At Purry Food, we pamper your feline friends with premium products and a shopping experience as smooth as a cat’s purr. Here’s everything you need to know about shipping and returns.

Shipping Information

Order Processing

We typically process orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

  • Standard Shipping (£12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after dispatch
  • Free Shipping (Orders over £50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after dispatch

Note: We currently don’t ship to some Asian countries and remote regions. During peak seasons, delivery times may be slightly longer.

Our Purry Returns Promise

We understand that even the most discerning cat parents (and their feline companions) occasionally need to make changes. Our returns policy is designed with the same care and flexibility we put into selecting our premium cat products.

Returns Eligibility

  • Timeframe: 15 days from delivery date
  • Condition: Items must be unopened, unused, and in original packaging
  • Proof of Purchase: Order number or receipt required

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Opened Cat Treats
  • Opened Dry Cat Food
  • Opened Wet Cat Food

These products are considered final sale once opened.

How to Return an Item

  1. Contact Us: Email [email protected] with your return request within 15 days of delivery
  2. Wait for Approval: We’ll respond within 2 business days with return instructions
  3. Pack Securely: Include all original packaging and accessories
  4. Ship Back: Send to our Bradford address using a trackable service
  5. Confirmation: We’ll email you when we receive and process your return

Return Shipping

  • Customer Responsibility: You pay return shipping unless the return is due to our error
  • Original Shipping: Original shipping fees are non-refundable
  • International Returns: Contact us for specific instructions

Refund Process

Once we receive and inspect your return:

  • Timing: Refunds processed within 5 business days
  • Method: Refunded to your original payment method
  • Notification: You’ll receive email confirmation
  • Bank Processing: Allow 3-10 business days for the refund to appear in your account

Exchanges

Prefer a different item? We’re happy to exchange for products of equal value:

  • Follow the standard return process
  • Include a note specifying your desired exchange item
  • We’ll ship the new item once we receive your return

Note: If the exchange item costs more, you’ll need to pay the difference.

Damaged or Incorrect Items

If you receive damaged or incorrect items:

  • Contact us within 3 days of delivery
  • Include photos of the damaged/incorrect items
  • We’ll arrange a free replacement or refund

Return Request Template

Use this template when emailing your return request to [email protected]:

Subject: Return Request for Order #[Your Order Number]

Dear Purry Food Team,

I would like to request a return/exchange for my recent order (#[Your Order Number]).

Item(s) to return:
– [Product Name]
– [Quantity]
– [Reason for Return]

I would prefer:
☐ Refund
☐ Exchange for [Product Name]

I confirm the items are unopened/unused and in original packaging.

Best regards,
[Your Full Name]
[Your Email Address]
[Your Phone Number – optional]

Contact Us

For any questions about returns:

  • Email: [email protected]
  • Address: Purry Food Sales Store, 88 Northgate, Bradford, GB BD2B 2VN

We aim to respond to all return inquiries within 2 business days – faster than a cat running to the sound of a treat bag!