FAQs

How Does Shipping Work?

ThePurrShop partners with global merchants and artisans in order to provide you the best prices and the most interesting cat products. This means that your order is shipped from global areas such as Thailand, Tibet, China, India, etc. via our partnership with USPS.

Because we ship directly from our partners in these countries, your item may take 4-6 weeks to arrive

**Due to high demand - our current delivery estimates: **
12-24 Business Days to the USA & Canada
18-36 Business Days to AU & UK
30-60 Business Days to Mexico / South America 

Please do not panic if it does not show up immediately, it's on its way :)

We offer free international shipping to everywhere in the world - no matter where you are, you can buy from us! 

How Do I Check The Status Of My Order?

After an order has been placed, it's immediately sent to one of our fulfillment centers where your items ship within 2-5 business days.

You will receive an email confirmation when your item ships. If the tracking does not work, please try again via 17track.net.

Although unlikely, if a package gets lost in transit, we will either resend the package or refund you the full purchase amount.

Tracking Says Delivered - Missing Order

Please check with your neighbors in case one of them received your package by mistake. With apartment complexes make sure to check with property managers or apartment offices as packages may have been left with them. If you have other family members in your household please check with them to see if they received the package on your behalf.

We will do our very best to help assist you, but ThePurrShop does not hold responsibility for packages that are lost or stolen in transit. If you are still unable to locate your package, you must contact your local post office or the courier company to discuss the issue and file a claim with them.

As we have no control once we hand the package to the carrier, a refund will not be granted in cases where the parcel has confirmed delivered.

Cancelling Order After Shipping

If you would like to cancel an order please do so before it has shipped. Normally items are shipped within 2-5 business days of ordering. Unfortunately, we are unable to cancel your order after it has shipped. If you so wish, you may return your order for a full refund. You will find instructions for refunds below.

Why Am I Missing Items?

Because we ship directly from our partners in many countries, sometimes the products in your order are shipped separately from different locations. This means, orders that contain multiple items may be shipped separately. It's possible for your to receive one item before the next.

Don't panic if you don't receive all of your items at once…they will get to you!
 

Do You Offer Refunds?

We offer a 30 day refund guarantee based on the following cases:

  1. You are not satisfied with your purchase because it does not match the product description.
  2. The item has arrived damaged

If the item is damaged, we ask you to please send us photos to highlight the damage. Once we evaluate the photos and agree with the damages assessed, a refund will be processed.

We will provide you with a return address but you will be responsible for return shipping costs. Exceptions apply for accidental orders, we are not held responsible and do not offer a refunds in this case.

Refunds For Accidental Orders?

If you have mistakenly ordered the wrong item or wrong size and the item has not shipped out yet, please email us immediately to make your corrections.

If your item has already shipped, we will offer you to re-order the same exact item at a discounted price. In these cases unfortunately we are unable to offer a refund. But this will allow you to receive the item you initially wanted while being charged much less.

How To Return Items From My Order?

If you wish to process a return, please send us an email at sales@thepurrshop.com and we will provide you with the return address. Return shipping costs are paid by the customer and once we receive your item back at our warehouse you will receive a full refund.