What shipping costs
Orders over US$30 ship free. Below that, shipping is a flat US$10. Both are converted to your currency at checkout, and the shipping cost is on screen before you pay.
Shipping and delivery
Tracked from our warehouse to your door.
The shipping policy in plain words, then the policy itself.
Orders over US$30 ship free. Below that, shipping is a flat US$10, converted to your currency and shown at checkout before you pay. Orders leave our warehouse within 2 to 3 business days with a tracking number emailed to you, and the estimate from there is 5 to 8 business days.
Parcels leave from our warehouse in China, so every one crosses a border to reach you. That is why each one is tracked, why customs can add days, and why this page says what happens when a parcel is late, lost or sent back.
The four things you came here for
Cost, dispatch, delivery and tracking. The answer is on the card; the policy below has the detail.
Free over US$30 2 to 3 business days When it leaves
Orders leave our warehouse in China within 2 to 3 business days when the items are in stock. Business days are Monday to Friday, outside public holidays in China, which include Lunar New Year and the National Day week in October. We post the dates on this page before each closure.
5 to 8 business days When it arrives
The estimate is 5 to 8 business days after dispatch, the same figure the checkout shows. Customs checks, rural addresses and the weeks before Christmas add time. Our line is 10 business days with no movement: at that point we treat the parcel as lost and replace it or refund you.
Emailed to you How you follow it
The tracking number is in the shipping confirmation email and on the order in your account. Tracking can pause at the handover between the international carrier and your local one, and while a parcel is in customs. A pause is a handover, not a lost parcel.
From order to doorstep
You order
The order confirmation arrives by email. Check the delivery address on it the same day: before dispatch we can change anything, and after dispatch the parcel cannot be redirected.
We pack and dispatch
Within 2 to 3 business days when the items are in stock. The shipping confirmation with the tracking number follows when the order leaves. An order with a Cat GPS Tracker in it can travel as two parcels, because the tracker’s lithium battery ships under its own rules; each tracking number is emailed.
It travels
The international leg, customs, then your local carrier. Tracking can pause at each handover. The estimate is 5 to 8 business days after dispatch, and rural addresses take longer.
It lands
If the tracking says delivered and there is no parcel, check the safe place, the mailbox, neighbours and the local depot, because a carrier can scan a parcel as delivered before it reaches the door. Then email us within 3 business days with the order number.
Delays
What can slow a parcel down
Seven things that add days, what each one does, and what each side can do about it.
| What | What it does | What we do | What you can do |
|---|---|---|---|
| A customs inspection | Holds the parcel until customs releases it | Chase the carrier when customs holds a parcel for more than 5 business days | Answer the carrier if it asks for information or a payment (section 7 of the policy) |
| A rural or remote address | Adds days at the local carrier’s pace | Send it on the same tracked service | Check the local depot if the tracking says delivered |
| The weeks before Christmas | Adds days at each handover | Post an order-by date on this page and in the cart from mid November | Order by that date for Christmas delivery |
| Public holidays in China, including Lunar New Year and the National Day week | Pauses dispatch; orders queue and leave in order when the warehouse reopens | Post the dates on this page before each closure | Order before the closure, or allow for the queue |
| A wrong or incomplete address | Sends the parcel back, or leaves it at a depot | Fix it before dispatch if you email in time | Check the address on the confirmation email the day it arrives |
| The Cat GPS Tracker | Its lithium battery travels under its own shipping rules, and can go as a separate parcel | Email both tracking numbers | Follow both links |
| Weather, strikes and carrier disruption | Delays every parcel on the affected route | Pass on what the carrier tells us, and apply the lost-parcel rule when it is reached | Write to us if the tracking has not moved for 10 business days (section 9 of the policy) |
Import charges
Duties and taxes, by destination
The checkout total is what you pay us. Some countries add a charge when a parcel arrives from overseas; this is where that happens.
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Australia and New Zealand
Nothing is charged on arrival for orders under AU$1,000 or NZ$1,000. Delivery to rural addresses takes longer, at the local carrier’s pace.
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United States and Canada
The United States charges duty on imported parcels of any value: the duty-free allowance for low-value parcels was suspended for every country in August 2025. Unless your checkout total shows it, duty is not included, and the carrier collects it before delivery. Canada charges sales tax on parcels from overseas valued over CA$20, and duty where the goods attract it, collected the same way.
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United Kingdom and European Union
VAT applies to parcels arriving in the UK and the EU, and customs duty to some. From 1 July 2026 the EU also charges a €3 customs duty per type of item on parcels worth up to €150. Where these are not in your checkout total, the carrier collects them before delivery and may add a handling fee of its own. They are set by your country and the carrier, and we cannot refund them.
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Everywhere else, including Japan and South Korea
Your country’s import rules apply. Where a charge is due and is not in your checkout total, the carrier collects it before delivery.
The full policy
The policy
Last updated 29 September 2026.
The short version
PURRZ™ ships worldwide from our warehouse in China. Shipping is free on orders over US$30; below that it is a flat US$10, converted to your currency and shown at checkout before you pay. Orders are dispatched within 2 to 3 business days when the items are in stock, and the delivery estimate is 5 to 8 business days after dispatch. Every parcel is tracked and the tracking number is emailed to you. Import duties and taxes, where your country charges them, are paid by you (section 7). Delivery times are estimates, not guarantees; if a parcel is lost or badly delayed, section 9 applies.
Where we ship from, and where we ship to
Orders are dispatched from our warehouse in China. We ship to the countries and regions listed in the country selector on purrz.com, and prices are shown in the currency of the country you select. If a destination is not listed, we do not ship there. Trade orders are quoted separately.
Shipping cost and free shipping
Shipping is free on orders with a subtotal over US$30 after any discounts. Below that, shipping is a flat US$10 per order. Both amounts are converted to your currency at checkout, at the same rate as the prices, and the checkout shows the shipping cost before you pay.
Dispatch and business days
Orders are packed and dispatched within 2 to 3 business days when the items are in stock. Business days are Monday to Friday, excluding public holidays in China, which include Lunar New Year and the National Day holiday in October; we post the dates at purrz.com/pages/shipping before each closure. Orders placed during a closure are dispatched in the order they were received once the warehouse reopens. The shipping confirmation with your tracking number is sent when your order is dispatched.
Delivery times
The delivery estimate is 5 to 8 business days after dispatch, the same estimate the checkout shows. It covers the international leg, customs clearance and delivery by your local carrier. Rural and remote addresses, customs inspections, the weeks before Christmas and severe weather can add time. A parcel that is late but moving is not lost; a parcel that has stopped moving is handled under section 9.
Tracking your order
Every order is sent by a tracked service. The tracking number is in the shipping confirmation email and on the order in your account at purrz.com/account. Tracking can pause at the handover between the international carrier and your local one, and while a parcel is in customs. If it has not moved for 10 business days, section 9 applies.
Duties, taxes and customs
The checkout total is what you pay PURRZ™. Some countries charge import duty, tax or a carrier handling fee on parcels arriving from overseas. Unless your checkout total shows them, those charges are not included, and where they apply the carrier collects them from you before delivery. They are set by your country and the carrier, and we cannot refund them. If a parcel is refused because of an import charge, it comes back to us and is handled under section 8. Australia and New Zealand: nothing is charged on arrival for orders under AU$1,000 or NZ$1,000. United States: duty applies to imported parcels of any value, so it may be charged on arrival. United Kingdom and European Union: VAT, and on some goods customs duty, may be collected by the carrier before delivery.
Address changes, cancellations and returned parcels
Email us as soon as you can if you need to change the delivery address or cancel an order; we can do either until the order is dispatched, and a cancellation before dispatch is refunded in full, including shipping. After dispatch, the address cannot be changed. If a parcel comes back to us because the address was incomplete or wrong, because it was not collected from the carrier, or because an import charge was refused, we refund the items once the parcel is back with us, less the shipping cost and any return charge the carrier bills us, or we re-send it once the new shipping cost is paid. A parcel that comes back because of our mistake or the carrier’s is re-sent at our cost or refunded in full, whichever you prefer.
Lost, delayed or damaged in transit
If the tracking shows no movement for 10 business days, or the parcel has not arrived within 30 days of dispatch, email us with your order number. We open an investigation with the carrier and, without waiting for it to finish, send a replacement or refund you in full, whichever you choose. If the tracking shows the parcel as delivered but you do not have it, check the safe place, the mailbox, neighbours and the local depot, then tell us within 3 business days; we ask the carrier for proof of delivery and, where the parcel cannot be shown to have reached your address, we replace or refund it. Damage in transit is covered by our refund policy: photograph the box and the item and tell us within 7 days of delivery.
Returns, contact and who we are
Returns and refunds are covered at purrz.com/pages/returns and in our refund policy. For anything about an order, email hello@purrz.com or use the contact form at purrz.com/pages/contact, quoting your order number. PURRZ™ is run by Australian Premium Animal Products Ltd, Office B3, 12F Causeway Bay Commercial Building, 3 Sugar Street, Causeway Bay, Hong Kong.
From Dr Duncan
Every PURRZ™ parcel crosses a border to reach you.
So this page says where it comes from and what happens on the way.
I am an emergency and critical care vet who has worked in Sydney and Hong Kong, and I design every PURRZ™ product myself. The stock is held in our warehouse in China, and every order leaves from there with a tracking number. Distance is the cost of that, so the rest is written down: the estimate, what adds time, who pays import charges and what happens if the tracking stops. If an estimate on this page stops matching what the carriers deliver, the estimate changes. I recommend checking the delivery address on your confirmation email the day it arrives, because a parcel cannot be redirected once it has left.
Dr Duncan Houston, emergency veterinarian and founder of PURRZ™
Meet Dr DuncanWhile you wait
Questions people ask while they wait
The short answers. The policy above is what applies.
Still not sure?Send your cat’s breed, weight and measurements and the PURRZ™ team will tell you which size and which product to order.
Where does my order ship from?
Our warehouse in China, where the stock is held. Every parcel travels on a tracked international service and is handed to your local carrier for delivery, which is why the estimate is 5 to 8 business days after dispatch.
How long will delivery take?
Dispatch takes 2 to 3 business days when the items are in stock, and the estimate is 5 to 8 business days after that. Rural addresses, customs checks and the weeks before Christmas add time. If the tracking has not moved for 10 business days, email us and we treat the parcel as lost.
Is shipping free over US$30?
Yes, on the order subtotal after discounts, to every country we ship to. Below US$30, shipping is a flat US$10. Both are converted to your currency at checkout, and the cart shows how far you are from free shipping.
Will I pay customs duty or import tax?
It depends where you live. Australia and New Zealand charge nothing on arrival for orders under AU$1,000 or NZ$1,000. The United States charges duty on parcels of any value, and the UK and the EU charge VAT, and duty on some goods. Unless your checkout total shows them, the carrier collects those charges before delivery. Section 7 of the policy has the detail.
My tracking has not moved for days. Is the parcel lost?
Not yet. Tracking pauses at the handover between the international carrier and your local one, and while a parcel is in customs. At 10 business days with no movement, we open an investigation and send a replacement or refund you, without waiting for the carrier to finish.
Can I change the address or cancel after ordering?
Until dispatch, yes: email the order number and we change the address, or cancel and refund in full, shipping included. After dispatch the parcel cannot be redirected, and a parcel that comes back because the address was wrong is refunded less the shipping once it reaches us, or re-sent once the new shipping is paid.
Does the GPS tracker ship separately?
It can. The Cat GPS Tracker contains a lithium battery, which travels under its own shipping rules. In an order with other items it can leave as a separate parcel and arrive on a different day; each tracking number is emailed to you.
Ask A Vet
While the parcel is on its way.
Set her up in the Ask A Vet app before the box lands: weight, vaccinations, medications and the reminders that go with them. A Smart ID Tag links to her lost-pet profile, so a profile made now means the tag works from the day it arrives. And if the box holds a tree or a scratcher for a cat who has stopped jumping or scratching, a certified vet can tell you whether she is sore before the new furniture gets the blame.
