Shipping policy

PurrWell – Shipping Policy

Last updated: April 3, 2026

Contact: support@trypurrwell.com

We want your PurrWell order to arrive quickly, safely, and with full transparency at every step. Please read the following information carefully so you know what to expect after placing your order.

1. Order Processing

All orders are processed within approximately 2 business days of payment confirmation. Business days are Monday through Friday. Orders placed on weekends or public holidays will begin processing on the next available business day.

You will receive an order confirmation email immediately after purchase. Once your order has been dispatched, you will receive a separate shipping confirmation email containing your tracking number and a link to track your package.

During promotional periods or high-demand seasons, processing times may be slightly longer. We will notify you if there is an unexpected delay.

2. Delivery Times

After dispatch, estimated delivery times are as follows:

  • Standard delivery: 2–7 business days

Please note these are estimates based on average carrier performance and are not guaranteed delivery dates. Actual delivery times may vary depending on your location, the carrier, customs clearance for international orders, and circumstances outside our control.

We do not currently offer express or guaranteed next-day delivery options.

3. Shipping Costs

Shipping costs are calculated at checkout based on your delivery address and order contents. The exact shipping cost will be displayed before you confirm your order — there are no hidden fees.

Free shipping promotions are applied automatically at checkout when your order qualifies. Check our current promotions on the product page.

4. Order Tracking

Every PurrWell order is sent with a tracking number. Once your order has been dispatched you will receive a tracking link by email. You can use this link to monitor the status of your delivery at any time.

If you have not received a tracking email within 3 business days of placing your order, please check your spam folder first, then contact us at support@trypurrwell.com with your order number.

5. Shipping Address

Please ensure your shipping address is entered correctly at checkout. PurrWell is not responsible for orders that are delayed or undeliverable due to an incorrect or incomplete address provided by the customer.

If you notice an error in your shipping address after placing your order, contact us immediately at support@trypurrwell.com. We will do our best to update the address before dispatch, but we cannot guarantee changes can be made once the order has been handed to the carrier.

6. International Orders and Customs

We ship to select international destinations.

  • Your order may be subject to customs inspection and import duties or taxes imposed by your country's customs authority.
  • Any customs duties, import taxes, or brokerage fees are the sole responsibility of the customer. PurrWell does not collect or prepay these charges.
  • Customs processing may add additional time to your delivery beyond our estimated timeframes.
  • We are required by law to accurately describe the contents and value of international shipments on customs declarations. We cannot mark orders as gifts or undervalue them.

If you are unsure about the import regulations in your country, we recommend checking with your local customs authority before ordering.

7. Failed Delivery Attempts

If the carrier attempts delivery and no one is available to receive the package, they will typically leave a delivery notice with instructions for collection or rescheduling. It is your responsibility to follow up with the carrier using your tracking number. Packages that are returned to us due to failed delivery attempts or uncollected parcels may be subject to re-shipping fees.

8. Lost or Stolen Packages

If your tracking information shows that your order has been delivered but you have not received it, please do the following:

  • Check around your property and with neighbors in case it was left in a safe place.
  • Check with other members of your household.
  • Allow 2 additional business days as carriers sometimes mark items as delivered slightly early.

If your package is still missing after taking these steps, contact us at support@trypurrwell.com with your order number and we will open an investigation with the carrier. We will work to resolve the situation as quickly as possible, which may include resending your order or issuing a refund depending on the outcome of the investigation.

PurrWell is not responsible for packages confirmed as delivered to the correct address that are subsequently reported stolen. We recommend contacting your local postal authority or filing a police report in such cases.

9. Damaged Packages

If your order arrives visibly damaged, please do the following before accepting or opening the package where possible:

  • Take photos of the outer packaging showing the damage.
  • Note the damage with the carrier at the point of delivery if possible.
  • Contact us at support@trypurrwell.com with your order number and photos within 48 hours of delivery.

We will assess the situation and arrange a replacement or refund promptly.

10. Subscription Orders

Filter subscription orders are processed and shipped on the same schedule as standard orders. Your subscription renewal will be charged on your renewal date and your filters will be dispatched within approximately 2 business days thereafter. You will receive a shipping confirmation with tracking for every subscription dispatch.

11. Contact

For any questions or concerns about your shipment, please contact our support team at support@trypurrwell.com. Include your order number in all correspondence so we can assist you as quickly as possible.