Shipping policy

PURRHAVEN PETS

Last Updated: October 23, 2026

At PURRHAVEN PETS, we understand how exciting it is to receive something special for your feline companion. We strive to provide a reliable, transparent, and convenient shipping experience so your cat's new essentials arrive safely.

This Shipping Policy explains how we process, ship, and deliver orders placed through our online store.

1. Order Processing

We aim to process and prepare orders for shipment within 1–3 business days after payment confirmation.

Business days exclude weekends and public holidays.

During peak shopping seasons, promotional events, or periods of high order volume, processing may take longer than usual.

Once your order has been dispatched, you will receive a shipping confirmation email when tracking information is available.

Please note that order processing time is separate from estimated shipping and delivery time.

2. Estimated Shipping and Delivery Times

We work with shipping and fulfillment partners to deliver orders as efficiently as possible.

Our proposed delivery estimates are:

Shipping Destination	Estimated Delivery Time
United States	7–10 business days
Canada	7–15 business days
United Kingdom	7–15 business days
Australia	7–15 business days
Other supported international destinations	10–20 business days

Delivery estimates begin after an order has been dispatched.

Actual delivery times may vary depending on the shipping destination, product availability, carrier operations, customs clearance, and other logistical factors.

Important: Delivery estimates are not guaranteed arrival dates.

Any specific shipping timeframe displayed at checkout or in your order confirmation will take precedence where applicable.

3. Shipping Fees

Shipping fees are calculated and displayed during checkout based on the available shipping methods, delivery destination, and applicable order conditions.

From time to time, PURRHAVEN PETS may offer promotional shipping discounts or free shipping on qualifying orders.

Any applicable shipping charges or promotions will be clearly presented before you complete your purchase.

4. Order Tracking

Once your order has been shipped, you may receive a shipping confirmation email containing your tracking number and a link to monitor delivery progress.

Tracking information may take 24–72 hours to become available or update after the shipment has been handed over to the carrier.

If your tracking information does not update immediately, please allow additional time for the shipping provider to process the package.

If you need assistance locating your shipment, contact our customer support team with your order number.

5. Multiple Packages and Split Shipments

Some orders may contain products that are shipped separately due to inventory availability, packaging requirements, or fulfillment arrangements.

If your order is shipped in multiple packages:

Items may arrive on different dates.
Separate tracking numbers may be provided.
Delivery estimates may vary between packages.

You will not be charged additional shipping fees solely because we choose to divide an order into multiple shipments, unless otherwise disclosed and agreed upon during checkout.

6. International Shipping and Customs

For international orders, packages may be subject to customs inspections, import duties, taxes, or other charges imposed by the destination country.

Where such charges are not collected at checkout, they may be payable by the recipient, subject to applicable law and the shipping terms disclosed during purchase.

PURRHAVEN PETS is not responsible for delays caused by customs processing or government inspections.

Customers are encouraged to review their local import requirements before placing an international order.

7. Incorrect or Incomplete Shipping Information

Customers are responsible for providing complete and accurate shipping details during checkout.

Please verify the following information before submitting your order:

Recipient's full name
Complete street address
Apartment, unit, or building number, if applicable
City, state, and postal code
Country
Contact phone number

If you notice an error in your shipping information, please contact our support team as soon as possible.

We will make reasonable efforts to update the details before shipment, but changes may not be possible once an order has been dispatched.

Additional shipping charges caused by an incorrect address may apply where permitted by law and appropriately disclosed.

8. Delayed Shipments

Although we aim to meet our estimated delivery timelines, occasional delays may occur due to circumstances beyond our reasonable control, including:

Severe weather conditions
Natural disasters
Customs clearance procedures
Carrier service disruptions
Public holidays
High seasonal shipping volumes
Transportation or logistical interruptions

If your shipment experiences an unexpected delay, we recommend checking the tracking information first.

If your package has exceeded the estimated delivery timeframe, please contact our customer support team.

We will assist in investigating the shipment and determining an appropriate resolution.

9. Lost or Missing Packages

If your tracking information indicates that your package has been delivered but you have not received it, please:

Verify the shipping address listed on your order.
Check with household members or building reception staff.
Look around the designated delivery area.
Contact the shipping carrier for additional delivery details.
Contact PURRHAVEN PETS if the package remains missing.

For shipments that appear lost in transit, our team will work with the carrier or fulfillment partner to investigate.

Where a shipment is confirmed lost before delivery, we will arrange an appropriate resolution, which may include replacement or refund, consistent with applicable consumer protection laws.

10. Damaged Packages or Products

We want every PURRHAVEN PETS product to arrive in excellent condition.

If your package arrives damaged or the product is defective, please contact us as soon as possible after delivery.

Include:

Your order number
Photographs of the damaged packaging
Photographs of the affected product
A brief explanation of the issue

Our support team will review the information and assist with an appropriate replacement, refund, or other resolution.

For additional information, please review our Return & Refund Policy.

11. Order Changes and Cancellations

If you need to modify or cancel your order, please contact us promptly.

We will attempt to accommodate changes before your order enters fulfillment or shipment.

Once an order has been dispatched, modifications or cancellations may no longer be possible.

If your order has already shipped, you may request a return after delivery in accordance with our Return & Refund Policy.

12. Product Availability and Fulfillment

All orders are subject to product availability.

Although we make reasonable efforts to maintain accurate inventory information, occasional stock discrepancies may occur.

If a purchased product becomes unavailable, we will contact you to discuss an appropriate solution, such as:

Waiting for restocking, with your agreement.
Selecting an available alternative.
Receiving a refund for the unavailable item.

We will not substitute a materially different product without your agreement.

13. Contact Us

If you have questions regarding shipping, delivery estimates, tracking information, or a missing package, our customer support team is here to assist.

PURRHAVEN PETS

Customer Support: Contact Us

Please include your order number and a description of your concern so we can assist you efficiently.

14. Policy Updates

PURRHAVEN PETS reserves the right to update this Shipping Policy to reflect changes in our shipping partners, fulfillment procedures, service availability, or applicable regulations.

Any updates will be published on this page with a revised effective date.

Nothing in this policy limits the rights and remedies available to customers under applicable consumer protection laws.