questions about our company, products/services, policies, and more
Frequently Asked Questions
Welcome to our FAQ page, where you can find answers to the most commonly asked
1. General Questions
2. Products/Services Questions
3. Shipping Questions
4. Technical Questions
5. Contact Questions
1. General Questions
What is your return policy?
We want you to be completely satisfied with your purchase, so we accept returns on all items within 30 days of the purchase date. To start a return, please visit our Returns page and follow the instructions.
How do I track my order?
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.
Can I cancel or modify my order?
We try to process orders as quickly as possible, but if you need to modify or cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.
Do you have a physical store?
Currently, we do not have a physical store. However, we do offer free shipping and free returns for purchases over £40.
1. Finding Products
Search for Products
Know exactly what you want? Or perhaps you're just searching for endless entertainment for your pets? Use our comprehensive Search box located in the upper right corner of our site to find the exact product you need, or browse through the results that fit your criteria.
Product Information
After you have found the perfect product, you can read the benefits and usage tips on each product detail page. The information is located beneath the product details. All the available colors, formulations, and sizes are listed below the detail text.
Product Availability & Out of Stock Products
Purrfect Glow carries tons of products and various brands. Occasionally, an item may be temporarily out of stock. Our stock is replenished on a weekly and sometimes a daily basis depending on the particular item and brand. Some pages have an "email me" feature that notifies when the product is back. If the product says, "coming soon" or "temporarily out of stock," come visit us again.
Shipping time, delivery & orders
Do You Ship Worldwide?
Yes we ship globally.
Where do You Ship From?
We mainly ship from China but sometimes from the UK.
Can I Change or Cancel My Order?
As we aim to process orders as fast as possible, you must request any changes/cancellations within 12 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is received.
When Will My Order Be Processed?
All orders are handled and shipped out from our warehouse please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 buisness days and shipped the next day after the processeing day. Please note that we don't ship on weekends.
How Long Will It Take To Receive My Order?
Due to high demand, orders may take between 1-2 weeks to arrive.
What If I Don't Receive My Order?
If you don't receive your order within 30 days after shipping, you are eligible for a full refund.
How Do I Return An Item?
Please contact our support at PurrfectGlowSupport@gmail.com
What If The Item(s) I Received Are Defective/Incorrect/Damaged?
Please contact us if you have received products that are incorrect, missing, and/or defective. Please include your order number, photographs of the item(s) and all related references upon receiving your package. We will do our very best to reslove your case as soon as possible.
When Will I Receive My Refund?
All refunds will be credited to your original form of payment. If you payed by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 buisness days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't recived a credit for your return yet, heres what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.
Order status & history
Tracking an Order
You can track the status of your order through our track my order page. Click on Track My Order at the top of the page to see your Recent Orders. Click on the order number for the shipment that you would like to track, and a detailed order information page will be displayed. A tracking number is located to the right of the ship-to address and under the shipping method. Click on this number to view detailed tracking information. You can review the tracking history and the estimated date of delivery. Please estimate 1 - 3 business days from the time your order has shipped.
Order Statuses:
Order Submitted - "Placed"
Once you have placed your order on Purrfect Glow and your credit card has been authorized, your order status will appear as "Placed."
Order Processing - "In Progress"
Once you have placed your order, it will be sent to our warehouse to be processed and packed for shipment. During this time, your order status will appear as "In Progress." Please allow 1 - 2 business days for the order to be processed and prepared for shipment.
Order Delivery - "Shipped"
Once we have assigned a tracking number to your order, and it has left our warehouse, the order status will appear as "Shipped."
Order Returned - "Returned"
It takes up to 2 weeks to process a return and credit your credit card account. Once your order has been returned and processed, the order status will show "Returned." We will notify you via email once your return has been processed.
Canceling or Modifying an Order
Before you place your order, you can view the contents and the total amount in your shopping basket.
Once your order is placed, it cannot be modified. If you would like to cancel your order, most orders can be canceled up to an hour after being placed. To check the status of an order, check the Order Details page.
Will I Be Charged With Customs And Taxes?
The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
What Payment Methods Do You Accept?
We accept all major credit cards (VISA, Mastercard, AMEX).
How Can I Contact Purrfect Glow?
You can email us thorugh our support at PurrfectGlowSupport@gmail.com where our customer service team will be happy to help you with whatever you need.
MON-FRI: 5am to 9pm PT
SAT-SUN: 6am to 9pm PT