Frequently Asked Questions

We recommend cleaning all Pioneer Pet fountains once a week with a mild dish soap and warm water.

For the occasional deeper cleaning, please see below.

STAINLESS STEEL FOUNTAINS

1. Pour a generous amount of white vinegar/cleaning vinegar onto a soft cloth to clean. You can also soak fountain and non-electrical pump pieces in vinegar water for several hours to help break down buildup on pumps.
2. Create a paste from equal parts lemon juice and baking soda, then scrub with a damp sponge. For tougher stains, leave the paste on for 15 to 30 minutes, then wipeclean.
3. Mix one tablespoon cream of tartar with a few drops of lemon juice to create a paste, then smooth it on and rub vigorously with a soft sponge.
4. Buff with a cloth dampened with club soda.
5. Just as a reminder, the fountain is also dishwasher safe.

SWAN FOUNTAIN

Because the swan 'neck' does not come apart, we recommend using a small bottle brush, reusable drinking straw brush or even a pipe cleaner to regularly clean out any built up debris.

1. Pour a generous amount of white vinegar/cleaning vinegar onto a soft cloth to clean. You can also soak fountain and non-electrical pump pieces in vinegar water for several hours to help break down buildup on pumps.
2. Just as a reminder, the fountain is also dishwasher safe.

Any type of water is suitable for use in the fountains but filtered or distilled water is preferred to avoid hard water deposit build up.

Filters should be used and replaced regularly even if distilled or pre-filtered water is used.

How often the filter needs to be replaced ultimately depends on how many pets are using the fountain, how many fountains are in the home, etc. Generally we recommend replacing the filters every 2-4 weeks. Although not stamped, filter casings are recyclable.

Additionally, the pump should be fully disassembled and cleaned at least once a month.

We suggest that you get into the habit of tapping the filter on the edge of the sink or garbage can to get out as much loose charcoal that you can, then rinse the filter for 2-3 minutes under cool water before putting it into the fountain. This will greatly reduce the amount of charcoal that is shed from the filter. A small amount of charcoal dust may shed for the life of the filter. This is normal and not harmful to your pet.

Many customers miss the part in the instruction manual about regularly disassembling the pump and taking out the impeller to clean it (see motor maintenance page 9-10). We recommend doing this each time you replace your filters or at least once a month. Hair and debris can build up inside the pump and cause it not to work properly or stop working altogether. 

You can also watch a video of the pump cleaning process on our website:  https://pioneerpet.com/video-instructions/ 

If your pump is NEW, going through the same recommended motor maintenance section in the instruction manual will also work to reset a new pump. Occasionally the impeller inside the pump can become disengaged during shipping and cause the pump to not work properly and it simply needs to be reset.  

ALL FOUNTAINS

1. Please make sure the water level never gets too low. A low water level can damage the pump and will cause noise.
2. Follow Motor Maintenance directions found on page 9-10 of the fountain instruction manual. Fully disassemble the pump, take out the impeller inside the pump and make sure it is clear of pet hair, food particles or other debris. We recommend doing this process at least once a month to maintain the cleanliness of the pump. Instruction manuals can be found here: https://pioneerpet.com/product-instructions/ A video of the pump cleaning process can be found here: https://pioneerpet.com/video-instructions/ 
3. Replace the filter every 2-4 weeks.

ADDITIONAL INSTRUCTIONS FOR STAINLESS STEEL & CERAMIC FOUNTAINS

1. Adjust the water flow lever on the pump. Setting the lever toward the positive (+) sign will allow a stronger water flow
2. Make sure the fountain is assembled properly. The spout on the pump must align with the spout of the pump housing. View fountain photos for reference.
3. Check that the suction cups on the bottom of the pump housing (#3025) are sticking to the bottom of the fountain bowl and that none are missing. If you are missing suction cups or if they are not functioning properly, replacements can be purchased here https://pioneerpet.com/product/suction-cup-replacements/

ADDITIONAL INSTRUCTIONS FOR THE SWAN FOUNTAIN

1. Adjust the water flow lever on the pump. Try setting the lever in the middle of the - and + signs
2. Scrub the inside of the Swan neck with a reusable drinking straw brush, bottle brush or pipe cleaner. Debris stuck inside the neck tube is the most common cause of noise and splashing.
3. Make sure the white rubber directing tube #0375 is properly in place. If this piece has gone missing, a replacement can be purchased on pioneerpet.com

STAINLESS STEEL & CERAMIC FOUNTAINS

1. A leak down the pump cord usually results from an incorrectly positioned pump housing – the housing spout should align and fit into the white silicone piece inserted into the top of the bowl. If not, then water could spurt onto the cord and then run down the cord onto the floor. Please view fountain photos for reference.
2. Follow the motor maintenance on page 9-10 of the instruction manual. Disassemble the pump, take out the impeller inside the pump and make sure it is clear of hair or debris. Place it back in and spin it a few times. You can find a video of the pump cleaning process here https://pioneerpet.com/video-instructions/ 

SWAN FOUNTAIN

1. Adjust the rate of water flow using the lever located on the front panel of the pump; setting the lever in the middle has the best results for the Swan Fountain.
2. Do a very good scrub of the inside of the Swan neck tube with a reusable drinking straw brush, small bottle brush or pipe cleaner, etc. - if there is any debris stuck inside, we find that this is the most common reason for splashing.  
3. Follow the motor maintenance on page 9-10 of the instruction manual. Disassemble the pump, take out the impeller inside the pump and make sure it is clear of hair or debris. Place it back in and spin it a few times. You can find a video of the pump cleaning process here https://pioneerpet.com/video-instructions/ 

TOPS & BOWLS

Unfortunately, we do not stock fountain bowls or tops separately (this includes the Swan neck). Our Fountains are sold as a whole fountain and can be purchased in local pet stores or from online retailers such as amazon.com and chewy.com.

However, we may occasionally have a spare ceramic top or bowl. Please email info@pioneerpet.com to find out if one is currently available for purchase.

PUMP HOUSING, SILICONE GASKETS & SUCTION CUPS

Yes! These parts can be purchased on pioneerpet.com

#3025 - Pump Housing

#0258 - Pump Housing Suction Cups (3 Pack)

#0253 - Ceramic & Stainless Steel Fountain Silicone Gasket

#0375 - Plastic Fountain Silicone Gasket

Some pets take a few days or sometimes a little longer to begin use. Your pet may prefer that the fountain be placed away from their normal feeding area. Try plugging it in somewhere else, such as the laundry room, bathroom, or another corner of the kitchen. You may also leave the fountain unplugged until your pet starts to drink; later, you can plug in the fountain so that the water maintains its freshness.

You can also leave a regular bowl next to the running fountain so that your pet gets used to the sound and moving water. Then after a few days, remove the regular bowl of water and see if they begin to use the fountain.

It can also be helpful to adjust the water flow lever on the pump to a slower setting until your pet becomes more comfortable.

The fountain and pump are warranted to be free of manufacturing defects for (1) one year from the date of purchase. However, if proper pump maintenance is not followed per page 9-10 of the instruction manual the warranty will be voided. Please retain your dated sales receipt as proof of purchase. For more information regarding product warranty or technical support, please submit an email to info@pioneerpet.com.

You can watch a video of the pump cleaning process on our website:  https://pioneerpet.com/video-instructions/ 

Stainless Steel (SS) Fountains

• SS can help protect pets against bacterial infections and feline acne • The fountains are made from SS304 stainless steel
• Manufactured in China
• Chemical composition is checked every production run
• SS is rust resistant, not rust proof

Ceramic Fountains

• Ceramic can help protect pets against bacterial infections and feline acne
• The fountains and glaze are made from food grade, lead-free ceramic
• High-fired ceramic is less porous

Plastic Fountain

• Plastic fountains are made from food grade and FDA-approved ABS (Acrylonitrile Butadiene Styrene). ABS has no known carcinogens or negative health effects
• Recyclable
• BPA and PFAS free

Pumps

• With the flow control lever set to maximum, it takes 56 seconds for one revolution of water and cycles roughly 40 GPH (gallons per hour)
• UL Listed pump is with the UL Certified models found under File E327229
• The cord measures 6 feet
• The pump is 12 volts and it comes with a 120-volt power source that draws 2 watts – less current than a night light.
• Pump Input – 120V AC 60Hz 50mA / Pump Output – 12V AC 200mA

Filters

• Although not stamped, filter casings are recyclable.
• BPA and PFAS free
• When inserting a #3003, the white side should face away from the pump.

The assembly instructions can be found on the sticker located on one of the base pieces.

1. Use the wooden dowels to connect the two base pieces together. Important: make sure that the sides of the base piece that have recessed holes are facing the same direction.
2. Insert the screws through the recessed hole side of the base. The screws must be inserted into the side with the recessed holes in order for the screw to be fully into the base piece and not touch the floor. If the screws are inserted into the side without recessed holes, this is when the post can be wobbly or potentially scratch the floor.

Watch an assembly video here: https://pioneerpet.com/video-instructions/

We're so sorry that your post was damaged during shipping! Please contact the retailer from where the product was purchased to exchange the product.

You can also contact info@pioneerpet.com for further assistance regarding replacement parts

The small hardware packet is attached to the side seam of the sisal post, usually underneath the cardboard box.

If you are unable to locate the hardware packet or if it is missing from the post, please send your shipping address to info@pioneerpet.com

Yes we do! We understand that sometimes accidents happen and the Scratching Post can get damaged at home or during a move.

Please email photos to info@pioneerpet.com if you need assistance identifying the part you need.

Please call Customer Service Mon-Fri 7am - 3pm @ 262-376-0768 to order replacement parts:

• Top piece:  $5 plus shipping cost to your zip code
• Bottom piece:  $5 plus shipping cost to your zip code
• 2-Piece Base w/ Hardware: $10 plus shipping cost to your zip code

Sisal is an excellent choice of material with which to cover a scratching post. It is made from the Agave sisal Ana plant that is native to southern Mexico but can be cultivated to grow in many places around the world. The material is sustainable and biodegradable. It is also used to make carpets and rugs. When it is used for scratching posts, sisal is strong and rough, with a similar consistency and feeling for your cat as tree bark, a favorite scratching substrate for wild felines. Sisal is quite durable, and it can last on your scratching post for years before needing to be replaced.

WHY SISAL?

Cats love a good surface to dig their nails into – they naturally are drawn to scratch on rough surfaces to trim and hone their claws, and sisal provides a durable covering.
Using a carpeted post can send a mixed message, leading your cat to think scratching a carpeted surface is okay.

1. Try laying the scratching post on its side to see if your cat will use it this way first. Once they have started using it, try standing it upright.
2. If you have another scratcher, place this one next to it. Remove the old post after several days to see if the cat will use the scratching post.
3. Try using a laser pointer or another favorite toy on the scratching post to encourage them to climb on it.
4. Use catnip as a lure to introduce the post to your cat – rub the catnip right into the rope so that your cat can smell the scent they love (if your cat is into catnip). Once your cat has been attracted by the catnip and is showing interest, scratch your nails gently along the surface of the rope. (NEVER take your cat by the paws and drag them to the post and mimic a scratching motion with their feet.)  Don’t force your cat to come to the post – allow your cat to investigate what you’re doing. Your cat will love the sound and will want to make the same noise. This will help teach your cat where to scratch. Once your cat begins to scratch, PRAISE your cat.  Reward with a food treat – most cats love treats! For more motivation, place a treat on the top of the post.
5. If your cat is using a certain corner of the couch (or other furniture) to scratch, put your new post close to the area of the scratching target. Cover that area with Sticky Paws™ (available at pioneerpet.com) or use double-sided tape. This will deter your cat from scratching the couch – with the post placed next to the inappropriate scratching target, your cat will use the post to scratch instead. Shower lots of praise on your cat when you see them using the Ultimate Scratching Post to reinforce this positive behavior. Once your cat uses the post regularly, slowly move it to the area where you want it to be located. Continue to use the Sticky Paws (or double-sided tape) during and shortly after this transition to ensure your cat doesn’t revert to a bad habit.

Please let us know if one of these works for your cat! 

For more helpful tips and cat behavioral information, please visit www.catsinternational.org 

SmartCat Litter can be purchased in many local pet stores or through online retailers.

• Looking for a retailer near you? Please visit our retail locator here: https://pioneerpet.com/litter/ Please note, there may be pet stores that carry SmartCat Litter that are not currently on the litter locator. For this reason, we recommend contacting your local pet store to inquire whether the litter is carried at their location. If not, perhaps you could recommend they carry it.
• Want to shop online or set up an auto-ship? Find SmartCat Litter on amazon.com or chewy.com

That being said, cats (or any animal) should avoid consuming litter. Customers whose cats are fond of snacking on the litter have opted to mix in some bentonite litter to deter munching on the litter. However, if nothing deters your cat from eating the litter, we suggest trying our SmartCat Lightweight Litter as an alternative. 

Yes! All our SmartCat Litters are safe for both kittens and adult felines alike! Our lightweight litter, while having 50% clay, the clay (silica) is mined in the USA and is a different type of silica that is not harmful to humans or pets.

Our Grass litter and Corn + Wheat litter are biodegradable and while we cannot make a claim on the packaging due to restrictions imposed by each community, it would be flushable in areas in which it is legal to do so. We recommend you reach out to the company that services your septic system to find out if you're able to flush the litter.

SmartCat Grass and Corn + Wheat Litter are biodegradable and compostable. Please be sure to remove all pet waste before composting . Cat feces can carry things a lot scarier than just bacteria like E. coli. Cats that are infected by the protozoal parasite Toxoplasma Gondi readily shed this parasite in their stool. Once shed into the environment, it can easily infect other animals and people as well.

Please do not compost litter near water sources or fruit/vegetable gardens. We would recommend that if you compost the litter that you should be covering up the litter.

At Pioneer Pet we do take the environment very seriously, as well as the health and safety of our feline friends. We are very concerned with plastic waste. The plastic packaging of our fountain filters and other products are recyclable.  Recyclable packing for the litter is something our company is actively looking into and we would love your feedback. 

Because our litter is made from 100% all natural grains, it is essential that our bag keeps moisture out to keep it from spoiling or clumping before it is used. If we were to switch to a recyclable bag that works for our litter, another concern is that the cost of the bags would be much higher than our current bags.

If recyclable packaging is very important to you and you would be willing to pay more for the litter in recyclable packaging, please let us know at info@pioneerpet.com! We greatly value customer feedback.

We use heat and pressure to make our cat litter. So you could say that we are 'cooking the grain'. When the seed goes through the extruder machine, sometimes the shell can burn a tiny bit and that is what is creating the black spots in your litter. This is the same way we have been making our litter for the last 10 years. This doesn't happen very often but it is normal and can vary from batch to batch.

It all has to do with the weather! We use Milo, or food grade Sorghum, grown in the Midwest because it is the whitest sorghum variety. If there is a lot of rain during the period when the farmers are harvesting, it can make the outside shell darker than if it doesn't rain. Have no fear, the color of the litter doesn't have any impact on the amazing clumping quality of our litter. 

• Use a high sided litter box. Lightweight and Natural litters have lighter content than the heavy clumping litters and can get kicked out of the box much easier.
• Use a large litter mat such as our Ultimate Litter Mat for catching tracked litter.
• Place at least 3” to 4” of litter in the litter box. Most cats will dig in the litter box before eliminating.  Our litter is designed to be used at a minimum of 3 inches. When the proper depth of litter is maintained, you will find cleaning the box to be hassle free and take much less time than other litters.
• Scoop your litter box clean every day but wait about 20 minutes after your cat has used the litter to allow the litter to clump firmly.
• Some cats urinate in the same spot every time. It may help after scooping the box clean to leave extra litter piled up in that spot for greater absorption, when the cat uses it repeatedly before daily cleaning.

For more helpful tips and cat behavioral information, please visit www.catsinternational.org 

Our 100% sorghum grass litter is sourced from US Midwestern farms following normal farming procedures. They do use fertilizer on the crop. Also, they may need to use herbicides, pesticides and fungicides if needed in raising the crop however Pioneer Pet has a very vigorous process and only accepts safe and certified products.

• Murphy Oil Soap is a wood cleaning product that can be safely used on any wooden surface. Dilute it in water for mild cases, or apply it straight to the wood for stickier residue. Wipe the wood with a soft cloth to remove the sticky residue. Rinse with clean water and a clean cloth.
• Pam cooking spray? Spray on and let it sit for 10 minutes and wipe off!
• Warm the adhesive with a hair dryer (depending upon what type of surface it is applied to)
• Goo Gone (this is a product sold in store for adhesive removal)

We're sorry that Sticky Paws did not work out for you. Please note, we do have a disclaimer on the package that indicates that Sticky Paws may not work on all surfaces.

We acquired the brand Sticky Paws around 10 years ago. Since then, some of the newer stain resistant fabric that has come out does not hold the stick of the product as well. If you recently purchased this you can return it to your place of purchase for a refund. Or you could try placing the Sticky Paws on the ground near the piece of furniture you are trying to deter them from scratching.

We hope you will consider us again in the future for other product needs.  We have many products that are wonderful for cats and dogs.

Kitty’s Garden seeds are organic and are sourced in the United States. The four types of seed used include oats, wheat, rye and barley grasses.

Cats need fiber in their diet to aid in digestion and to provide balanced nutrition; Kitty’s Garden grasses provide this important aspect for digestion and health.

Although the white substance that might appear on top of the soil looks like mold, they actually are fibers from the seeds reaching out to collect moisture. The grass that sprouts is safe for cats to eat and does not contain mold

1. Pour 3 ounces of warm water onto each peat pellet in the growing compartments. Note: Make sure there is one peat pellet in each compartment.
2. Wait 10 minutes to absorb the water. Add more water as needed.
3. Remove about 1 teaspoon of soil from each pellet and set aside
4. Pour all the seeds from bag and disperse evenly into all compartments.
5. Using the soil that you set aside in step 3 cover the seeds and lightly pack down.
6. Add water if necessary to keep soil and seeds moist.  Drain any excess water from the bottom tray.
7. Do not allow the seeds to dry out. Lightly mist your garden daily to keep the seeds moist.
8. Keep in a location that is between 65-70° F. – Some seeds will sprout faster than others.
9. When the grasses are 3” – 4” tall, you can treat your kitty to its garden!

Pioneer Pet products are available for purchase in many locations outside of the US. Please email info@pioneerpet.com to request contact information for the distributor closest to you. The distributor will be able to direct you to retailers near you.

We are sorry for the inconvenience but the reason is that Washington currently has a law where it makes our company pay the retail sales tax to them for any sales sold directly to a customer in WA. Since almost all of our products are sold either in local pet stores or through our online retailers such as amazon.com or chewy.com, we direct our customers there. Should a customer need a replacement part that is not available through retailers, please contact info@pioneerpet.com for assistance.

Unfortunately, returns and/or refunds can only be issued from the business where the item was purchased. Please contact the business from which the product was purchased to learn more about their return policy.

Orders placed on pioneerpet.com or placed over the phone are shipped via USPS or UPS and usually arrive in about 3-5 business days.

The tracking information for your order can be found on the copy of of the invoice that is emailed to you at the time of shipment.