Shipping policy
PurrWell — Shipping Policy
Last updated: 2026.09.10 Contact: support@trypurrwell.com
1. Where We Ship
We currently ship to addresses within the United States only. Orders placed for delivery outside the United States cannot be fulfilled and will be cancelled and refunded.
2. Processing
Orders are processed within 1–2 business days of payment confirmation. Business days are Monday to Friday, excluding public holidays. Orders placed at a weekend or on a holiday begin processing on the next business day.
You will receive an order confirmation immediately after purchase, and a separate dispatch confirmation with tracking once your order leaves the warehouse.
During promotional periods processing may take longer. We will notify you if a delay is expected.
3. Delivery Times
After dispatch, delivery typically takes 3–10 business days.
These are estimates, not guaranteed delivery dates. Actual delivery depends on the carrier, your location, and factors outside our control including weather, carrier backlogs, customs processing and public holidays.
We do not currently offer guaranteed or next-day delivery.
4. Shipping Costs
Shipping costs are shown at checkout before you confirm your order. There are no hidden fees added after purchase.
Where a free shipping promotion is running, it is applied automatically at checkout to qualifying orders. Free shipping promotions are offered at our discretion and may be varied or withdrawn at any time. Any change applies only to orders placed after the change takes effect; it does not affect an order you have already placed.
5. Tracking
Every order ships with tracking. Your tracking link is emailed at dispatch.
If you have not received a dispatch email within 4 business days of ordering, check your spam folder, then contact support@trypurrwell.com with your order number.
6. Delivery Address
It is your responsibility to enter a correct and complete delivery address.
We are not responsible for orders delayed, returned or lost because the address supplied was incorrect, incomplete, or no longer in use. Where an order is returned to us for this reason, we may charge the cost of reshipping.
If you spot an error, email support@trypurrwell.com immediately. We will try to correct it before dispatch but cannot guarantee changes once an order has been handed to the carrier.
7. Failed Delivery
If the carrier cannot complete delivery, they will normally leave instructions for collection or redelivery. Following up with the carrier is your responsibility. Orders returned to us as uncollected may be subject to a reshipping charge.
8. Lost Packages
If tracking shows delivered but you have not received the order:
- Check around your property and with anyone else at the address
- Check with neighbours
- Allow 2 further business days — carriers sometimes scan early
If it is still missing, contact support@trypurrwell.com with your order number. We will open an investigation with the carrier and resolve it based on the outcome, which may include a replacement or refund.
Where tracking confirms delivery to the address supplied, we are not responsible for theft or loss after delivery. We may ask you to file a report with the carrier or local police before we can assist further.
9. Damaged on Arrival
If your order arrives damaged:
- Photograph the outer packaging and the item
- Note the damage with the carrier if possible
- Contact support@trypurrwell.com within 14 days of delivery with your order number and the photographs
We will arrange a replacement or refund. See our Return & Refund Policy.
10. Membership Shipments
Filter Membership orders are processed on the same schedule. Your renewal is charged on the renewal date and filters are dispatched within 1–2 business days after. Tracking is emailed for every shipment.
11. Title and Risk
Title and risk of loss pass to you on delivery to the address supplied at checkout.
12. Changes
We may change this policy. Any change applies only to orders placed after the updated policy is published on this page.
Questions: support@trypurrwell.com