delivery: All freight shipments are booked with "curbside delivery" which includes liftgate service to get the shipment out of the truck and delivered to the end of your driveway. While many delivery drivers are happy to place the pallet up the driveway or in the garage (assuming there are no obstacles!), this service is technically not included. If you need delivery any further than curbside delivery (into a garage, apartment, condo, hi-rise, etc.) this must be purchased from the carrier!
Terminal Pickup: if you cannot accept a semi-truck at your location OR are looking to save money on your shipment by picking up your freight at a local freight terminal? Save up to $150 by coordinating a pickup at the terminal before your shipment is delivered!

Question 10

Can I relocate the catio/take it with me if I move?

Accepted Answer

It is possible to partially disassemble your catio to move it to a new location! When we fabricate the catio enclosure for shipping, it will arrive partially assembled. In order to take the catio down to be moved, you will essentially follow the installation instructions in reverse to break down the catio into easy-to-move pieces.

Question 11

Do you offer any warranty on the catios or other products?

Accepted Answer

We offer several warranties that are designed to make sure you get the most from your Habitat Haven purchase:

We offer a 5-year warranty for all metal parts against manufacturing defects (failure due to rust, failure due to defect, etc.)
Since our high-quality cedar used with our shelving, platforms and flooring is untreated (treated wood can be toxic to pets), no specific warranty is provided. However, even untreated, it is expected that you will get many years of no-maintenance enjoyment from the cedar wood prior to the need to replace it. It is naturally resistant to rot, insects, and mold.
We also offer a special mother nature discount warranty which provides a discount program for replacement parts for as long as you have the system in use if it is damaged by wind, falling tree, fire, etc.- We also make ourselves available for the life of the system to help with any planning, repair, replacement, installation, or performance issues you may have with the system regardless of the cause. This includes working through any issue to make sure the system performs consistently with its intended use.

Question 12

Do you offer refunds or exchanges?

Accepted Answer

At this time, we can accept returns for a refund on some items, in accordance with our standard Return Policy: https://habitathaven.com/pages/return-policy

Please note, custom items are not eligible for return.

This policy is due to the nature of our products, which are made to order and fabricated by hand in our Michigan facility.

We are unable to offer exchanges at this time. If you need to exchange an eligible item, we would simply process a return of the item you'd like to exchange and ask that you place a new order for the desired item.

Our team is always happy to help in any situation - so if you have questions about your order, the products you received, or anything else, please contact us via email at help@HabitatHaven.com or via phone at 866-484-0644. We will review the situation and work with you on a suitable solution.

Question 13

When can I expect my order to ship?

Accepted Answer

Every Habitat Haven catio and component (such as tunnels, stairs, towers, etc.) is fabricated by hand in our workshop in Lapeer, Michigan, and built to order just for you! Because of this, we need some time to build your order.

Lead times vary depending on the time of the year and order volume at any given time. You can find estimated dates for delivery shown at the top of the page for any given item to give you a better idea of when to expect your order to arrive.

Question 14

How much maintenance is required?

Accepted Answer

All Habitat Haven catios are fabricated using sturdy wire mesh panels that are made of galvanized steel and powder coated for added durability and longevity for use outdoors. Shelf bracket hardware and door frames are also made of galvanized steel with a powder coated finish.

There is virtually no regular maintenance required for your enclosure! However, checking over the enclosure once or twice a year can certainly help increase the longevity of your catio. Here are some tips we recommend:

Remove any debris that may be in or around the catio. Things like leaves can retain moisture and if left up against the catio, they may cause premature rust if the water is able to penetrate under the powder coating (through small scratches/scrapes, for example).
Check over the door hinges and latch and make sure they are in working order. Clear any debris from the hinges and latch if any is present. If the hinges are "sticky" you can apply some lanolin-based lubricant (such as Fluid Film). If the latch is "sticky" it is recommended to use spray graphite only (do not use oil-based lubricant on the latch). You can also check all screws to make sure they are still tight.
Inspect the wire mesh panels for any scratches/scrapes in the powder coating that may have exposed the galvanized steel below. If any rust is apparent, sand it away and then use the Touch-Up Paint that was included with the catio to re-seal any scratches/scrapes.
Check over the cedar boards for splits/cracks. Replace as needed.
If desired, any canvas items (awning or hammocks) can be removed and cleaned. If dry, you can use a soft-bristled brush to scrub any dirt/debris that is stuck to the canvas. For tougher stains, it is recommended to use lukewarm soapy water (do not use laundry detergent which can strip the layer of water-resistant coating) and gently scrub any stains out. Rinse with cold water, and allow to air dry.

If you live in a region that experiences heavy snowfall through the winter, it is recommended to remove awnings or monitor snow accumulation. If too much snow piles up on top of the enclosure, the weight can cause damage to the catio.

Question 15

What are your current lead times?

Accepted Answer

Every Habitat Haven catio and component (such as tunnels, stairs, towers, etc.) is fabricated by hand in our workshop in Lapeer, Michigan, and built to order just for you! Because of this, we need some time to build your order.

Lead times vary depending on the time of the year and order volume at any given time. You can find estimated dates for delivery shown at the top of the page for any given item to give you a better idea of when to expect your order to arrive.

Question 16

What is the gauge of the wire?

Accepted Answer

The wire mesh panels we use to construct our enclosures are custom-designed for use with cats and small dogs in mind. The 2" x 2" grid pattern is selected to offer the least obstructed views while still providing a safe environment for your cats to enjoy. We do not rely on the notation of "gauge" for our products. This is due to every wire manufacturer/application having varying standards for sizing. However, we can provide you dimensions of our wire strands.The wire strands on our panels have a diameter of about 3.3mm (0.130") before coating and 3.5mm (0.138") after powder coating.

Question 17

How much does shipping cost?

Accepted Answer

We offer free shipping within the 48 contiguous United States with the purchase of any Pre-Designed Catio or on any order over $999. If you are outside of the 48 contiguous United States, please contact us for shipping rates!

Question 18

Can I purchase something custom-sized if the size I need is not listed on the website?

Accepted Answer

Of course! Our team of planning engineers is available Mon-Fri between 9am-5pm ET to assist with any custom design services! Contact Us today for assistance!

Question 19

Do you ship to Canada?

Accepted Answer

We certainly ship to Canada and do so frequently! We offer a special shipping program for Canadian customers where we subsidize shipping costs so that you only pay a fraction of the shipping charge. Please contact us today for shipping rates!

Question 20

Can I add onto or expand my catio in the future?

Accepted Answer

The great thing about Habitat Haven catios is that they are modular by design! This makes it easy to expand or add on to your existing catio as you see fit. All of our catios and catio components are fabricated from the same wire mesh materials to make additions simple.

Question 21

Am I able to pick up my order?

Accepted Answer

Our facility is located in Lapeer, Michigan so if you are local to the area, you are more than welcome to pick up the order! Keep in mind that our workshop is not open to the public, so if you'd like to pick up your order, please let us know as soon as possible so that we can schedule an appointment during business hours.

Question 22

How does a Window Catio or 3-Sided Catio attach to a building?

Accepted Answer

3-Sided Catios, Window Catio Enclosures, and Towers all require attachment to a wall for necessary support. These types of enclosures are fabricated with one side left nearly completely open aside from a 6" wide strip of mesh that is used for attachment to the wall. As part of the installation process, this 6" wide strip is folded "in" and should rest flush against the wall.

For example, when planning the size of a window enclosure, it is generally recommended that the Length and Height of the enclosure be at least 12" longer and higher than the dimensions of the window itself (including any frame or sill). This provides a 6" wide buffer around all 4 sides of the window:

While this example is specific to a window enclosure, the same concept applies to 3-Sided Catios and Towers (if they are going to sit over a window, pet door, or any other obstacle on the house/structure).

Once in place at the desired location, fasteners are secured through that strip of mesh to "pinch" it tight to the house and secure the catio in place. We recommend a fastener in each corner, then spaced evenly along the sides. We recommend a fastener approximately every 2 feet, but they can certainly be spaced closer together if needed.

The type of fastener required will be dependent on the type of wall you are attaching to. These types of catios all include a Component Mounting Hardware Kit which includes fender washers and both wood screws and masonry screws. Masonry screws are recommended for concrete block or brick walls (pro tip: Align fasteners with a mortar joint to prevent long-term damage to the bricks themselves) and wood screws are recommended for other wall types that have a wooden inner structure (below the siding). Pair a fastener with a fender washer and secure it through the 6" strip of mesh at a point of intersection. This will ensure the washer grabs the wire mesh well to secure it in place.

After all the screws are secured, you may consider sealing them with an outdoor-rated silicone caulk to prevent water from seeping in.

Question 23

What is included in my catio order?

Accepted Answer

All catio purchases include the catio itself as well as various hardware and tools required for assembly/installation.

Depending on the specific items in your order (components, accessories, etc.), we may include the following items with your order at no additional charge:

3-Prong Application Clips and Application Clip Pliers (included with every catio)
Bottle of Touch-Up Paint (included with every catio)
Heavy-Duty Wire Cutters and Metal File (included automatically if something in your order requires an access point to be cut into the catio)
Component Mounting Hardware Kit (included with Window Catios, 3-Sided Catios, and Towers)
Secure Surface Clips (included with shelving)
Corner Protectors & Heavy-Duty Zip Ties (included with awnings)

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