Frequently Asked Questions
Everything you need to know before and after bringing joy to your cat.
Orders & Payments
How can I place an order?
You can place an order directly on our website by adding the desired items to your cart and checking out with your preferred payment method.
What payment methods do you accept?
We accept all major credit/debit cards, Apple Pay, and other secure payment gateways listed at checkout.
Can I modify or cancel my order after placing it?
If your order hasn't been processed yet, we’ll do our best to accommodate changes. Please contact us within 24 hours of placing your order.
Shipping & Delivery
Do you ship worldwide?
Yes, we proudly ship worldwide. Shipping times and fees vary by country and will be calculated at checkout.
How long does shipping take?
Standard delivery typically takes:
- USA & Canada: 7–15 business days
- Europe: 6–12 business days
- Rest of the World: 10–20 business days
Please note: These are estimated times. Delays may occur due to customs or high seasonal demand.
How can I track my order?
Once your order ships, you’ll receive a tracking link via email. You can monitor the delivery progress in real time.
Why is my tracking number not updating?
Tracking can take 2–5 days to show updates. If it's been longer, contact us and we’ll check it for you.
Returns & Refunds
What is your return policy?
We offer a 30-day return window from the date you receive your item. The item must be unused and in original packaging. Contact us to start the return process.
I received a damaged item. What do I do?
We’re sorry! Please send us a photo of the damaged item within 7 days of delivery and we’ll replace it at no cost.
Do I have to pay for return shipping?
Return shipping costs are the responsibility of the customer unless the item is damaged or defective.
How long do refunds take?
Refunds are processed within 5–10 business days after we receive the returned item.
Product & Sizing Questions
Are your products safe for cats?
Absolutely! All our products are carefully selected and tested to ensure safety, comfort, and durability.
How do I choose the right size?
Each product has a detailed size guide on its page. For better accuracy, measure your cat or space and compare with our charts.
My cat is very picky. Will they use the product?
Cats can be mysterious! We recommend introducing any new item slowly. Many of our customers report success after giving their cat time to get used to it.
Why Are There Missing Items?
If your order is too big, it might be divided and shipped out in 2 or more batches to make it smaller and reduce shipping cost for you. So if you've received one batch of your order and found out there are many items missing, please reach out to our support here and we will send you the remaining tracking code for the items that are on its way to you!
Contact & Support
How can I reach customer support?
Email us anytime at contact@purrsanctuary.com or through the Contact Us page. We typically respond within 24–48 hours (excluding weekends and holidays).
Where are you located?
We operate globally, with warehouses in the US, Europe, and Asia to serve you better.
Do you offer wholesale or partnerships?
Yes! If you're interested in working with us, please reach out to us via email for more details.