Refund and Returns Policy

Last Updated: April 24, 2026

At PackAndPurr we want you to be completely satisfied with every purchase you make. If for any reason you are not happy with your order we are here to help. Please read our policy carefully before making a purchase.

1. OUR 30-DAY GUARANTEE

We offer a 30-day satisfaction guarantee on all products sold through packandpurr.com. If you are not completely satisfied with your purchase for any reason you may return it within 30 days of the delivery date for a full refund or exchange. We believe in our products and stand behind every item we sell.

2. ELIGIBILITY FOR RETURNS

To be eligible for a return your item must be unused and in the same condition that you received it. It must also be in its original packaging with all tags and accessories included. Items that have been used, damaged by the customer, or returned without original packaging may be subject to a partial refund at our discretion. We reserve the right to refuse returns that do not meet these conditions.

3. NON-RETURNABLE ITEMS

The following items cannot be returned for hygiene and safety reasons: consumable pet products that have been opened, personalized or custom-made items, items marked as final sale at the time of purchase, and digital products or downloadable content. If you are unsure whether your item is eligible for return please contact us before initiating a return.

4. HOW TO INITIATE A RETURN

Returning an item is simple and hassle-free. To start your return please follow these steps. First email us at info@packandpurr.com with your order number, the item you wish to return, and the reason for your return. We will respond within 24 hours with detailed return instructions and a return authorization. Once you receive our return instructions please securely package your item and ship it back to us. After we receive and inspect your returned item we will process your refund within 5 to 7 business days.

5. REFUND PROCESS

Once your return is received and inspected we will send you an email notification confirming receipt of your returned item. We will also notify you of the approval or rejection of your refund. If your refund is approved it will be processed and a credit will automatically be applied to your original method of payment within 5 to 7 business days. Please note that depending on your bank or payment provider it may take additional time for the refund to appear in your account.

6. LATE OR MISSING REFUNDS

If you have not received your refund within 10 business days please first check your bank account again as processing times vary between financial institutions. Then contact your credit card company as it may take some time before your refund is officially posted. If you have done all of this and still have not received your refund please contact us at info@packandpurr.com and we will investigate immediately.

7. DAMAGED OR DEFECTIVE ITEMS

We take great care in packaging and shipping your orders however if you receive a damaged or defective item we sincerely apologize. Please email us at info@packandpurr.com within 48 hours of receiving your order with your order number, a description of the damage or defect, and clear photos of the damaged item and packaging. We will either send you a replacement at no additional cost or issue a full refund immediately. You will not be required to return damaged or defective items in most cases.

8. WRONG ITEM RECEIVED

If you receive an item that is different from what you ordered please contact us at info@packandpurr.com within 48 hours of delivery. Include your order number and a photo of the item you received. We will arrange for the correct item to be sent to you as quickly as possible at no additional charge and provide a prepaid return label for the incorrect item.

9. SHIPPING COSTS FOR RETURNS

Return shipping costs are the responsibility of the customer unless the return is due to our error such as sending the wrong item or a defective product. In cases where the return is due to our error we will provide a prepaid return shipping label at no cost to you. We recommend using a trackable shipping service for your return as we cannot guarantee that we will receive your returned item without tracking confirmation.

10. EXCHANGES

If you would like to exchange your item for a different size, color, or product please contact us at info@packandpurr.com within 30 days of receiving your order. We will do our best to accommodate your exchange request subject to product availability. If the item you want is not available we will issue a full refund instead.

11. ORDER CANCELLATIONS

If you wish to cancel your order please contact us at info@packandpurr.com as soon as possible. If your order has not yet been processed or shipped we will cancel it immediately and issue a full refund. If your order has already been shipped you will need to follow our standard return process once you receive the item.

12. CONTACT US

If you have any questions about our Refund and Returns Policy please do not hesitate to contact us. We are committed to making your experience with PackAndPurr as smooth and enjoyable as possible. You can reach us at info@packandpurr.com and we will respond within 24 to 48 hours. Our support hours are Monday through Friday 9:00 AM to 6:00 PM EST.

We value your trust and your satisfaction is our top priority. Thank you for shopping with PackAndPurr.