FAQ

See below for a comprehensive list of frequently asked questions about our products and services. If you have any additional questions, please contact us at hello@pottycats.com

How To Use

How do I choose litter for my cats?
If your cat hasn't been trained to use a litter box, start with the PottyAid litter. You can get the Original litter if you have kittens or cats with minor medical conditions (respiratory, urinary, allergy, or post-neuter surgery). Charcoal litter can help with extra odor control for multiple cats.

How many packs do I need?
Each pack of Pottycats litter is intended to last up to 1 month for an average-sized cat in a standard-size litter box (38cm x 28cm). For kittens, one pack may last more than a month.

• 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 

Disclaimer: The duration of use may vary depending on the size and usage of each cat.

What is Pottycats litter made of?
Pottycats litter is made entirely from premium food-grade ingredients that are free from artificial fragrance or coloring, primarily soy/tofu, food gum, starch, and water.

Is Pottycats litter suitable for kittens?
Our litter is ideal for kittens aged 3-4 weeks as well as cats of all ages. Our pellets are intended to be a gentler and healthier alternative for cats while still delivering a high level of performance.

What distinguishes Pottycats from other soy/tofu litter?
Pottycats provide excellent litter quality with high soy content resulting a smooth scooping in solid clumps, excellent odour control without the use of any artificial fragrance, and typically lasts longer with no dust and better long-term savings.

You can obtain tofu litter at a lesser price, but it will break during scooping, be dusty, and have an odor after a few days of use, and it will never last.

How often should I clean?
Every day, scoop your cat's urine clumps and feces. Flush only 1-2 clumps at a time. Wash your litter box with soap and water once a month to remove any residue and bacteria.

Why Pottycats flushable?
It disintegrates instantly when flushed and does not clog your plumbing. Flush only 1-2 clumps at a time. DO NOT FLUSH large clumps of leftovers, especially during monthly disposal; instead, dispose of them normally in a recyclable trash bag.

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

My Pottycats litter has a slight smell, is that normal?
Pottycats is made of 100 percent food-grade ingredients and is unscented, so some soy aroma is normal when you open a new pack.

How to stop my cat from eating litter?
Our litter is safe if digested in small amounts, and it is common for first-time cat to use plant-based litter. To prevent your cat from eating the litter, mix it in with your current litter to mark it as non-food. Keep your cat's litter box away from food and water, and stop them whenever they try to eat.

Are Pottycats litters suitable for all types of litter box?
Yes, all of our litters are suitable for open, covered, sifting, and automatic litter box. However, we recommend Pine litter as the best option for an automatic litter box.

Do I need extra packs for a larger litter box?
Yes, if you're using a larger litter box, such as PottyBox, you'll need extra packs. Eg: For 1 cat, this box requires 1 pack and 1/2 per month. Use 2 packs for 2 cats. 

What if my cats share a litter box?
If you have multiple cats sharing a single litter box, simply count the number of cats to get your packs and change your litter more frequently. A good rule of thumb is to keep the litter height at 1 inch.

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.

Why aren't my cats using the litter box?
Changes may cause your cats to stop using the litter box. A dirty litter box, as well as the type of litter used, can have an impact on this. Make sure your cats have enough litter boxes and a clean routine. Choose PottyAid litter to help your cats get back into the litter box. If all else fails, seek veterinary advice to rule out any health issues.

How to switch cat litter?
For 2 weeks, mix half of Pottycats litter with half of your current litter. Once your cat is completely familiar, you can gradually increase the ratio until you completely transition to Pottycats.

Stores

Do you have a physical shop or do you sell to pet shops?
We do not have a physical shop nor supply to pet shops yet, but we do provide pick-up service and nationwide delivery for your convenience and security. During the checkout process, we offer Express Delivery (1 day) for urgent orders.

Do you have stores on Lazada or Shopee?
Yes we do. For genuine Pottycats products, please shop only at our official stores:

https://shopee.com.my/pottycats

https://www.lazada.com.my/shop/pottycats

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.

Please Note: There will be no processing or delivery on weekends or public holidays.

West Malaysia:

Standard - From RM5 (5-7 working days) 

Expedited - From RM7 (3-5 working days)

Express - RM30 (1 working day) Klang Valley only

*Free shipping on orders over RM150 

East Malaysia & International: Calculate automatically at checkout 

Which courier will be delivering my orders?
For orders placed on our official website, we use DHL or Ninjavan for Expedited Delivery and J&T for Standard Delivery. If you shop on Shopee or Lazada, the platform will match you with the best-suited courier based on your location.

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 - Visa, Master and Amex
• Online Banking (FPX) - Both local and international banks applied
• E-wallet - Grab Pay, TNG, Boost, MAE
• Bank Deposit 

Subscription

How do I subscribe?
Check the box SUBSCRIBE and choose your delivery frequency as you would normally order. Charges and deliveries will be recurring on a monthly basis.

Can anyone subscribe?
Pottycats subscription is now open to West Malaysia only. Please inquire about shipping fees for Singapore subscribers.

When will my order be shipped?
Your subscription order will be shipped within the next working day after you subscribe.

What do I get with my Pottycats Club subscription? 
You will receive free delivery for life, flexible scheduling, reward points, and the convenience of never running out of litter.

When is my credit or debit card charged? 
You will be charged on the date you subscribe.

When will my credit or debit card charges fail?
You will be notified and asked to update your credit or debit card to ensure sufficient funds are covered for your upcoming delivery. If payment fails for the third time, your subscription will be automatically cancelled.

What can I change within my subscription?
You'll need to log in or create an account to manage your subscription. You can pause, change your delivery schedule, shipping address, billing information, or add or swap products at any time.

When I log in to my account, why can't I manage my subscription?
To begin, you must be an existing and active customer who has subscribed to our subscription service. Second, due to the older platform, if you were a subscriber prior to July 1,2022, you are ineligible to manage your own subscription.

How do I know about my future deliveries?
Log into your account to view all of your previous and incoming orders.

What are my shipping options?
Pottycats subscriptions always ship for free across West Malaysia. 

Can I cancel at any time?
Yes! You can do that by logging into your account.

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 Points?

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 Treats Points?
To view your total earned Treats Points and eligible rewards, log in to your account and click the Rewards icon in the bottom left corner. You can then select the type of voucher you want to redeem and use.

• Voucher for one-time order
• Voucher for subscription order

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

Can I get Treats Points with orders from Shopee or Lazada?
No. You can only earn points by shopping directly from our website.

Can I combine my Treats Points with existing voucher codes?
No. You can only use 1 voucher code at a time. 

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

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

Do subscribers get Treats Points?
Yes. Treats Points are available to active and registered subscribers effective July 1 July 2021, as part of the rewards we provide to our customers. All Treats Points will be calculated beginning July 1, 2021, even if customers subscribed prior to this date, and no points will be carried forward.

Can subscribers use Treats Points?
Yes, subscribers can redeem vouchers for subscriptions to use on their recurring orders, effective January 2024. 

How do subscribers use Treats Points?

1. Log in your account
2. Redeem your voucher
3. Click 'Discount a subscription' and insert voucher code for your upcoming subscription order

How do I 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 voucher.

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 RM35 voucher (worth a free pack of litter) in your account.

Adoption

Do you sell or adopt cats?
We champion pet adoption without selling or sheltering ourselves. But that doesn't mean we can't help! Ask us for info, tips, or just moral support as you find your perfect pet match.

Partnership

How do I form a wholesale or collaboration partnership with Pottycats?
You may write to us at hello@pottycats.com. 

Need more help? Contact us