General FAQ
Everything about your Nualey Cat Water Fountain
ORDERS
Do you offer exchanges?
Yes — eligible within
30 days of delivery for unused/undamaged items in original packaging. Email
nualeyco@gmail.com to start an exchange.
Can I cancel or change my order?
We can modify or cancel orders before fulfillment. Email us ASAP with your order number. If it already shipped, we’ll help with a return/exchange.
Why was my order cancelled?
Occasionally an item sells out or a payment is flagged by our fraud-prevention system. You’ll be notified and refunded automatically if this happens.
Do I need an account to check out?
No. Guest checkout is available. Creating an account helps you track orders and manage returns faster.
PRODUCT
What is the capacity?
The Nualey fountain holds 3 liters (≈101 oz) — great for multi-cat homes and fewer refills.
How quiet is the pump?
Very quiet — typically under 30 dB in normal use. Perfect for bedrooms and home offices.
Does it have LED lighting?
Yes — a soft blue LED illuminates the reservoir so you can check water at night. The glow stays inside the bowl for a calm, premium look.
What kind of filtration does it use?
Multi-layer filtration (mesh + activated carbon + ion-exchange resin) to reduce hair, debris, odors, and limescale for fresher-tasting water.
How often should I change the filter?
Every 3–4 weeks for single-cat homes, or every 2–3 weeks with multiple pets. Rinse the new filter before use.
Is it USB powered?
Yes. It includes a USB power cable for flexible placement. Use a 5V USB adapter (phone-style) or a USB power strip.
How do I clean it?
Disassemble the lid and tray, wash with mild soap and warm water, and rinse well. Wipe the pump and impeller weekly to prevent buildup.
Is it safe for kittens or multiple cats?
Absolutely. The gentle stream encourages natural drinking for kittens, adults, and multi-cat households.
What materials is it made from?
BPA-free, food-grade materials and a low-voltage pump designed for continuous use.
PAYMENT
Which payment methods do you accept?
Major credit/debit cards, Shop Pay, Apple Pay, Google Pay, and select buy-now-pay-later options where available.
Why was my payment declined?
Common reasons: billing address mismatch, insufficient funds, or bank security blocks. Try another method or contact your bank.
What is a pending or pre-authorized charge?
Your bank may show a temporary authorization when you place an order. It only captures when the order ships.
Can I apply tax exemption?
Tax is calculated based on destination. If you qualify for exemption, contact us before ordering with documentation.
SHIPPING & DELIVERY
Where do you ship from?
From our North America or Asia fulfillment centers — chosen automatically based on stock and your location.
How long does delivery take?
Most orders arrive in 5–9 business days after dispatch. You’ll receive a tracking link by email.
Do you provide tracking?
Yes — every order is tracked. Please allow 24–48 hours for the first scans to appear.
Will my items ship together?
Whenever possible, yes. Some items may ship separately to speed delivery — at no extra cost.
Customs & duties
Customs fees are set by your country and are the customer’s responsibility. We include full documentation for smooth clearance.
COMPANY
Warranty & returns
30-Day Money-Back Guarantee and a 1-year limited warranty against manufacturing defects. Contact us and we’ll make it right.
How can I verify if an email is legitimate?
Official messages come from @nualey.com or nualeyco@gmail.com. We never ask for passwords. When in doubt, email us directly.
PRIVACY
Is my personal information kept private?
Yes — we use industry-standard encryption and never sell your data. See our Privacy Policy for details.
What are cookies?
Cookies help us remember your preferences and improve your experience. You can manage cookies in your browser settings.
CONTACT
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