Frequently Asked Questions (FAQ)
Welcome to the Purrela FAQ page!
We’re here to make your shopping experience simple, transparent, and enjoyable for both you and your cat. If you can’t find the answer you’re looking for, our support team is always happy to help.
Question #1: How long does shipping take?
Answer:
Our estimated delivery timeframe is:
- Processing Time: 1–2 business days
- Transit Time: 6–8 business days
- Estimated Delivery Time: 7–10 business days total
Orders are processed Monday through Friday.
For additional information, please refer to our Shipping Policy.
Question #2: Do you offer free shipping?
Answer:
Yes! Purrela offers free standard shipping on all orders within:
- United States
- United Kingdom
- Canada
- Australia
You can find full details on our Shipping Policy page.
Question #3: Where is Purrela based?
Answer:
Purrela is a U.S.-based online cat lifestyle brand located in North Carolina.
We specialize in thoughtfully selected cat essentials designed to combine comfort, functionality, and elevated modern aesthetics.
Question #4: What if my item arrives damaged or defective?
Answer:
If your order arrives damaged, defective, or incorrect, please contact our support team within 48 hours of delivery.
We may request photos of:
- The product
- Packaging
- Shipping label
Once reviewed, we’ll work quickly to provide a replacement or appropriate resolution.
Please refer to our Returns & Refund Policy for complete details.
Question #5: Can I cancel my order?
Answer:
Yes. Orders may be canceled within 24 hours of purchase.
Once an order has entered processing or shipment preparation, cancellation may no longer be possible.
To request a cancellation, please contact us as soon as possible at info@purrela.com.
Question #6: What is your return policy?
Answer:
We offer a 30-day return policy for eligible items.
Products must be unused and returned in their original packaging with all included accessories and tags.
For full details and eligibility requirements, please review our Returns & Refund Policy.
Question #7: When will I receive my refund?
Answer:
Once your return is received and approved, refunds are processed within 7 business days.
Depending on your bank or payment provider, additional time may be required for the refund to appear on your account.
Refunds are issued to the original payment method used during checkout.
For more details, please visit our Returns & Refund Policy
Question #8: How can I track my order?
Answer:
Once your order ships, you’ll receive a shipping confirmation email containing your tracking number.
You can also track your order anytime through our Track Order page.
Question #9: Do you ship internationally?
Answer:
Yes. Purrela currently ships to:
- United States
- United Kingdom
- Canada
- Australia
We may expand shipping availability to additional countries in the future.
Question #10: Do you have a physical retail store?
Answer:
Purrela is currently an online-only store.
Operating exclusively online allows us to focus on curated products, efficient fulfillment, and a streamlined customer experience.
Question #11: What payment methods do you accept?
Answer:
We accept a variety of secure payment methods, including:
- Visa
- MasterCard
- American Express
- PayPal
- Shop Pay
- Apple Pay
- Google Pay
- Diners Club International
- Discover
All transactions are securely processed using encrypted payment technology.
Question #12: Do you offer exchanges?
Answer:
Yes. If you need a different size, color, or replacement item, please contact our support team at info@purrela.com and we’ll assist you with the exchange process where applicable.
Question #13: How do I contact customer support?
Answer:
You can contact our customer support team by email at info@purrela.com.
Customer Support Hours:
Monday – Friday, 9:00 AM – 5:00 PM (EST)
We aim to respond to all inquiries within 1–2 business days.
Contact Information
Store Name: Purrela
Address: 1030 Element Cir, Garner, North Carolina, USA, 27529
Email: info@purrela.com
Phone: 910-360-6230
Customer Service Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)
We do our best to reply back to your email within 1-2 business days.