FAQs
Ordering FAQs
How Can l Check the Status of my Order?
If you have placed an order, you can check the status anytime by logging into our website and visiting your account. You can also email us anytime at service@purpurkitty.com. Once your order is shipped, you will receive a tracking number via email.
What if l Have a Question Regarding Customization?
Simply contact us and we will be happy to answer your question.
Can I change my order after placing it?
We begin processing orders immediately to ensure timely delivery. If you need to make changes to your order, please contact our customer service within 24 hours of placing the order. After this period, changes may not be possible.
How can I track my order?
Once your order has been shipped, we will send you a confirmation email with a tracking number. You can use this number on our website or the carrier’s site to track your order’s progress.
How long will it take to receive my order?
Because our products are custom-made, the production time for each order varies depending on the specific item. Shipping times will also vary based on your location. For specific timelines, please refer to the product details page.
Shipping & Delivery FAQs
What shipping methods do you offer?
We offer several shipping methods to accommodate your needs, including standard, expedited, and express shipping options. The available options and costs will be displayed at checkout based on your location.
Do you ship internationally?
Yes, we ship our custom pet memorabilia worldwide. Shipping fees and delivery times will vary based on your location. Please note that international orders may be subject to customs duties and taxes, which are the responsibility of the buyer.
How long will it take to receive my order?
Because our products are custom-made, production time varies depending on the specific item. Shipping times will also vary based on your location. For specific timelines, please refer to the product details page.
What should I do if my package is delayed or lost?
If your package is delayed or lost, please contact our customer service team. We will work with the carrier to resolve the issue and ensure your order is delivered as soon as possible.
About Returns & Shipment FAQs
What is your return policy?
Due to the personalized nature of our products, we do not accept returns unless there is a defect or error in the product. If you encounter any issues with your order, please contact us within 48 hours of receiving your item, and we will work to resolve the problem.
How do I return a defective or incorrect item?
If you receive a defective or incorrect item, please contact our customer service team with your order number and a description of the issue. We may ask for photos to verify the problem. Once confirmed, we will arrange for a replacement or refund.
Who is responsible for return shipping costs?
If the return is due to a defect or error on our part, we will cover the return shipping costs. For all other cases, the customer is responsible for the return shipping fees.
Can I cancel my order after it has shipped?
Once an order has shipped, it cannot be canceled. If you no longer want the item, you may need to follow our return process, depending on the circumstances.