COVID-19 UPDATE
Due to the pandemic, please expect additional shipping time of up to 2 months for all international orders. We are sorry that we are unable to refund items that are delayed or missing due to this unexpected situation. Read more here.

PROCESSING TIME
We usually require around 2-3 business days to prepare an order for shipping. Orders received on a Friday will be processed on the next working day.

LOCAL DELIVERY
We offer SingPost untracked mail and trackable SmartPac/Ninja Pack for deliveries within Singapore. Delivery typically takes around 1-3 business days. A tracking number will be provided if you have selected delivery options that are trackable. We will not be liable for any lost package sent via non-trackable options. Please note that delays are often expected during peak period (i.e. GSS or Christmas Season).

INTERNATIONAL SHIPPING
We deliver with SingPost International Registered Mail once a week for all international orders (except UK, see below). A tracking number will be provided. Please note that the transit time for each region may vary and delays are expected during festive seasons.
• Asia Pacific: 3-10 days
• Europe: 4-9 days
• Canada, USA: 6-12 days

UK CUSTOMERS
Due to the new VAT changes, we have temporarily suspended shipping to the UK until further notice. Please check back again for updates.

CUSTOMS, IMPORT TAXES & VAT
Buyers are responsible for any customs and import taxes that may apply. We are not responsible for any delays or return parcel due to customs matters. All taxes such as GST or VAT that may be charged by the destination country shall also be borne by the buyer.

TRACKING YOUR ORDER
You may track your shipment status via the link provided in your shipping notification email. Tracking information may take up to 24 hours to appear. Please note that international tracking updates may not be available depending on your local post office.

PAYMENT OPTIONS
We accept payment from all major credit cards, including PayPal, Apple Pay and Google Pay. Your payment information is secure. Purrballs will never receive your credit card information.

ORDER CANCELLATION
We do not allow cancellations.

EXCHANGE / REFUND
All items are checked prior to delivery. If your items arrive damaged, or have any defects, please contact us within 7 days (or 14 days for international orders) from the date of purchase. We will get in touch with you shortly to facilitate any exchanges or refunds. We regret that no exchanges or refunds will be entertained after the specified duration.

NON-EXCHANGEABLE/ REFUNDABLE ITEMS
Because of the nature of these items, the following items cannot be returned or exchanged, unless they arrive damaged or defective:
• Custom made or personalised orders
• Items on sale

CONDITIONS OF RETURN
Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

PRIVACY POLICY
We will only use your personal information for fulfilling your order.
For a more detailed Privacy Policy, click here.

If you have any queries, please drop us an e-mail at purr@purrballs.sg