Perguntas frequentes

As soon as your order ships, you get an email with the tracking number. You can follow the delivery on the carrier’s site or in your account area.

You can request cancellation up to 30 minutes after confirmation. After that, the order goes into processing and can no longer be changed. Contact us as soon as possible through the contact page.

Yes. All products are original PetMaison, new and sealed, with manual and accessories included — and covered by a 3-year warranty.

Your order ships within 24 to 48 hours. Once it leaves, delivery takes 2 business days in mainland Portugal and 3 to 5 days in the islands; in the rest of Europe count 3 to 7 business days. You get the tracking number as soon as it ships.

Yes. Shipping is free on every order, with no minimum. The estimated date always shows in the cart before you check out.

Email us through the contact page with your order number and the reason. You get the instructions within 24 hours: we send the label and arrange the pickup. The item must go back clean, with all accessories and in its original packaging. The label and the pickup are on us: returning costs you nothing.

Once we receive the returned item, the refund is processed within 5–7 business days to the same payment method used for the purchase.

The Box detects when your cat leaves and starts a cleaning cycle that separates the waste into a bag, inside a closed drawer with odour control. The safety sensors stop the cycle whenever the cat comes near. All you have to do is change the bag now and then.

All products carry a 3-year warranty. If something fails through a manufacturing defect, we repair or replace it at no cost — just contact us with your order number.

Write to us with your order number, the serial number of the device and photos or a short video of what is happening. We diagnose it remotely and tell you the next step: we send the part, collect the device or replace it.

We arrange the collection and it costs you nothing. Transport, repair, parts and returning the device to you are all covered by the warranty.

At our own premises in Portugal, by our technicians. We have no walk-in service point, and you do not need to travel anywhere: we collect the device from your home on a day agreed with you, repair it and return it, at no cost to you.

No. The warranty is valid without it. If you can keep it, it makes transport easier should the device need to be collected.

We accept Visa, Mastercard, MB Way, Multibanco (reference), PayPal and Apple Pay. All payments are processed securely with SSL encryption.

Absolutely. We use 256-bit SSL encryption across the whole site. We do not store credit card data — it is processed directly by our PCI-DSS certified payment partner.