FAQs

General

1. Where do I enter the discount code?

If you have a promo code for a discount, you may only enter it from the checkout page.

2. Why was my discount code not accepted?

Discount codes are only valid on full-priced items and cannot be used on sale, non-branded Purrify items or in conjunction with any other code or promotional offer unless stated. If you are still having problems using your code, please email our customer service team at support@purrify.co.

3. How do I unsubscribe from emails?

In the footer of every email, there will be an unsubscribe button. Click the link and confirm that you would like to unsubscribe. We’ll miss you & your kitty, though!

Shipping

1. I made a mistake on my shipping address, can I change it?

Generally, you can change your shipping address within 24 hours. Make sure to contact us immediately with your order number and the correct address. The more information you provide, the sooner we can change your information. Although we cannot guarantee that we’ll catch your order in time before it enters processing, we will try our absolute best to make the requested changes.

Make sure you type ‘Urgent: Change Order Details’ in the subject line. Any other title may cause delay in the delivery of your order.

Please keep in mind that your order may already have been dispatched. In this case, we won’t be able to send you another one so it’s best to contact the postal service.

2. Will I get a tracking number after making an order?

Yes! All orders will include a tracking number. It will automatically be sent to your email. You can track your order directly on our site by clicking More > Track My Order (on navigation menu)

If you received a shipping confirmation email with your tracking number, it means that your order has been shipped. Tracking numbers can take 5–9 business days to update depending on the shipping carrier. This is usually due to our high volume of orders.

3. How do I track my order?

As soon as your package is shipped, you may receive an email notification confirming the shipment. The email will provide you with the tracking number for your package and a link to the shipping carrier’s website.

If there is a problem with your tracking number or package delivery, please contact the courier directly. Please allow 1–4 days for the tracking information to show up. In some rare cases, the tracking information may not update but you will still receive your order. Please contact us after the estimated delivery time at support@purrify.co.

4. My tracking information shows my package was delivered, but I haven’t received it. What do I do?

We’re very sorry to hear that you haven’t received your package yet. When the tracking information indicates that the package was delivered, this means it was delivered to the shipping address provided at check-out. Please review the options below as it may help with locating your package.

A. Double check your shipping address.

We recommend double-checking the shipping address you entered to ensure it was correct (home number and unit number, if applicable). You can check the shipping address provided at check-out by reviewing your order confirmation email.

Kindly note, in the instance that an incorrect shipping address was provided, Purrify cannot be held accountable for mis-delivered packages. Customers are responsible for ensuring that all information provided at check-out is correct. If you believe your package was delivered to an incorrect address, please try to get in touch with the residents of that address to see if they can accept the package on your behalf.

Otherwise, keep an eye on the tracking information to see if it updates to “returned to sender.” If this is the case, please contact us with your order number and we’ll be happy to ship you another package to your intended address.

B. Check with your household members and your neighbors.

Carriers often deliver to the address rather than the specific recipient. Check if someone else accepted the package on your behalf. Also check with neighbors.

C. Check your mailbox and any safe drop areas around your home.

Carriers may specify on your tracking link where the package was left (mailbox, front door, etc). Please check all possible areas.

Safe drop refers to locations around your premises where the package may be better hidden (porch, near garage, backyard entrance).

D. For businesses — check with the security guard, mailroom, and front desk.

If your shipping address is a business, please check with the mail room/front desk/security.

E. For apartment buildings — check with security or front desk/concierge.

Packages may be delivered to concierge or security.

F. Contact your local post offices.

Sometimes packages are held at a local post office despite tracking showing “Delivered.” Contact the exact local branch (not the carrier’s general line).

G. Wait 24–48 hours for your package to deliver.

On rare occasions, carriers mark a package as delivered before it actually arrives. Please wait 24–48 hours.

If you’ve done all of the above and still do not have your package, please contact us with your order number and we’ll be happy to help further.

Please note: We cannot be held accountable for packages where tracking states the package has been delivered to your order address. If you’ve previously experienced lost or stolen packages where you reside, we encourage delivery to a work address.

5. I think my package was lost or stolen. What do I do now?

Purrify is not responsible for lost or stolen packages. The carrier will generally determine if your order can be left in a safe secure place at your delivery address.

6. I have a military address, can I place an order with you?

Yes! We ship to military addresses. All mail is shipped via USPS to a military base, which then delivers the package to your final destination. For military orders, delivery times can be 15–20 business days.

7. How long does shipping take?

Delivery speed varies by shipping method and destination. Each method has its own handling time/benefits, which you can compare on our Shipping page.

8. Can I ship the products to an address that is different from my billing address?

Yes, definitely! Enter your address as the billing address and the address you wish to ship to as the shipping address.

Order

1. How do I place my order online?

Go to the product page and follow the steps:

Step 1: Click Add to Cart on the products you wish to purchase. The cart will pop up with the total and a checkout button. If it doesn’t open, click the bag icon (top right).

Step 2: Either Continue shopping or click Checkout to proceed.

Step 3: Click Checkout or Express Checkout with PayPal. Complete the form (shipping address, billing address, payment).

Step 4: After placing the order, you’ll see a confirmation page with an order number. We’ll also email you a confirmation. If you don’t see it, check spam and verify your email address.

Step 5: Shipments dispatch from our warehouse within 1–4 business days (excluding pre-order/backorder items). You’ll receive a confirmation and valid tracking number that shows a record within 48 hours. If your order is delayed, contact support@purrify.co

2. Can I buy multiple products in a single order?

Sure! Add all items to your cart and then click Checkout in the cart (bag icon, top right).

3. Can I cancel my order?

The Purrify order process is automated to distribute products quickly and accurately. Once an order has been placed, it cannot be cancelled. Please review your items carefully before completing your order.

4. My order is partly fulfilled. What does this mean?

This is normal. Different items may ship from different warehouses or be delayed due to pre-orders, sale items, or back-orders.

5. I received an email saying that I have to verify my order details. What does this mean?

Our payment system flags potential fraud to protect customers and Purrify. For example, orders with a card issued in a different country than the shipping IP may be flagged. If your order is on hold, simply reply to the email from our Support team with the requested verification.

6. Will I receive my items in one package?

For logistical reasons, items in the same purchase are sometimes sent in separate packages to ensure quality, even if you’ve selected combined shipping.

Payment

1. I recently purchased an item online and now it’s discounted. Can I get the discounted price?

Pricing is subject to change without notice. Orders placed before promotions are not eligible for new promotions/discounts. We reserve the right to cancel any order due to unauthorized, altered, or ineligible use of an offer, and to modify/cancel any promotion due to unforeseen issues.

2. What payment methods do you accept?

We accept major credit cards (Visa, Mastercard, Visa Debit, American Express, Discover, Diners) and PayPal.

We don’t accept checks or money orders. If you prefer not to enter card details, select PayPal at checkout.

3. When will my credit card be charged?

Your card is charged once your order is processed to ship.

Note: depending on your bank, authorization holds may remain for up to 30 days. Debit card daily limits may apply. Purrify may request additional identification; if necessary, we’ll contact you via email.

4. What steps does Purrify take to prevent credit card fraud?

We never store your credit card information at Purrify. Transactions are processed via secure, encrypted third-party payment processors. Your checkout experience is protected by industry-standard 128-bit SSL encryption. Our payment partners monitor transactions for suspicious activity and may require manual verification.

5. What if my credit card is denied?

You’ll see an error if there’s a processing problem and can try another card. Ensure your billing details match your card issuer’s records exactly. If unsure, call your bank.

6. I’ve been charged multiple times, what do I do?

If you see multiple pending charges, they usually drop off in a few business days (bank-dependent). Ensure your billing address matches your card’s and click Submit only once to avoid duplicates. Contact your bank for pending-charge questions.

7. I have not received my refund yet, why is that?

Check your bank account and contact your card company—refund posting can take time. Then contact your bank. If you still haven’t received it, contact us.

8. What currency will be used when I place my order?

Prices display in your selected currency; however, final checkout is in US Dollars (USD). Your bank sets the exchange rate charged. We’re not responsible for discrepancies due to exchange rates. When refunds occur, the amount taken from the original funding source is returned; currency fluctuations may affect the final amount in your local currency.

Can we help?

If you’ve still got questions, the answers you’re looking for might be in our Help Centre. If you’d like to get in touch, feel free to contact our team at support@purrify.co