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FAQ

Do you have a question that is not listed below? Let us know at support@mypurryfriends.com and we will get back to you as soon as possible.

 

SHIPPING

When will my order be shipped?

All orders are shipped out within 24-48 hours of purchase.

 Where are my products shipped from?

My Purry Friends has a partnership with global merchants in order to always provide you with the best quality and prices. Our main partners are located in China, so most items will be packaged and shipped from this warehouse.

How long does it take to ship and deliver my package?

It usually takes 14-21 business days to arrive in your country. However, in some instances, delivery may be delayed depending on your country's customs. My Purry Friends is not responsible for applicable customs fees, import duties, taxes, or any other charges. The customer is responsible for the charges, even if the shipment is refused upon delivery.

Do you offer package tracking?

After your order has been successfully placed, you will receive a confirmation email. Once it has been shipped, you will receive a second email containing your tracking information. Please note that the shipping confirmation email does not necessarily mean that the carrier has picked up your package from our distribution center. Please use the appropriate carriers tracking features to determine when your package has been picked up and is in transit. Please allow up to 24-48 hours for your tracking information to be updated.

The tracking information hasn’t updated in a long time. Can you tell me where it is?

If the tracking information was last departed from the warehouse and has not updated recently, it is more than likely still making its way overseas. No need to worry! Once it arrives at that next overseas destination, the package will be scanned and the tracking information will update.

According to the tracking information my package has been delivered, but I never received it?

My Purry Friends carefully handles every order. This is also why tracking information is provided. However, if the tracking information states your order has arrived, but this is not the case, please ask around first in your neighborhood in case someone else has accepted the order on your behalf in your absence.

 My Purry Friends cannot behold responsible for packages that are lost or stolen in transit.  If you are still unable to locate your package, you must contact the shipping carrier to discuss the issue and file a claim with them.

 What are your shipping rates and policies?

Please refer to our Shipping Policy.

 Do you ship internationally?

Currently, it is only possible to deliver in the United States of America.

I accidentally provided the wrong shipping address

Please contact us as soon as possible if this occurs. If it hasn’t been shipped yet, please reach out to us a support@mypurryfriends.com with your order number and the correct shipping address.

 If the package has been shipped already to the wrong shipping address, you will have to wait for the order to be returned and it will be necessary to pay for reshipping to the correct address. Let us know and our team will try to find the best solution for you.

 I paid for shipping on my order, but when the package arrived, I had to pay to receive it.

Shipping internationally does mean that you may be required to pay customs and import taxes. All international customers are responsible for the customs rates within their own country. For further information, we recommend contacting your local customs office. Unfortunately, we have no control over this.

 

PAYMENT

In what currency will I be charged?

    All transactions in our store will be charged in USD. Other displayed currency is only an estimate guide from the live currency exchange rate. Your bank will charge you in your local currency according to their exchange rate on the day. Please note that some bank charges a small transaction fee due to a different currency

     How do I pay for my order? Is this secured?

      The checkout process uses PayPal or Stripe - the most trusted online payment solutions on the web. You can either pay using PayPal balance or any credit cards. The payment gateway we use have been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry.

       

      ORDERS

      I made a mistake on my order. How do I fix it?

        Please reach out to us at support@mypurryfriends.com and we will do our best to find a solution if your order has not been shipped yet.

         I’d like to cancel my order.

        As long as your order has not been shipped yet, you can send an email with your order number and your cancellation request to support@mypurryfriends.com. If it has not been shipped yet, your payment will be refunded.

        My product does not completely match the description or picture on the website.

        Since the products are displayed online on different screen resolutions, there may be possibilities that colors or design of the product delivered may vary in actual color. Customers are requested to read all the details and disclaimer on product page before placing the order.

        My product has arrived but it is damaged or it not what I ordered.

        Please refer to our Refund & Return Policy.

         

        RETURNS

        What does final sale mean?

          Clearance items are items that we are clearing from our inventory. They are items being offered at deep discounts. They may NOT be returned because they are so deeply discounted. Coupons cannot be used on these items unless specified.

          Items marked Final Sale cannot be returned. They generally include grooming products and edible treats that for hygienic and health safety reasons we are unable to take back. They may also include products that are on special promotional discounts.

           “Final Sale” means the specified merchandise is not eligible for return.

          What is your return policy?

            Please refer to our Refund & Return Policy.