Returns & Exchanges

At Purrspal, we're confident your feline friend will adore our products. However, we understand that sometimes things don't work out as expected. Here's our policy to ensure your satisfaction.

Our Guarantee

You have 30 days from the delivery date to return any item.
We offer a full refund on most products, no questions asked.
This guarantee applies to all products, with some considerations for specific items (see Special Product Considerations ).

How to Initiate a Return

Email us at info@purrspal.com with your order number, indicating your desire to return an item.
Our customer service team will guide you through the process and provide a prepaid return shipping label.

Important Information

Purrspal covers the return shipping costs for your convenience.
Refunds are processed within 5-7 business days after we receive your return.
While we don't require explanations for returns, we always appreciate feedback to help us enhance our products and services.

Return Tracking

Once your return is shipped, we'll email you a tracking number.

Holiday Returns

For items purchased between November 1 and December 31, the return window is extended until January 31 of the following year.

Special Product Considerations

Silvervine Sticks and Toys

Due to the nature of these products, we have a modified return policy:

Unopened, unused silvervine products: Eligible for a full refund within 30 days.
Opened or used silvervine products: Eligible for a 50% refund or full store credit within 30 days.
This special consideration is limited to one return per customer for silvervine products.

We've implemented this policy to balance fairness with our commitment to your satisfaction. If you have any concerns about a silvervine product, please don't hesitate to contact us.

Special Situations

Defective Products

If you receive a defective item, please notify us. We'll arrange a free replacement or refund, based on your preference. We may request a photo to assist with our quality control efforts.

Incorrect Items

In the event we send an incorrect item, we will rectify our mistake promptly. Please contact us, and we'll arrange for the correct item to be sent and the incorrect one returned, all at our expense.

Lost Orders

If your order hasn't arrived within the estimated delivery window, please inform us immediately. We'll file a claim with the carrier and work towards a resolution within 30 days.

Our Commitment

Your satisfaction is our utmost priority. If you experience any issues with our products, we encourage you to reach out to us at info@purrspal.com. Our dedicated team is always ready to work with you to find the best solution.

At Purrspal, we're committed to enhancing the lives of cats and their owners. We appreciate your trust in our products and look forward to continuing to serve you and your feline companions.