Frequently Asked Questions

Plug into a properly functioning electrical socket that has a clear space above it of at least 1.20 m (the oily vapour that carries the FELIWAY messages rise above the diffuser as a column of warm air).

To ensure the proper delivery of the pheromone messages, do not plug in the diffuser:

• behind a door
• under furniture
• in any socket that does not have a clear space of 1.20m above it.

To ensure that the diffuser works properly, it should not be connected:

• in a multi-plug or multi-socket adapter adapter
• with an international adapter
• in an extension lead.

Use 1 diffuser for an area up to 70m² (approx. a 3 bed house).

For a large house, or a house with several floors, use several diffusers.

1 refill lasts up to 30 days. It is recommended to replace the refill every 4 weeks, even if there is a small amount of liquid left inside the vial (the vial can never be completely empty as the last drops of liquid are not in sufficient contact with the wick to allow diffusion to occur)

With continuous use, a diffuser lasts 6 months. Replace the diffuser after every six months of continuous use to ensure optimum effectiveness.

Within 24 hours, the diffuser will be fully functional and FELIWAY messages will spread throughout your home.

When a situation can be anticipated, it is best to plug in the diffuser 2-3 days in advance to best support your cat.

Do not unplug or turn off the diffuser at night. Cats are often awake and active at night!

It is therefore best to leave the diffuser on all the time. Clinical trials show that the diffuser is effective when used continuously (24 hours a day) as this allows your cat to continuously perceive the reassuring messages of FELIWAY.

FELIWAY refills should never be used with any other electrical device.
FELIWAY Diffusers should never be used with any other refill from another company.
FELIWAY Optimum, FELIWAY Classic and FELIWAY Friends refills and diffusers are compatible.

FELIWAY Diffusers are supplied with a plug that is compatible with the local electricity supply of the country in which they were purchased. They cannot be used in a country with a different standard voltage. They should never be used with an adapter or voltage converter as this can lead to serious safety issues. Before use, please check that your diffuser has the correct plug for your country. Only use in properly functioning 230-240V electrical sockets.

Refills are made from recyclable plastic (PET).

The cardboard box can be recycled with your usual paper waste.

The shelf life of the refills is 36 months (the expiry date is shown on the packaging). In case of continuous use, we recommend to replace the diffuser after 6 months of use.

When plugged into a socket, the diffuser will gradually heat up, indicating that it is working properly.

The diffuser contains a heating element that diffuses the product, so it is designed to be warm to the touch. 

The level is going down, but you can't see it!

The diffusion of the liquid from the Diffuser is a very slow process. When used normally, it is difficult to see any change inside the vial during the first week of use. Slight variations will occur depending on air turnover.

To check that your diffuser is working properly, make sure that :
* the wick is not broken
* the device is permanently switched on (sometimes an electrical socket is controlled by a wall switch)
* Finally, try plugging the diffuser into another electrical socket.

The oily vapours (which carry the FELIWAY "messages") rise above the diffuser in a column of warm air. If this air column is blocked (e.g. under a shelf, table or furniture), the oil may recondense, leaving a visible stain.

Do NOT connect the diffuser under any furniture or object that protrudes from the wall (minimum clearance above the diffuser needs to be 1.20m).

Be sure to connect the diffuser away from air conditioners, vents, drafts, or air extractors. This may result in diffusion at a faster rate and the product may not last the expected 30 days.

Using the diffuser in a ventilated room (open doors and windows) may result in diffusion at a faster rate. This may result in product running out before the expected 30 days. In this case, consider placing the diffuser elsewhere in the house, targeting areas where your cat spends the most time.

Happy Snack by FELIWAY contains a natural milk protein that is known to have relaxing properties (for example, the relaxation of newborns after having a milk feed). Alpha-casozepine has been shown to help comfort cats when facing stressful situations.

Happy Snack by FELIWAY is a light creamy snack with a chicken flavour.

Happy Snack by FELIWAY contains chicken, so it is not suitable for cats with chicken allergies.
Consider using a FELIWAY pheromone diffuser or spray to comfort and calm your cat.

Each stick of Happy Snack by FELIWAY has 8.3 (kilo)calories.

When giving any treat to your cat, remember to adjust your cat's main food to account for the calorie intake from the treats.

Kittens should be fully weaned and over 12 weeks of age.

Many cat owners give their cat one stick a day, but you can give up to 2 if you wish.

Happy Snack by FELIWAY can be given directly from the stick, it can also be used as a food topper (wet or dry). It's great to use as a distraction with a lick mat or directly from their bowl.

Happy Snack by FELIWAY can also be given as a daily treat.

Happy Snack by FELIWAY can also be used as a calming supplement in advance of a stressful event such as a vet visit. Ideally, start feeding your cat one stick a day a few days before the event.
For Optimum results, feed daily for a month.

Yes, Happy Snack by FELIWAY can be given to your cat daily. Just make a note of the calories (just over 8 calories per stick) and adjust your cat’s daily food intake appropriately. Happy Snack by FELIWAY is not a complete food and should be used alongside your cat’s normal diet.

Most people give the whole stick to their cat in one go, but If you would like to treat your cat throughout the day, store the opened stick in the refrigerator the contents of the sachet should be consumed within 24hours of opening.

There are no expected interactions, but we would recommend speaking to your vet to check if it is appropriate for your cat beforehand.

No, your cat should not become drowsy after eating Happy Snack by FELIWAY

We do not have any study data to support giving Happy Snack by FELIWAY to pregnant or lactating queens.
However, the FELIWAY range of pheromone diffusers and spray can be used with queens that are pregnant or lactating to bring calming messages of comfort and security to your cat.

Yes, we recommend using Happy Snack by FELIWAY alongside a FELIWAY diffuser (FELIWAY Optimum, FELIWAY Classic, FELIWAY Friends or FELIWAY Help!) in your home.
You can also use Happy Snack by FELIWAY alongside FELIWAY Classic spray for travel.

The milk protein in Happy Snack by FELIWAY can be digested by cats. In a consumer test, the majority of cats happily ate Happy Snack by FELIWAY without any digestion issues.

FELIWAY Help! releases calming pheromones that are "happy messages" to cats to help them feel comfortable in their environment, especially during temporary stressful situations.

Many cat owners start to see results within the first 7 days of use. However, all cats are unique. The first signs of improvement may come later depending on the duration and severity of the cat's behaviour.

Leave the diffuser on for 7 days, for each stressful situation.

When you are planning temporary events that could be stressful your cat, such as:

• party at home/guests coming to visit
• redecoration
• going away for the weekend
• your cat returning home from the vets.

In your cat's favourite room, where they spend most of their time.

The FELIWAY Help! diffuser covers an area of approximately 50 m2 (approx a 2 bed house) If your home, and the rooms where your cat spends the most time, are larger, you can use several FELIWAY Help! diffusers.

In hallways: cats spend very little time in hallways, so the efficacy would be reduced if used here.

Near the litter tray: cats spend very little time near their litter tray, so the efficacy would be reduced if used here (if the litter tray is in the room where your cat spends the most time, there is no problem plugging it in this room).

If you have cats showing signs of conflict, or your cat has been showing signs of stress for a long time, we recommend that you use a product that provides long-term comfort for your cat: FELIWAY Optimum provides enhanved serenity to your cat for 30 days.

Ideally, plug FELIWAY Help! at your holiday destination 1-2 days before your cat arrives.

If this is not possible, plug it in when you arrive and leave your cat in its carrier for 15 minutes near the diffuser. Then open the door of the carrier and let your cat come out when they choose to. Leave the carrier there, close to the diffuser, with the door open as this will provide your cat with a reassuring place to return to during your stay.

Plug the diffuser into an outlet with a minimum space of 1.2m above the plug. The warm air containing the reassuring messages of FELIWAY Help! will rise above the diffuser before circulating more widely in the room.

The diffuser must be plugged into its own, proper functioning socket.

For optimal diffusion, do NOT plug the diffuser into the following locations:

• behind a door,
• under furniture,
• in an socket that does not have a minimum of 1.20m of free space above it,
• in a multi-socket outlet,
• in an international adapter,
• in an extension cord.

Plug into a properly functioning electrical socket that has a clear space above it of at least 1.20 m (the vapour that carries the FELIWAY messages rise above the diffuser as a column of warm air).

The diffuser should be plugged in where your cat spends most of their time.

To ensure the proper delivery of the pheromone messages, do not plug in the diffuser:

• Behind a door
• Under furniture
• In an socket that does not have a clear top above it of 1.20 m
  

To ensure that the diffuser works properly, it should not be connected:

• In a multi-plug or multi-socket adapter
• In an international adapter
• In an extension lead.

• Use 1 diffuser for an area up to 50m2 (approx a 2 bed house).
• For a larger area or a house with several floors, use several diffusers.

1 cartridge lasts for 7 days.

The pheromones start to diffuse as soon as the diffuser is warm (about 15 minutes after plugging in). After 24 hours the diffuser will be fully functional and the calming messages of FELIWAY Help! will spread throughout the area.

If a stressful situation can be anticipated, it is best to plug in the diffuser 1 to 2 days beforehand.

Do not unplug or turn off the diffuser at night. Cats are often awake and active at night!

It is therefore best to leave the diffuser on all the time. Clinical trials show that the diffuser is effective when used continuously (24 hours a day) as this allows your cat to continuously perceive the reassuring messages of FELIWAY.

• FELIWAYHelp! cartridgesshould never be used with any other electrical device.
• The FELIWAYHelp! diffusers should never be used with any other cartridge.
  
  FELIWAY Diffusers are supplied with a plug that is compatible with the local electricity supply of the country in which they were purchased. They cannot be used in a country with a different standard voltage. They should never be used with an adapter or voltage converter as this can lead to serious safety issues. Before use, please check that your diffuser has the correct plug for your country. Only use in properly functioning 230-240V electrical sockets.
  
  The packaging of some FELIWAY Help diffusers instruct that the plug should turn to an angle within the socket, this is in relation to european sockets. In a standard UK socket the diffuser will be orientated upright and will not turn.

The cartridges are made from recyclable plastic (PET).

The shelf life of the cartridges is 36 months (the expiry date is shown on the packaging).

When plugged into a socket, the diffuser will gradually heat up, indicating that it is working properly.

The diffuser contains a heating element that diffuses the product, so it is designed to be warm to the touch. 

Be sure to connect the diffuser away from air conditioners, vents, drafts, or air extractors. This may result in diffusion at a faster rate.

Using the diffuser in a ventilated room (open doors and windows) may result in diffusion at a faster rate. This may result in product running out before the expected 7 days. In this case, consider placing the diffuser elsewhere in the house, targeting areas where your cat spends the most time.

All FELIWAY products are safe for cats. FELIWAY products have been used by more than 14 million cats worldwide.

No problems have been identified from clinical trials and numerous consumer surveys.

FELIWAY is safe for kittens. There is no minimum age for using FELIWAY. Kittens are able to perceive the "FELIWAY messages" that are released into their environment and can respond accordingly.

FELIWAY is completely harmless to humans. FELIWAY "messages" are specific to cats. They are therefore only perceived by cats and are undetectable by humans.

Our diffusers comply with the standards established by the International Electrotechnical Commission (IEC), by laboratories authorised to issue a certificate of conformity to safety standards (Underwriters Laboratories, UL) as well as European standards (EN). The plastic materials used are self-extinguishing (class V2).

When the diffuser is used continuously, we recommend changing it every 6 months for best results.

The diffuser contains a heating element that diffuses the product, so is designed to be warm to the touch.

FELIWAY is completely harmless to dogs. FELIWAY "messages" are specific to cats. They are therefore only perceived by cats and are undetectable by dogs.

Some species of caged birds are known to have sensitive respiratory systems (particularly those in the psittacine family: parrots, parakeets, etc.). Therefore, if you are using a FELIWAY diffuser (FELIWAY Optimum, FELIWAY Classic, FELIWAY Friends or FELIWAY Help!), we recommend that you plug it in another room as a precaution.

FELIWAY is completely harmless to fish. However, if you are using a FELIWAY diffuser (FELIWAY Optimum, FELIWAY Classic, FELIWAY Friends or FELIWAY Help!) as for any diffuser device, we recommend plugging the diffuser in room without an aquarium as a precautionary measure.

If your cat spends most of their time in the room where the aquarium is located, we recommend that you use the socket furthest away from the aquarium. This precautionary measure is intended to prevent the oily carrier from settling on the surface of the water. The components themselves are not classified as environmentally hazardous.

We accept Visa, MasterCard and American Express.

Delivery is free for orders over £25

Your order will be shipped within 2 days.

You'll find tracking details in your order confirmation email. Please contact us if you need to check the status of your order.

Please allow 2 working days for your order to be shipped. Delivery may take longer over weekend or bank holidays. Please check the tracking details in your order confirmation email. Please contact us if you need to check the status of your order.

The efficacy of the FELIWAY range has been demonstrated in over 13 studies published in scientific journals and presented at international veterinary conferences. These products have also helped millions of cats around the world.

We are dedicated to helping cats resolve inappropriate behaviours and lead happier lives. While we can provide you with as much advice as possible about the correct use of pheromones and how to create an enriched environment, sometimes a medical check with your vet to rule out concomitant health problems is required, as is seeking the help of a qualified behaviourist. We can advise you when this might be necessary.

If you are not satisfied after using FELIWAY, we will provide a full refund through your veterinary practice or other place of purchase.

Please note, in order to qualify for a refund, the product must be used according to the instruction insert and for the appropriate length of time. If you are in any doubt, seek advice from your veterinary practice or behaviourist or contact us. FELIWAY is not a licensed veterinary medicine. If there are signs of disease consult your veterinary surgeon. The FELIWAY guarantee currently only applies to purchases made in the UK. Proof of purchase is required. If you are unhappy with the effects of FELIWAY we will refund your money, excluding any shipping or handling fees.

To receive a refund please follow the steps below. We reserve the right to deny any refunds that do not meet the stated requirements:

1. Please get in touch with one of our technical advisors to discuss the behaviours you are concerned about.

2. We will ask you a series of questions to understand more about your pet and the inappropriate behaviours they are displaying and which products you have used.

3. We will make sure that the product you have chosen is suitable for your pet in their current circumstances and that any other environmental changes required are in place alongside the pheromones.

4. If FELIWAY OPTIMUM, FELIWAY Classic or FELIWAY Friends by FELIWAY have been used for at least 30 days according to instructions and no improvements have occurred following correct use of the product, we will discuss with you how to arrange a refund.

Once your order has been paid and confirmed it is not possible to change it.

You have a 30-day cooling-off period.

To return a product, you must send us a request for withdrawal in time please use the contact form.

If accepted you will receive by e-mail a prepaid shipping label at our expense for the return of the product. You must return the product in its original packaging and in good condition, together with the invoice. If this is not respected, we reserve the right to refuse the refund.

We aim to refund you the invoiced price within approximately 8 days from the date of receipt of the returned product. Please note that if you have subscribed to a recurring order, this will result in the cancellation of the subscription. The refund is made via the credit card used for payment.

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