Ordering & Customisation

Can I customise my furniture piece?

Absolutely! We welcome customisation requests for size, wood type, finish, and design details. Simply email us at support@pawerah.com with your requirements and any reference images. Our team will work with you to create a piece perfectly tailored to your home and pet.

How do I place a custom order?

Email support@pawerah.com with the following information:

• Product you're interested in
• Desired dimensions (if different from standard)
• Any design modifications
• Reference photos (if applicable)

Our team will respond within 24-48 hours with a quote and timeline.

What wood types are available?

We work with various natural solid woods. Contact us to discuss which wood type best suits your aesthetic preferences and functional needs.

Do all products come with cushions?

Yes, each order includes one complimentary soft cushion designed to fit your furniture piece. The cushion is removable and easy to clean.

About Policy

Do you offer free shipping?

Yes, we provide free standard shipping on all products.

Is express shipping available?

Yes, express shipping is available at an additional cost. Contact us for rates and delivery timeframes.

How long does production take?

Production time varies due to the handcrafted nature of our pieces, typically ranging from 2-4 weeks depending on customisation requirements and current order volume. We'll provide an estimated timeline when you place your order.

How are products packaged?

All furniture is delivered flat-packed with protective packaging to minimize damage risk during transport. This also makes delivery easier and more eco-friendly.

What if my item arrives damaged?

Because each piece is handcrafted to order specifically for you, we prioritize remaking and replacing damaged items at no additional cost to ensure you receive the quality piece you ordered.

In most cases, we will remake your piece. However, if:

- Multiple replacements are required due to recurring defects, OR
- You prefer not to wait for a remake

We will work with you on a case-by-case basis to find a fair solution, which may include a refund.

If you have extenuating circumstances preventing timely reporting, please contact us as soon as possible and we'll do our best to assist.

What is your return policy?

Due to the handcrafted and custom nature of solid wood products, standard returns for change of mind are not accepted. Each piece is made to order with natural materials that cannot be restocked.

Can I cancel my order?

Standard Products (Engineered Wood, Standard Sizes):
You may cancel within 24 hours of order placement for a full refund. After 24 hours, orders enter production and cannot be cancelled.

Custom Products (Natural Solid Wood or Custom Sizes/Designs):
Custom orders cannot be cancelled at any time, as they are made specifically to your requirements.

Assembly & Installation

Is assembly difficult?

Not at all! Our furniture features simple structures with clear, step-by-step assembly instructions. No complicated tools are required.

What tools do I need for assembly?

Basic tools only. Everything you need is typically included in the package, or can be found in a standard household toolkit.

Do wall-mounted shelves require professional installation?

While our instructions are detailed and designed for DIY installation, we recommend professional installation for wall-mounted products to ensure optimal safety and stability, especially if you're unsure about your wall type or installation skills.

What's included with wall-mounted shelves?

Complete mounting hardware is included at no extra cost: mounting brackets, screws, and anchors. You'll also receive detailed installation instructions.

Product Information

What sizes are available?

Size availability varies by product:

- Cat Houses & Dog Crates: Multiple sizes from S to XL (check individual product pages)
- Shelves & Beds: Custom sizes available
- Cat Trees: Various heights (60"-80")
Contact us for specific dimensions or custom sizing.

Are the finishes pet-safe?

Yes, absolutely. All our products are finished with pet-safe, clear protective coatings that are non-toxic and safe for your pets.

Why does each piece look slightly different?

We celebrate natural wood variations! Each piece features unique grain patterns and subtle color variations because we use 100% natural solid wood. This makes every Pawerah piece truly one of a kind.

Care & Maintenance

How do I clean my wooden furniture?

• Wipe with a soft, dry cloth or slightly damp cloth
• Avoid excessive water exposure
• Clean spills immediately to prevent moisture absorption
• For steel frames (dog crates): clean with mild soap and water, then dry thoroughly

What cleaners should I avoid?

Never use harsh chemicals, alcohol, bleach, or ammonia-based cleaners on our wooden furniture.

Where should I place my furniture?

• Use in dry indoor environments only
• Avoid direct sunlight and high humidity areas
• Place on flat, stable surfaces
• For wall-mounted pieces: install on sturdy, load-bearing walls

Will the wood color change over time?

Yes, natural wood may develop subtle color changes over time, which enhances its character and authenticity. This is a normal part of natural wood aging.

How do I maintain wall-mounted shelves?

Inspect mounting brackets and wall anchors every 3-6 months to ensure stability. Re-tighten hardware if any loosening is detected.

How often should I clean the cushions?

Remove and clean cushions as needed. They're designed for easy removal and cleaning to maintain hygiene.

Returns & Exchanges

What is your return policy?

Due to the handcrafted and custom nature of solid wood products, standard returns for change of mind are not accepted. Each piece is made to order with natural materials that cannot be restocked.

What if the product doesn't fit my pet?

We're here to help! Contact us within 7 days of delivery if you have sizing concerns. For Standard Products: We can exchange for a different size. You'll only need to cover the shipping cost for the new item. For Custom Products: Because these are made to your specifications, we cannot offer exchanges. We recommend confirming measurements carefully before ordering, or contacting us for sizing advice.

Do you offer refunds for damaged items?

If your item arrives damaged or defective, we will remake and replace it at no additional cost rather than issue a refund. This ensures you receive the quality piece you ordered.

About Our Materials

What type of wood do you use?

We offer two material options to suit different preferences and budgets:

Engineered Wood: A durable and cost-effective option featuring consistent grain patterns and color. Ideal for those seeking uniformity and affordability.

Natural Solid Wood: 100% natural solid wood, carefully selected for superior durability and aesthetic character. Each piece features unique grain patterns and subtle color variations. Natural solid wood can be customized to your preferred wood type upon request.

Can I customize the wood type?

Yes! For natural solid wood products, we welcome customization requests. Email us at support@pawerah.com with your preferred wood type and we'll discuss available options to create a piece perfectly tailored to your preferences.

What's the difference between engineered wood and natural solid wood?

Engineered Wood: Consistent appearance, more budget-friendly, suitable for indoor use with standard care requirements.

Natural Solid Wood: Unique grain patterns, superior longevity, ages beautifully over time, fully customizable wood type, each piece is one of a kind.

Why choose solid wood over engineered materials?

Solid wood offers superior durability, timeless beauty, and ages gracefully. Each piece develops unique character over time, unlike engineered materials. It's also a natural, renewable resource that creates a healthier home environment for you and your pets.

What about wood grain variations in natural solid wood products?

Natural wood variations in grain pattern and color are not defects—they're features! These variations are embraced as part of our design identity and make each natural solid wood piece exclusive.

Customer Support

How can I contact customer support?

Email us at support@pawerah.com. Our team is always available to assist with product inquiries, customisation requests, assembly guidance, or after-sales support.

What are your support hours?

We typically respond to emails within 24-48 hours during business days.

Can I visit a showroom?

Please contact support@pawerah.com to inquire about showroom availability and locations.

Do you have installation support?

Yes! If you need guidance during assembly or installation, contact our support team. We're happy to help walk you through the process.

Still have questions? We're here to help! Email us at support@pawerah.com and our team will get back to you within 24-48 hours.