Frequently Asked Questions

FOUNTAINS/PUMPS

Cleaning the Fountain

Water stains/scale on the fountain can be removed. Possible solutions include:

• Pour a generous amount of vinegar onto a soft scouring pad.
• 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 wipe clean.
• 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.
• Buff with a cloth dampened with club soda.

Filters

Filters should be used and replaced regularly even if distilled or pre-filtered water is used. Which filter style do I need to order?

• #3002: 3005, 3005W, 3009, 6022, 6022W, 6023, 6023RG, 6027
• #3003: 3004, 3040, 3044, 6024
• #3039: 3046, 3047
• #3091: 6033, 6034, 3075, 3076

Flow

The lever located on the front panel of the pump regulates the rate of flow; the maximum or “+” (to the left of the lever slot) creates the strongest flow. Please note that the flow set at this level can causing splashing; moving the lever to the right will decrease the rate of water flow – the minimum or “-” (to the right of the lever slot) creates the mildest flow.

Foam/Slime/Bubbles in Fountain

Excess proteins and other organic compounds left behind by bacteria (from cats’ saliva and/or food residue) can form a slick layer on the surface of the water, which then creates foam/slime when churned up by the splashing water. Temperature and humidity in the house can also contribute to the development of foam/slime. A thorough cleaning with a solution of vinegar and water – as well as soaking the pump in the same solution – will remove this build up.

Decreased air flow may result in bubbles appearing in the fountain and may be caused by a dirty filter. Unplugging/plugging in the pump and pouring water over the spout can also reduce the appearance of bubbles.

Leaking Fountain

The leak likely 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.

After cleaning the pump and changing the filters, placing the pump housing in the bowl and then placing the top over the housing can help ensure that the top of the fountain is properly aligned.

Noisy Pump

Several situations can cause the pump to become noisy:

• Low Water Level: The water level should always be maintained above the minimum water line indicated on the inside of the bowl.
• Pump Flow Too Low: Increase the rate of water flow using the lever located on the front panel of the pump; the maximum or “+” (to the left of the lever slot) creates the strongest flow.
• Dirty Pump: Disassemble the pump as required for cleaning; when reinserting the impeller, spin it several times.
• Misalignment: Ensure is the top is aligned correctly with the bowl; if the fountain includes a pump housing, the spout of the pump should be centered in the housing spout. The pump/pump housing spout should be centered in the opening of the fountain top.

Pet Won’t Use Fountain

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.

Pump Not Working

Cleaning the motor is essential to the longevity of the fountain as well as the cleanliness of the water. A video of the cleaning process is available on youtube.com; search for “Pioneer Pet Raindrop Fountain.” You can also access the video by visiting our website: /video-instructions/.

Pump Not Working – New Fountain

Occasionally the impeller becomes disengaged from the magnet during shipping, which will affect the function. A video of the cleaning process is available on youtube.com; search for “Pioneer Pet Raindrop Fountain.” You can also access the video by visiting our website: /video-instructions/.

Safety

UL Listed pump is with the UL Certified models found under File E327229

Type of Water

Any type of water is suitable for use in the fountains. Filters should be used and replaced regularly even if distilled or pre-filtered water is used.

Water Splashing Out of the Fountain

Excessive splashing can result from:

• Low Water Level: The water level should always be maintained above the minimum water lines indicated on the inside of the lower bowl.
• Misalignment: Ensure is the top is aligned correctly with the bowl; if the fountain includes a pump housing, the spout of the pump should be centered in the housing spout. The pump/pump housing spout should be centered in the opening of the fountain top.
• Pump Flow Too High: Decrease the rate of water flow using the lever located on the front panel of the pump; the minimum or “-” (to the right of the lever slot) creates the mildest flow.

Fountain/Pump Technical Specifications

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

• Pump body measurements: 1-7/16″L x 1-7/16″W x 1″H (1.5” w/spout)
• 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
• Constructed of BPA- and PFAS-free ABS (Acrylonitrile Butadiene Styrene). ABS has no known carcinogens or negative health effects
• 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

Pump Housing

• BPA and PFAS free
• Top rack dish washer safe

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.

KITTY’S GARDEN

Fiber

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.

Formaldehyde

The sticker indicates that we are compliant with California laws regarding formaldehyde regulations. Formaldehyde is produced by plants, animals, and humans; the amount found in the Kitty’s Garden box is less than what naturally occurs in the environment.

Growing Instructions

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 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 as 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!

Mold

Although the white substance that might appear on top of the soil looks like mold, they are fibers from the seeds reaching out to collect moisture. The grass that sprouts is safe for cats to eat.

Number on Seed Bag

The lot number on the seed bag is the packaging date (month/year), and the seeds should be good for about a year. The seeds can still be planted after a year, however the germination rate decreases. A cat would not become ill eating grass grown from older seeds.

Seeds

• 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.

Specifications

The date printed on label on the bottom of the box is the box manufacturing date.

LITTER

Biodegradable

Our cat litter is 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.

Chemicals/Pesticides

Depending on the season and where in the United States the grass is grown, in some cases herbicides may have been used prior to harvest. We do regularly test the litter; per our third-party testing: “SmartCat All Natural Litter was tested for residual herbicides and heavy metals (done annually or per customer requirement). No detectable levels have been found in previous analysis.”

Eating Litter

We focus on developing safe and effective products for cats – their health and well-being are our company’s top priority. Unless your cat has a grass allergy, no harm should result from eating the litter. However, our understanding is that eating litter can be symptomatic of a health issue and suggest that you bring your pet to the vet.

Grain Mites

Grain mites are pests that infest dry food products such as cereals, flour, grain, corn and cheese; they grow well in dark and humid conditions (http://www.onlinepestcontrol.com/grain-mitecontrol/).

Neither the mites nor the eggs would survive the manufacturing process for our natural litter; should some mites or eggs somehow manage to survive at the time of packaging, grain mites cannot survive with if the grain moisture drops below 13.4%, which means they would not survive inside the packaging.

As an important note though, the litter could be a food source for the grain mites “if” the litter box is maintained in a hot, humid, and dark location. Storage of the litter box in a cool, dry, and lighted area would keep the grain mites out of the litter, and from what I have observed, that’s a storage recommendation made by all litters.

Store Locator

Search online for locations that carry SmartCat litter: /smart-cat-litter/

We also sell on Amazon, Chewy and pioneerpet.com

Tips

• 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.
• 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 2 ½ inches.
• 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, especially if a cat uses it repeatedly before daily cleaning.
• 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.
• A good mat for catching the tracked litter, placed at the box opening, is recommended for when a cat leaves the box. (Try the Ultimate Litter Mat or Ultimate Litter Mat XL.) The area around the litter box must be maintained as well. The mat can be shaken over the box when scooping is done to put litter back into the box for use.
• This litter eliminates scraping of litter on the side of the litter box. Allow the litter to properly dry and the litter clump will actually pull away from the side of the box.
• When the proper depth of litter is maintained, cleaning the box to be hassle free and take much less time. You will find that your scoop just floats through the box with almost no effort.
• This litter will naturally attract your cat to the box. It is very friendly to paws, and cats will find digging, eliminating, and covering effortless – and you will find cleaning and maintaining the box to be equally as simple.

Which Grasses

Our SmartCat All-Natural Litter is made from 100% non-GMO sorghum, is 99% dust free, chemical free, clay free, fragrance free, paw soft and safe, biodegradable and renewable.

Additional Facts

• Sorghum has a high starch content; this property, in addition to a specialized production process, provides the clumping quality of our litter.
• The litter is gluten free and produced using food-grade biodegradable sorghum.
• The bag is not recyclable.
• SmartCat Lightweight Clumping litter is a mix of 50% sorghum/50% clay.
• Aflatoxins result from a wide-spread fungus; sorghum, however, is among the types of plants that are usually resistant to aflatoxin contamination (https://www.ncbi.nlm.nih.gov/pmc/articles/PMC5240007/). To date, no outbreak of human illness caused by aflatoxins has been reported in the United States (https://www.cancer.gov/about-cancer/causesprevention/risk/substances/aflatoxins).

LITTER BOX

Availability

Litter boxes may be purchased online from Amazon and Chewy as well as from local retailers; prohibitive freight costs prevent shipping this item directly from our warehouse.

LITTER MAT

Cleaning

The Ultimate Litter Mat is machine washable – use the gentle cycle; hang to dry. If using clay litter and a ball of litter has formed that does not disintegrate, cover the clump with a piece of cardboard and strike it several times; this should break it into smaller pieces that can then be removed. A quick shake the mat once a week or so should also prevent litter build up.

SCRATCHERS

Formaldehyde

The sticker indicates that we are compliant with California laws regarding formaldehyde regulations. Formaldehyde is produced by plants, animals, and humans; the amount found in the Ultimate Scratching Post box is less than what naturally occurs in the environment.

Replacement Sisal

To ensure the safety of our feline friends, the sisal covering is attached during the manufacturing process and therefore replacement fabric is not available.

If additional details are needed: The post is manufactured by joining together two separate sisal covered pieces – this prevents any staples from being exposed as well as ensuring that the sisal fits snugly to the post. Replacing the sisal would entail breaking the post apart, which would damage it.

Tips

• To introduce the post to your cat you can use catnip as a lure: Rub the catnip right into the rope so that the cat can smell that wonderful smell. Once your cat has smelled 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 – cats love treats. You can also place a treat on the top of the post, to motivate them even more. This post will save your furniture, if a cat is given a place to do what comes naturally to them: SCRATCH.

If your cat is using a certain corner of the couch (or other furniture) for a scratching post, put your new post close to the area of the scratching target. Cover that corner of the couch with Sticky Paw™ (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.

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.

STICKY PAWS

Disclaimer

Pioneer Pet Products, LLC disclaims all warranties, express or implied (including, without limitation, the warranties of merchantability and of fitness for a particular purpose). Sticky Paws®; may damage certain surfaces (including, without limitation, wood finishes, painted surfaces, leather, vinyl, microfiber and wallpaper), so ALWAYS TEST a small piece of Sticky Paws®; on an inconspicuous area before applying. Sticky Paws®; is ineffective on surfaces treated with non-stick and/or stain-repellent products, such as Scotchgard™. Replace weekly. In light of these considerations, it is the user’s sole responsibility to determine whether Sticky Paws®; is fit for a particular application, and to remove Sticky Paws®; promptly from a surface to which it will not adhere and properly discard it. In no event shall Pioneer Pet Products, LLC be responsible for any damage to furniture or any other applications, or for any bodily injury or death to any person or animal. 2012-0412

Product Information

• Made in the USA
• Deters inappropriate elimination/scratching.
• Product should be replaced weekly.
• Manufactured from inert and non-toxic material, transparent, medical-grade adhesive, odor free.

Removing Sticky Residue from Wood

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

GENERAL CUSTOMER SERVICE

Customer Service Hours

You may order online from our website (pioneerpet.com) or you are welcome to call us directly. We may be reached at 866-317-6278 Monday through Friday between 8:00 a.m. and 4:00 p.m. CST.

Return Policy

Products purchased directly from pioneerpet.com may be returned within 30 days for a replacement or refund of your item. To return an item, please print out and complete our Pioneer Pet Return Form and include the Return Form in the box with the items you are returning. Charges for return shipping are the responsibility of the customer.

Replacement Parts – Missing/Damaged

Please email me your shipping address and we will send you a replacement.

Video Links

Many thanks for reaching out to Pioneer Pet. We apologize that you had difficulty accessing the video instructions on our website; here is the link: /video-instructions/. You can also find the video on youtube: https://www.youtube.com/watch?v=r6In40MFuF8.

WHOLESALERS

New Wholesaler Query

Many thanks for your interest in carrying Pioneer Pet products. Please go to our website, pioneerpet.com, click on the About Us link on the top tab, and click on Become a Vendor; you may return your completed application and other documents to Jassi at jassi@pioneerpet.com.