Shipping policy
Shipping Policy
(Guide) We’re Here to Get Your Order to You Quickly and Safely!
Do You Ship to My Country?
Yes, we ship worldwide! However, there may be a few regions we’re unable to deliver to due to shipping limitations. If you’re unsure whether we ship to your address, please email us at support@officialpurelia.com, and we’ll confirm for you.
Our Shipping Methods
1. Standard Free Shipping
• Orders ship Monday through Friday during regular business hours (excluding holidays).
• Processing Time: Your order will typically ship within 2–4 business days of being placed.
2. Insured Priority Shipping
• Orders ship Monday through Friday during regular business hours (excluding holidays).
• Processing Time: Your order will typically ship within 1–2 business days of being placed.
• Includes one-time free replacement for lost or stolen packages for added peace of mind.
Estimated Delivery Times
While we aim to deliver your package as quickly as possible, delivery times may vary based on your location, local postal services, customs processing, and external factors such as weather.
| Location | Delivery Time |
|---|---|
| United States | 7–10 business days |
| United Kingdom | 4–10 business days |
| Europe | 7–10 business days |
| Canada | 7–10 business days |
| Australia | 7–10 business days |
| New Zealand | 7–10 business days |
| Other Countries | 10–30 business days |
Tracking Your Order
How Do I Get My Tracking Number?
Once your order ships, we’ll email you a tracking number. If you don’t receive it or have trouble with your tracking link, please contact us at support@officialpurelia.com, and we’ll assist you right away.
How Do I Check My Order’s Status?
You’ll receive an email with the subject line:
“A shipment from your order is on the way.”
This email includes a link to track your package’s progress.
Why Isn’t My Tracking Moving?
Tracking updates may sometimes be delayed due to:
• Processing times at postal facilities
• Network delays with the courier
• Customs inspections
Most delays resolve within a few days. If your tracking hasn’t updated for 25 days, please contact us at support@officialpurelia.com, and we’ll assist you.
If Your Package Says Delivered, but You Haven’t Received It
If your tracking shows your order as delivered but you can’t locate it, please:
1. Check Around Your Property – Look in common delivery areas such as your porch, lobby, or mailbox.
2. Ask Neighbors or Building Management – Someone may have accepted the package on your behalf.
3. Wait 1–2 Days – Some packages are marked delivered slightly early and arrive shortly after.
If your package is still missing:
• Contact your local courier and file a claim using your tracking number.
• Once you’ve filed a claim, notify us and we’ll guide you through the next steps.
For Insured Priority Shipping Customers
If you selected Insured Priority Shipping, we will cover the loss or theft of your package and issue a replacement accordingly.
Important Details to Keep in Mind
Accurate Address is Key
Please double-check your shipping address before placing your order. If an incorrect address is entered and the order has already shipped, we may not be able to retrieve or redirect it. PawHero is not responsible for missed deliveries due to incorrect addresses.
Customs Duties and Taxes
For international orders, additional customs duties or taxes may apply depending on your country’s regulations. These fees are the customer’s responsibility and must be paid before your package can be delivered.
If you have any further questions or concerns, please don’t hesitate to reach out to us at support@officialpurelia.com.