How long does it take to receive an order?
Our processing time is 24 hours. After your order is fulfilled, you will receive an e-mail with a tracking number. Orders are shipped with USPS and UPS Ground Shipping. We are located in San Diego, CA and our products are shipped from this location.
Do you offer expedited or overnight shipping?
You can select expedited, overnight and express shipping at checkout. You can pick your carrier and see the estimated arrival date of your purr-chase.
What is your return policy?
Whether you're seeking a refund faster than a cat can pounce on a laser dot, an exchange to find the purr-fect fit, or a store credit for future feline-friendly shopping sprees, we've got you covered. Our return process is so smooth, it'll leave you feline fine in no time. Simply send us an e-mail at info@pursandwhiskers.com and we'll be happy to help! Check our return policy for more information.
The package did not include a receipt. Can I still return it or exchange it?
Yes, the order confirmation e-mail you receive after placing an order serves as your receipt.
Do you offer gift wrapping or gift receipts?
We offer gift wrapping, greeting cards and customized messages. Leave us a note at checkout and add gift wrap to the product you wished to be wrapped. The packing slip on all orders does not include the price of the items, so it's purr-fect for gift giving!
Where can I find a tracking number for my order?
After your order is fulfilled you will receive an e-mail notification with a tracking number and carrier information. If you have not received a shipping confirmation, please check your spam folder or reach out to us at info@purrsandwhiskers.com.
Will my order come in a single shipment?
We ship our products as fast as possible. As a result your order may come in multiple shipments. If you have selected gift wrap, the entire order will be gift wrapped and shipped in a single shipment.
My order shows as delivered, but I did not receive the package. What should I do?
In these situations, we often find a package was placed in an unexpected area at the delivery address, like the back door, or even a neighbor's house. Other times, this can just be a tracking update error on the carriers' side of things! Since we don't handle the packages directly, it's hard for us to know exactly what happened here 😞 We highly recommend making sure the package was not delivered in an unusual spot or left at the front office if applicable. If the package is still not found, we recommend waiting for a couple of business days for the tracking update to get sorted out. If after 2 business days the package is still missing, we recommend speaking with your local Post Office about the shipment! You can give them a call and provide the tracking number. Sometimes they can even look up the GPS coordinates for the delivery 🚚 What we can do on our end is issue a refund or re-ship the package. If after 2 business days the package is still missing, please send us an e-mail at info@purrsandwhiskers.com and we'll take it from there!