FAQ
Frequently Asked Questions
Orders & Shipping
How long does shipping take? Orders are processed within 1–3 business days. Most products ship from our US warehouse and arrive within 3–10 business days after dispatch. Some items ship from our overseas warehouse and may take a little longer — typically 7–14 business days. Delivery times are estimates and can be affected by customs clearance or carrier delays. You'll receive a tracking number by email once your order ships.
Do you ship internationally? We currently ship within the United States only.
How much does shipping cost? Shipping is free on all orders within the US.
Why might my order take longer than expected? Some of our products ship directly from our overseas warehouse, so those can take a bit longer (around 7–14 business days). Customs clearance or carrier delays can occasionally add extra time. Such delays are outside our control and don't qualify for refunds or cancellations, but we're always happy to help you track your order.
Can I track my order? Yes. Once your order has been dispatched, you'll receive an email with a tracking number so you can follow your delivery. For items shipped from our overseas warehouse, tracking may be limited for the final part of the journey.
I haven't received my order. What should I do? If your order hasn't arrived within 15 business days of the estimated delivery date, please contact us at info@purrgiants.com and we'll look into it right away.
Products
Who are your products for? Every cat. Whatever their size, shape, or personality, we choose products for real comfort, quality, and durability — from playful kittens to laid-back loungers.
How do I know if a product will fit my cat? We recommend checking the product dimensions listed on each product page before purchasing. Pay special attention to dimensions for cat trees, litter boxes, carriers, and beds. As a general guide, measure your cat's length (nose to tail base) and height (floor to shoulder) and compare to the product's interior or platform dimensions. Please note that not all specifications may be available, as some manufacturers do not provide complete dimension details. When in doubt, we recommend choosing a size up to ensure your cat's comfort.
Returns & Refunds
What is your return policy? You have 14 days from the date of delivery to request a return. Items must be unused and in their original packaging. Used or opened hygiene products are non-returnable. Returns must be approved before sending anything back.
Who pays for return shipping? Return shipping is the customer's responsibility, unless the item arrived damaged or you received the wrong product. For items shipped from our overseas warehouse, return shipping costs may be higher.
My order arrived damaged. What do I do? Contact us at info@purrgiants.com within 7 days of delivery and include a photo of the damage. We'll send a replacement or issue a refund — no return required.
When will I receive my refund? Refunds are processed within 14 business days of receiving the returned item. You'll be notified by email once your refund has been issued.
Contact
How can I reach you? Email us at info@purrgiants.com. We aim to respond within 3–5 business days.