Welcome to the Litterbox by Petly Help Center

Got questions? We’ve got answers. Below you’ll find everything you need to know before and after purchasing your self-cleaning litter box.

Orders & Shipping

When will my order ship?

  • Orders are processed within 2–3 business days after purchase. You’ll receive a shipping confirmation email with a tracking number once your order is dispatched.

How long does delivery take?

  • For orders shipped within the USA, delivery usually takes 2–5 business days after your order is processed. Delivery times may vary during holidays or high-volume periods.

Do you offer international shipping?

  • Not at this time. We currently ship within the United States only.

How do I track my order?

  • Once your order ships, you’ll receive a confirmation email with a tracking link. You can also visit our Track Your Order page to enter your tracking number at any time.

What should I do if I haven’t received my package?

  • If your order is late or tracking hasn’t updated for 5+ business days, contact us at contact@litterboxbypetly.com. We’ll investigate and make it right.

Product Questions

How does a self-cleaning litter box work?

  • Our litter boxes automatically separate waste from clean litter after your cat uses it. Most models have sensors to detect use and trigger cleaning cycles. Simply empty the waste compartment every few days — no daily scooping needed!

Is it safe for my cat?

  • Yes! Our self-cleaning litter boxes are designed with safety in mind. Most have motion sensors that prevent the cleaning mechanism from activating while your cat is inside.

Do I need to use special litter?

  • Some models work with standard clumping litter, while others require specific types. Please check the product description or contact us if you’re unsure which litter is compatible with your model.

How often do I need to empty the waste tray?

  • On average, once every 5–7 days — depending on how many cats you have and how often they use the litter box.

Can I use the litter box for multiple cats?

  • Yes, most of our models are suitable for multi-cat households. Be sure to check the product page for the recommended number of cats per box.

Returns & Refunds

What is your return policy?

Can I return a used litter box?

  • Returns must be in like-new condition and include all original packaging. If the product was used or damaged, we may only offer a partial refund or store credit, depending on the situation.

How long does it take to get a refund?

  • Once your return is received and inspected, we process refunds within 3–7 business days. Refunds are issued to the original payment method.

Troubleshooting & Support

My litter box isn’t working — what should I do?

  • First, check the user manual for setup instructions and troubleshooting tips. Still need help? Email us at contact@litterboxbypetly.com — our team will assist you within 1 business day.

Do your litter boxes come with a warranty?

  • Yes, most of our products come with a 12-month limited warranty. Check the product page for warranty details. If something goes wrong, we’ve got your back.

Need More Help? Contact Us Anytime

Still can’t find what you’re looking for? We’re happy to help!

Contact Information

Website Name: Litterbox by Petly
Company Name: Litterbox by Petly
Email: contact@litterboxbypetly.com
Phone Number: +1 (575) 321-3188
Business Address: 662 NM-52, Truth or Consequences, NM 87901, USA
Contact Form: Click Here

Customer Support Hours:
Monday–Friday: 9:00 AM – 5:00 PM (MST)
Saturday–Sunday: Closed

Response Time:
We strive to respond to all inquiries within one business day.