Contact us
Contact Us
We're here to help make your Indoraq experience simple and comfortable — from choosing the right cat product to tracking an order, understanding product details, or getting assistance after delivery.
We're Here to Help
At Indoraq, we believe the right cat products can add more playful, curious, and comfortable moments to everyday life. That's why we want every part of your experience to be clear and straightforward — from discovering a new product to receiving it at your door.
Whether you have a question about a cat toy, enrichment product, comfort item, product details, an existing order, shipping, tracking, returns, or refunds, our customer care team is available to assist.
Need Help Choosing a Cat Product?
Play & Bond
Looking for products for chasing, batting, pouncing, and shared play? We're happy to help you understand product details, materials, dimensions, and everyday use before ordering.
Think & Discover
If you're looking for enrichment products that encourage curiosity, exploration, and problem-solving, our team can help you review product details, dimensions, materials, and available options.
Chew & Comfort
For cozy resting, cuddling, and everyday comfort, our soft companions and comfort products are designed to fit naturally into your cat's favorite spaces. Contact us if you need help with dimensions, materials, or product details.
Order Support
What information should I include when contacting support?
If you're contacting us about an existing Indoraq order, please include your order number, the email address used when placing the order, and a short description of your question or issue. This helps our team locate and review your order more efficiently.
My order arrived damaged. What should I do?
Please contact us as soon as possible at service@indoraq.com with your order number and clear photographs of the item and packaging. If the product has been damaged during delivery, our team will review the information and provide the appropriate next step.
I received the wrong item. How can you help?
If the product you received does not match your order, please email service@indoraq.com with your order number and photographs of the item received. Our customer care team will review the fulfillment issue and assist with the appropriate solution.
Something is missing from my order.
Please contact us with your order number and the name of the missing item. If possible, include photographs of the package and the items that were received so our team can investigate the shipment.
Shipping & Tracking
How long does order processing take?
Indoraq orders are generally processed within 1–3 business days. Once your order has been processed and dispatched, available tracking information will be provided.
How long does delivery take?
Estimated delivery within the United States is generally 5–10 business days after order processing. Actual delivery times may vary depending on destination, carrier conditions, holidays, weather, customs procedures, and other circumstances outside our direct control.
My tracking information hasn't updated.
Tracking information can sometimes take additional time to update after a package has been dispatched. If your tracking information has remained unchanged for an extended period, please email service@indoraq.com with your order number so our team can review the available shipment information.
Where will my order be shipped from?
Indoraq uses a multi-location fulfillment model. Depending on product availability, product requirements, and destination, an order may be dispatched from different fulfillment locations or approved fulfillment partners.
Returns & Refund Assistance
How long do I have to return a product?
Eligible Indoraq purchases may be returned within our 30-day return window, calculated from the date the order is delivered and subject to the requirements of our Return & Refund Policy.
How do I start a return?
Before sending an item back, please contact service@indoraq.com first. Our customer care team will review your request and provide the applicable return instructions and confirmed return address.
Where should I send my return?
Please do not send a return to the business registration address listed below unless our customer care team has specifically confirmed that address as the appropriate return location. Return instructions can vary depending on the order and product.
What happens if my product is defective?
If a product arrives defective, damaged, incorrect, or materially different from its description, please contact us with your order information and supporting photographs. Our team will review the situation and provide an appropriate replacement, refund, or return solution where applicable.
How long does a refund take?
Approved refunds are generally processed within 1–3 business days. After processing, it may take an additional 5–10 business days for the funds to appear through the original payment method, depending on your bank, card issuer, or payment provider.
Order Changes & Cancellations
Can I change my shipping address after placing an order?
If you need to update your shipping information, please contact us as soon as possible after placing your order. We can generally assist with changes before the order has been dispatched, but changes may not be possible once the shipment is already in transit.
Can I cancel my order?
Please contact Indoraq Cat Care as soon as possible if you need to cancel an order. Orders can generally be changed or cancelled before shipment. Once an order has been dispatched, cancellation may no longer be possible and the item may instead need to be handled according to our Return & Refund Policy.
Product Information
Where can I find the product details?
Product-specific information is provided on the applicable Indoraq product page. Depending on the product, this may include dimensions, materials, recommended use, available options, care information, and other product details.
Can you help me choose the right product for my cat?
Absolutely. If you're unsure which product would work best, email us with the product you're considering, your cat's needs or play style, and any questions about size, materials, or intended use. Our team can help you understand the differences between the available options.
Does every Indoraq product require special setup?
Product setup and care requirements vary by product. Please review the applicable product information before purchasing and follow the included instructions. For safety, supervise pets during play and discontinue use if a toy becomes damaged or unsafe.
Why may the colour or appearance look slightly different in person?
Product photography and individual screen settings can affect how colours and materials appear. Natural fabric, plush, wood, and other materials may also have subtle variations in texture and appearance. We aim to represent each product as accurately as possible while preserving the natural character of its materials.
Need Assistance?
Whether you're choosing a new cat product or need help with an existing order, our customer care team is ready to assist. For faster order support, please include your order number when contacting us.