FAQ

See below for the most commonly asked questions. If you have any additional questions, please contact us at hello@pottycats.com

How To Use

How many packs do I need?
Each pack of Pottycats litter is intended to last one month for one cat in a medium-sized litter box (38cm x 28cm) with a minimum depth of 1 inch for a single cat family.
  • 1 cat - 1 litter box - 1 pack - 1 month 
  • 2 cats - 1 litter box - 2 packs - 1 month
  • 4 cats - 2 litter boxes - 4 packs - 1 month 

Is Pottycats suitable for kittens?
Yes, absolutely! Pottycats are made entirely of soy, which is completely safe even when digested and ideal for potty training. Pottycats are also appropriate for senior cats and those suffering from medical conditions that cause excessive urination. Overall, Pottycats is appropriate for all ages.

What are Pottycats made of?
Pottycats litter are made entirely of food-grade ingredients, primarily premium soy, food gum, starch, and water.

What makes Pottycats different from other soy litter?
Our formulas are designed by cat owners for cat owners. We represent you and the result of years of taking care of cats. We're powered for indoors to combat odor effectively without adding any artificial fragrance, with higher clumping strength, less breakage for a smooth scoop and last longer.

Will I still need to scoop?
To effectively combat odour, the solids in Pottycats litter should be scooped daily and disposed of by flushing your toilet. This method not only eliminates odour, but also bacteria infestation, which can be harmful to your cats. Large amounts of unused litter should not be flushed; instead, it should be composted or thrown away.


Why Pottycats flushable?
Pottycats litter is made entirely of soy and dissolves instantly. In addition, there are no harmful clumping agents or clay in our litter that could build up and clog plumbing.

Does Pottycats litter have a shelf life?
Yes, because it is made from human-food grade ingredients, it can be kept fresh and sealed for up to 6 months only. Store in a cool, dry place.

What size or type of litter box suitable for Pottycats litter?

A 38cm x 28cm average size open, enclosed or semi automatic litter box. If you use PottyBox or a larger litter box or cater to senior/under medical care cats who may urinate more frequently, you may want to consider purchasing an extra box to ensure adequate litter coverage.

If you're using a litter box with sifted litter, it's best to use it without it because Pottycats litter comes in mini pellet size and is super easy to clean! Only use PottyAid litter for automatic litter boxes ie: Litter Robot.

My Pottycats litter has a slight smell, is that normal?
Don't worry, it's still very fresh! Pottycats is made of 100 percent soy and is unscented, so some soy aroma is normal when you open a new pack.

Where should I put the litter box in a house?
A quiet location that is convenient for both you and your cat, preferably near the toilet to make cleaning easier. It's also a good idea to have one litter box for each cat.

Discount 

How to use my first time discount code?
When you sign up, you will be given a first-time discount code. Please keep in mind that the discount code is only good for 15% off your first litter pack, not your entire order or other products. Applicable to first time customer only. 

 

Shipping 

How long does it take to deliver Pottycats litter after placing my order?
If you placed your order between Monday-Friday, processing (order verification, quality check, packaging, dispatch) will take a day and should ship out from our warehouse the next business day. All orders placed Friday after 5PM, over the weekend will be processed and ship on the following week. Orders are not processed or delivered on weekends or public holidays.

West Malaysia:

Standard - From RM5 (3-5 business days) *Free for litter orders above RM150 

In-store pickup (closed until further notice)

East Malaysia & International: Calculate automatically at checkout 

Which courier will be delivering my orders?
For orders from our official website, we work with Ninjavan, J&T for Shopee orders, and LEX for Lazada orders.

Do you have international shipping? 
Yes, we deliver to Singapore at the moment. For other international countries, additional shipping fees will be calculated upon request. 

Payment 

What are the payment options?

  • Credit/Debit card (via Ipay88) - Master and Visa
  • Online Banking (via Ipay88) - Both local and international banks applied
  • E-wallet - Touch N Go and Grab Pay

Pottycats Club (Monthly Auto-Delivery Subscription)

How to join Pottycats Club?
Navigate to Subscription from our main menu. Choose your plan and fill out the subscription form with your billing information. We will send you an email with instructions on how to customise your subscription within the next 24 hours.

Please keep in mind that the Pottycats Club is currently only available to subscribers in West Malaysia.

How long is the approval process?
It may take up to three working days for your issuing bank to approve your application. We will only ship your first subscription after we have received approval from your payment date. Standard delivery takes about 3-5 business days.

What do I get with my Pottycats Club subscription? 
You will receive lifetime free delivery, monthly auto-delivery cat litter and a free 1 pack for every 10 packs ordered.

When is my credit/debit card charged? 
You will be charged according to your subscription payment date submitted. 

When is my credit/debit card charges failed? 
You will be notified and asked to update your credit/debit card to ensure sufficient fund is covered for the payment with the reattempt process. If payment failed for the third time reattempt, we will pause your subscription immediately. Delivery to resume once payment is cleared and Pottycats reserved the rights to collect any due or owed payment in accordance to Pottycats Enterprise Terms and Bank Terms.

Can I change my Pottycats Club subscription packages?
Yes, you can request to modify your plan by emailing us. All changes will take place on the following month. 

How do I cancel my Pottycats Club subscription?
You can reach out to us via email at hello@pottycats.com at least one month prior to your next delivery. No cancellation fees and you are welcome to resume anytime in the future. However, we do not accept any refund once your order is shipped out before any cancellation confirmation takes place. 

How to resume my Pottycats Club subscription after cancellation?
You can reach out to us via email at hello@pottycats.com and we will review or reject all subscription application based on subscribers billing health records. 

How do I know my future deliveries?
You will receive order confirmation email and shipping notification before your next order arrives. You can also log into your account to view all of your previous and incoming orders.

When do I receive my FREE pack?
You will receive your free pack after every 10th packs order and it will be delivered the following month. All free packs variant subject to availability. 

Example: 

For Solo Pack (1 pack) package with a monthly delivery schedule, your free pack will arrive on the 11th month. In addition, if Family Pack (4 packs), you will receive your free pack on the fourth month.

What are my shipping options?
All Pottycats Club orders are given with lifetime free shipping with no minimum order. (Applicable to West Malaysia only)* 

Pottycats Treats (Points Reward Program)

How to join?
It's free to join! Just create an account to start earning Treats instantly.

How to earn Treats?

  1. Create an account - 600 Treats
  2. Place an order - 5 Treats for RM1 spent (Solo pack RM35 is equivalent to 175 Treats)
  3. Follow us on Social - 50 Treats each for Facebook and Instagram

How to redeem using Treats?
To see your total earned Treats and rewards, log into your account and click the Treats icon on the bottom left. You can then view your discount codes worth up to RM70. Use the generated code to place your order right away!

Can I combine my Treats with previous orders?
Unfortunately, not as we launched our reward program on 8th May 2020. But you will receive 600 Treats instantly after you create an account. 

Can I combine my Treats with existing discount codes?
No. You can only use 1 code at one time. 

Will my Treats expire?
You must use your treats within one year or they will be forfeited and will not be exchanged for monetary value or cash.

Can I transfer my Treats?
No. All Treats are not eligible for any transfers or exchangeable in cash. 

How to refer a friend?
Log in to your Treats account (click the Treats icon in the bottom left) and a unique referral link will be created for you to share with your friend. Please keep in mind that by using your referral link, each of your referrals will receive a RM10 discount.

Can I use the same referral link each time?
Yes. Your referral link is dedicated only to you and can be used multiple times.

What do I get when I refer a friend?
For each friend who orders through your referral link, you will receive a RM10 discount code in your account.


Any other questions? You may reach out to us via our live chat or emailing us at hello@pottycats.com