Q & A
Free Delivery on all orders over £15.00 - Items Dispatched next day and should arrive within four working days.
We’re experiencing exceptionally high demand at the moment. Because of this, we cannot currently offer express delivery. Our regular courier deliveries are experiencing delays of up to 7 days. Please also be aware that your order may arrive in separate courier deliveries.
Expecting a courier delivery?
Due to high demand, we are experiencing delays in delivery and customer service response times. If your order has been dispatched from our warehouse, you will have received a tracking number from one of our courier ( Hermes ) and you will be able to track your order on their website.
Will I need to sign for my order?
All orders must be signed for unless you state in the special instructions that you want your delivery left in a safe place at the delivery address.
I have a query regarding my delivery?
If you have any queries regarding your delivery please email us at email@example.com
If we cannot deliver your order within the specified time period we will make every attempt to contact you and provide an expected delivery time.
Happy Pet Guarantee - Free Returns & Refund Policy - Cat Out Of Glass
We are confident that you will love your product which is why we have created our Happy Pet Guarantee - Our policy lasts 30 days.
If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
All new Cat flaps/ Pet doors products in our store, carry a 3-year warranty. This warranty lies with the manufacturer of the cat flap. please remember to fill in the official warranty that comes with your product- just in case.
To be eligible for our 30 day return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we may require proof of purchase.
Contact us at firstname.lastname@example.org before making a return for further instructions on packing and shipping.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 working days.
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org
Do not return any item until you have contact customer support.
Cat Out Of Glass, 50 Fernwood Rise, Brighton, East Sussex, BN1 5EP,
The warranty lies with the manufacturer of the cat flap.
All new Cat flaps/ Pet doors products carry a 3-year warranty. please remember to fill in the official warranty that comes with your product- just in case.
The glass mounting adapter is compulsory for fitting a Sureflap to any glass surface -without the adapter the cat flap will simply not fit into glass
All SureFlap products use a passive learning technique. When you select the learn mode on one of our products, the door unlocks or the lid opens. The next time your pet goes through the door or feeds from their bowl, the product reads the microchip and its unique ID number is stored in the memory permanently. Your pet will now be recognised by the product whenever they next approach it. (Note: it is possible to wipe the memory to remove a pet if necessary. This procedure will remove all pets from the memory.)
Using this learn mode you don't have to force an uncooperative pet to do anything they normally wouldn't. Just leave the product in learn mode and let them do the rest. Simply repeat this process with multiple pets.
Many cats will quickly work out how to use a cat flap, but some may need a bit more encouragement. Never be tempted to physically pick up your cat and put them through the cat flap as they may find this stressful or unpleasant and then form a negative association with the cat flap.
Before you introduce your cat to the cat flap it’s important to make sure that your cat is settled into your home and has been introduced to the outside. It’s also a good idea to make sure the garden or outside space is safe and appealing for your cat by providing them with lots of places to explore, hide, or get up high.
If your cat is a little reluctant to use the cat flap but is generally confident and friendly, you can try the following steps:
Start by fixing the cat flap in an ‘open’ position using a clothes peg or something similar that can be clipped to the side of the cat flap to wedge it open. If you have a microchip cat flap you will need to programme it before your cat can use it.
Next, stand by the cat flap and encourage your cat to come to you and offer them one of their favourite treats. Place a few of their treats on the floor, directly in front of the cat flap. Do this a few times and once your cat is readily eating the treats you can then place a few on the bottom edge of the cat flap itself. Again, repeat this several times.
Once your cat seems comfortable, move outside leaving your cat indoors. Once you’re outside, place treats on the floor near to the outside of the cat flap, as well as a few more on the bottom edge of the cat flap as before.
As you sit outside, gently call your cat in an encouraging way. Make sure you sit slightly away from the cat flap so that you’re not blocking your cat’s view of the outside through the cat flap.
If your cat comes through the cat flap out in to the garden, reward them with another treat.
Once your cat is outside, reverse the process by sitting inside the house and gently calling them to come to you through the cat flap.
If your cat is shy or nervous, they may want to get used to the cat flap in their own time. In this case, simply leave the cat flap wedged open as above and let your cat explore/use it when they are ready. If you are worried about unwanted cats coming in to the house if the flap is left open, you may want to avoid using treats and keep a close eye on the cat flap area to make sure other cats aren’t trying to enter.
Once your cat is going in and out through the cat flap comfortably, you can remove the peg so that the cat flap is back in the closed position.
Absolutely! We are here to help you make your home beautiful! Please send us an email here and we will be happy to assist you in any way we can.
We do receive a large number of emails, If you wish to get a prompt response please attach your order number and address the problem clearly, thanks.