FAQs
Shipping
- Where are my products coming from?
- Where do you ship it and how much does it cost?
- How long will it take for my order to be delivered?
We want to make sure you get your order as quickly as possible while keeping costs down so we can always give you the best deal.
We process orders within two to three days from the order date Mondays through Fridays. The order is then shipped the next day after processing. Please note that we do not ship orders over the weekend.
After successfully delivering tens of thousands of orders to happy customers around the world, below are the typical time frames we have observed.
Depending on your location, it may take anywhere from 10 to 30 days for your items to get to you. This primarily depends on your local customs and import procedures. Below are the most typical time frames for your region:
|
Location |
Estimated Shipping Time |
|
The United States |
9-20 days |
|
Canada, Europe, Middle East |
9-30 days |
|
Australia, New Zealand |
9-20 days |
|
Mexico, Central America, South America |
9-60 days |
*Please note that order delivery times can be affected by holidays, weather conditions, customs laws and other variables out of your or our hands. Please understand that we cannot be held responsible for these situations.
- Who is responsible for getting my order through Customs & Regulations?
Please note that you are responsible for checking your local mail regulations and laws for restricted items. Since we ship to 50+ different countries, we cannot be held liable for any items that are not accepted due to the laws of a specific country.
Tracking
- How can I track my order?
We will send you an email with a tracking code for your order within 8 to 10 business days of your order date. This email will let you know how to track your package.
This is due to the global logistics and shipping required to get your products to you and still keep your order and shipping costs low.
Please contact us if you do not receive tracking confirmation within the timeline described above.
- Why can’t track my order?
It may take anywhere from 3 to 9 business days for the tracking information to be displayed due to Customs and Regulations. If the tracking number is not found after this time period, here are some possible reasons:
- The shipping company has not supplied us with the most recent delivery information
- The tracking information supplied to us is wrong, so we will update it.
- The order has already been delivered a long time ago and the shipping company has removed it from its systems
*We suggest that you contact our Customer Service department for those situations and we will provide you with your tracking number via email or chat.
We will also contact the shipping company on your behalf to get any other information we can for you to help you get your items in a timely manner.
Even though you may not see a shipping update, your package is typically already on its way to you. Give it a few more days and you'll usually get it.
- The courier tried to deliver the package but I wasn't at home. What should I do now?
Please contact your shipping company. What they usually do is attempt to deliver it again the next day or give you a special tracking number for you to pick up the package locally. To check with the postal carrier, please check the tracking code information.
- I ordered multiple items but I did not receive all of your items. What should I do?
Feel free to contact us. Usually the order is split into several parcels.We work very hard to bring you the best deals at the best price so you can save money! In order to “hook you up” we may ship items from multiple locations around the world that can take longer than usual for the items to make it to you. Please allow some time for all of your items to arrive based on the information shared on this page.
- I tracked my order and the status says “Return to Sender.” What should I do now?
In the event that the package is returned back to us, you will need to contact our Customer Service team by emailing us. We will be happy to arrange a replacement for you.
If an item was returned to us for to unsuccessful delivery due to the recipient's being unable to follow-up or submit the necessary requirements or notification to the courier, we will not be able to process a replacement for you. In that case, you may need to place your order again.
- The tracking site says my order was Delivered but I haven’t received it yet. What should I do?
Please note that we provide a tracking number for each customer for each order. It is the customer’s responsibility to track down their orders and where they are. Kindly contact your local shipping company or postal office to find out if the package has arrived at your location.
We are not responsible for any stolen packages or those misplaced by a Shipping company. Feel free to contact us for further assistance.
- Are there any other important additional details regarding delivery that I should know?
Your local customs office may require additional documents and may need more time to clear your package which may delay the estimated delivery time. Your order will be delivered to you by the local post office, a local courier, or an international shipping company.
Depending on your location, most orders will be delivered by your local postal company so you will receive your package in the regular mail. If you are not home when the package is delivered, the shipping company may leave the order by your door, or a notice card may be left by the postal service to advise on how and where your delivery can be picked up.
- Will I be charged with customs and taxes?
The prices displayed on our website do include taxes, which means you MAY be liable to pay for duties and taxes once you receive your order, usually depending on the country of delivery.
Additional import taxes, duties and related customs fees may be charged to you once your order arrives at its final destination. Specific decisions regarding Customs are primarily determined by your local Customs laws.
We cannot be held responsible for the payment of these Customs, duties, or tax charges. We are also not responsible for delays caused by the Customs Department in your country. For specific details on charges and delivery timelines, please contact your local Customs Office.
- What should I do if I didn’t receive an order confirmation email?
We always recommend to our valued customers to check SPAM/FOLDER if you have not received an order confirmation. If you still do not see it there, please feel free to contact our customer support and we’ll send it again right away.
- How do I cancel an order?
If you need to change or cancel your order, please contact us immediately via our email. You must cancel your order within 24 hours of placing your order.
This is because we process and ship orders quickly (so we can keep you happy!). Once our warehouse has processed your order, unfortunately we will not be able to make any changes to your order because it’s already on its way to you.
- How secure is my personal information with your company?
Purrfect Puppy adheres to very high industry standard security best practices to protect your personal information. Your credit card information and personal details are encrypted during the transaction transmission using SSL (Secure Socket Layer Technology) and PCI compliance Level 1.
This is the most widely used standard on the Internet for payment processing. Lastly, we do not sell, lease or otherwise distribute any personal customer information.
Returns
- What is your Return Policy?
We strive our best to make you happy with every order. If there’s something that you’re not happy with in regards to your order (defective product, incorrect order or quantity, product damage during shipping, etc.) please contact us first prior to acting individually.
- Further information is available on our Refund and Return Policy.
We will be happy to assist you with your specific case and if your return is approved we will send you a replacement within 48 to 72 hours. Please do not return anything before contacting our Customer Service team by emailing us. We reserve the right to deny any return request.
- When are you not able to return my order?
If you accidentally placed an order with the wrong item/address, you will need to contact our Customer Service by emailing us.
You’re not eligible for a return in the following situations:
-The product is not broken or it isn't defective or is damaged due to use or neglect.
-The product is not in the same condition as when you received it.
-The product received is the correct ordered item.
- How long does the return process usually take?
Generally speaking, processing returns takes 7 to 15 business days from the day we have received your return request. Our Customer Service team will contact you to keep you updated.
Please contact our Customer Service team by emailing us if you need help with anything else and we would be happy to help.