MOST COMMON CONCERNS

DEPTH
SATURATION
ODOR

Depth

What is depth?

Depth is the distance from the top or surface to the bottom.

You will notice that most of our contacts will call, email, and chat in because they are experiencing depth issues. DEPTH, SATURATION, ODOR is greatly connected.
If the Depth is not right, the litter will not last a month, the litter will saturate, it will stink like ammonia, the customer calls, they’d need an additional bag, it would be pricey for them.
Sample Customer Statements:
“My litter is not lasting a month!”

“My litter turned blue and it stinks!”

“The urine is pooling in the bottom. It’s disgusting!”

“I don’t have enough litter in my box.”

How Many Bags Do I need?

Each bag weighs 6lb and typically lasts a month in an average-sized litter box, (12" x 16"). But everyone's household is different! You may need to adjust based on the size of your litter box and how many cats you have.
You need to achieve 2" of depth for 1 cat.
For anything larger than 18"x 13" litter box size, they may need two bags to achieve 3 inches of depth for two cats.
The majority of our members are multi-cat households and we receive feedback that PrettyLitter works perfectly for them! Everyone's household is different so you may need to adjust based on the size of your litter box and how many cats you have. If they share the same litter pan, you need to have at least 3" of depth. Most likely, you need to replace it more often depending on the urine volume of your cats. Ask this follow up question: How many litter boxes do you have and their dimensions?
Note: Not all members have the same set up. Some have bigger cats, some prefer bigger boxes. It’s up to you to find the perfect program for them!

Litter Box Size Comparison

Large litter box: Offer 2 bags for 1 cat- 2 inches depth
3 bags for 2 cats sharing the box- 3 inches depth

Small litter box: (Standard size) Offer 1 bag for 1 cat
2 bags for 2 cats sharing the box

Large Dimensions - 17.5 x 15 x 8.5 inches
Average sized litter box (12" x 16").

PROPER DEPTH AND ODOR CONTROL

Depth Issue Probing Questions

Understanding Customer Needs

Ask About Box Dimensions, Not Size Labels
- Avoid asking customers about the "size" of their litter box, as they may default to saying “medium.”
- Instead, ask for the actual dimensions of their litter box to ensure accurate recommendations.
Determine the Number of Boxes and Cats
- Ask how many litter boxes they have, especially if they are purchasing a multi-bag bundle.
- Find out how many cats are using the boxes to assess the right amount of litter needed.
Provide a Complimentary Bag (If Needed)
- If a customer is unsure about the effectiveness, offer a complimentary bag—but only after ensuring the depth issue is addressed.
- Make sure they receive the correct amount of litter in their next order to maintain the ideal depth for best results.

Note: It is important to understand that our members have different litter set ups. Some prefer bigger boxes, some have more than one cat, some have bigger cats. We must learn how to create the PERFECT SUBSCRIPTION for them.

SAMPLE EMAIL TEMPLATE

CANCEL-ODOR/DEPTH/SATURATION

I understand that you would like to cancel your subscription. I’m sorry to hear you're having odor issues. Saturation/odor control issues usually occur when you don't have enough depth of PrettyLitter to absorb all the urine but there are other potential causes as well. We'd like to know more about your experience. [USE PROBING Q HERE, CHOOSE ONLY THE APPROPRIATE Q TO ASK]We want to make sure you're able to get the full intended experience of our product. Let us know additional details so we can find the best solution for you!I look forward to hearing from you soon!

When you are sure it’s depth issues

Thanks for following up! Not enough litter depth will result in urine getting to the bottom part and will start to pool. This significantly decreases the life of the litter and the effectiveness of odor control and health monitoring.There are many different sizes of litter box, and it seems like the one you’re currently using might be larger than average!Knowing this, I’d recommend using [RECOMMEND BAGS AND FREQUENCY] to make sure the depth of PrettyLitter reaches 2 inches in the box. This will ensure optimum absorption and the longest lifespan of each bag of PrettyLitter. If you’d like to give it a try, I’ll send you out that free bag to test it out! [Another option is to offer a discount if agrees to upgrade]

Things to Remember:

1. Maintaining the Right Litter Depth

Using too much or too little PrettyLitter will reduce its lifespan.
Too much depth affects performance and hinders urine absorption.
Too little depth won’t provide enough absorption, leading to saturation and odor issues.
Recommended depth: 2 inches for one cat, 3 inches for multiple cats sharing a box.

2. Placement of the Litter Box

Avoid placing the litter box in humid areas such as bathrooms or laundry rooms.
High moisture levels cause PrettyLitter to absorb moisture from the air, leading to early saturation.

3. Scooping and Stirring

PrettyLitter is non-clumping, so do not scoop out urine.
Instead, stir the litter evenly 2-3 times daily to distribute moisture absorption.
Only scoop out solid waste (feces).

4. Avoiding Contaminants

Do not add chemicals like baking soda or Febreze, as they can interfere with PrettyLitter's color indicators.
Contaminated litter may give false positive readings for health issues.

5. Understanding Color Changes

Before calling your vet, check if the litter is overly saturated.
If saturation is not the issue but a color change appears, monitor for 24-48 hours.
If the color change persists, consult your veterinarian.

6. Lifespan Expectation

One bag of PrettyLitter typically lasts one month in an average-sized litter box.

By following these guidelines, you can maximize the effectiveness and lifespan of PrettyLitter while ensuring accurate health monitoring for your cat.

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