Happy & Polly

Dear Customer, First and foremost, we apologize for any inconvenience you have experienced. We would like to clarify a few points regarding the contents of your package. As stated on the product page, the package includes the Ghost Water Fountain, IPX-8 Submersible Pump with USB line, Filter1, and Sucker1. We also specify the recommended filter replacement frequency on the product page. For the adapter for power, you can use a universal phone charger head. The filters can be purchased separately for replacement as needed. Additionally, we understand from our customer service department that the issue with your product is that the water pump is not working properly. If there are no issues with the installation, it is likely due to insufficient pump power. If your product is still under warranty, you could contact our customer service team to request a free-pump replacement. We apologize for the inconvenience this has caused and appreciate your feedback. Best Regards, Rose

Dear customer, We want to clarify that our customer service team did receive and respond to your emails sent on 6/21. They hope you could help circle the damaged part in the screenshot they sent so that they could arrange to resend this part to you, but they haven't received your response. If you did not receive our responses, please check your spam folder or ensure there are no issues with your email account. You can contact us using a different email address or provide us with a new one, and our customer service team will reach out within 24 hours. We will also send screenshots of the previous responses and assist with your current product issues. Anyway, we appreciate your feedback, as it helps us improve. We will be more vigilant in ensuring our communication tools function properly to address our customers' concerns promptly and effectively in the next business. Best regards, Rose

Dear customer, Thank you for your feedback. We apologize for any confusion regarding the ink for the custom stamp. We would like to clarify that, the stamp comes pre-inked by our designers after the customization finished. However, it means the stamp comes with ink on the pad, not the separate replacement ink, which need to be purchased. Sorry for the confusion. Additionally, our customer service colleague has already reviewed our email records and could not find any communication from you regarding this issue. Please feel free to reach out to our customer service team at [email protected] for any further assistance. We appreciate your understanding and support. Best regards, Rose

Dear Hope, Thank you for your feedback, and we apologize for the inconvenience. Please confirm if you received and correctly installed the included water flow regulator. If not, we kindly ask you to install it. This is a key component to adjusting water flow. If the issue persists even after proper installation, please contact our customer service team at [email protected] and provide a video showing the problem. They will promptly assist you in troubleshooting and providing a better solution for your cat's drinking fountain. Thank you for your understanding and cooperation. Best regards, Rose

Dear Customer, Thank you for sharing your experience. We would like to address the concerns you mentioned in your review one by one. Firstly, regarding the taste issue, our ceramic fountains are designed to be tasteless. It’s possible that the filter cartridges have been stored for a long time, causing the plastic taste. We recommend airing out the filter cartridges for a few days. As mentioned on the product page, we advise replacing the filter cartridges once a month and clean the fountain every week. You could also use a little dishwashing detergent when cleaning the fountain and internal components. Secondly, about the splashing water, please ensure that the black triangular sucker, which should be installed above the filter cartridge, is properly attached. This is usually the cause of water splashes. If you have installed this part correctly, we suggest adjusting the water flow as per the instructions in the product videos available on our official YouTube channel: https://www.youtube.com/watch?v=KQFldiVGrQ8. This should significantly reduce the splashing issue. Additionally, we want to clarify that our customer service team did receive and respond to your emails sent on 6/7 and 6/18. If you did not receive our responses, please check your spam folder or ensure there are no issues with your email account. You can contact us using a different email address or provide us with a new one, and our customer service team will reach out within 24 hours. We will also send screenshots of the previous responses and assist with your current product issues. Anyway, we appreciate your feedback, as it helps us improve. We will be more vigilant in ensuring our communication tools function properly to address our customers' concerns promptly and effectively in the next business. Best regards, Rose

Dear Mildred Martínez García, We apologize for the inconvenience you experienced. Our customer service department has reviewed our email records and found that we responded to you on June 5th, informing you that we would send a replacement for the lost item. If you did not receive this response, we recommend checking your spam or junk folder. According to our tracking records, your replacement package was delivered via DHL on June 13, 2024, at 17:24 local time. If you have not received it, our customer service team will immediately assist with the investigation and will respond with a resolution within 24 hours. We appreciate your feedback and will strive to improve our services in the future. Best regards, Rose