DAMAGED OR DEFECTIVE ITEMS
In the event that your item is defective or damaged upon arrival, please reach out to us at info@yourbestfriendshop.com with pictures of the damaged product.

As long as you reach out to us within 7 days of the item being delivered, we’ll ship out a replacement for your damaged product free of charge.

INCORRECT SHIPPING ADDRESS
Please note that the purchaser is responsible for inputting the correct shipping address during the checkout process. If an incorrect or incomplete address is entered, Purr Heaven will not be responsible for replacing the product.

If you realize after placing your order you have provided the wrong address, please contact us immediately via email at info@yourbestfriendshop.com

If a package is returned due to an incomplete shipping address, the shipping fee will not be refunded.  If re-delivery is requested, you will be responsible for the re-delivery shipping fee. 

ORDER LOST IN TRANSIT
Yourbestfriendshop is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, Yourbestfriendshop will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate.

In some cases, orders may take longer than usual to arrive. While this is usually due to shipping conditions we do not directly control, we will offer you a refund on your product if the tracking shows your order has not been delivered within 45 days of your order being placed.


CANCELLING OR AMENDING ORDERS
To cancel or amend an order after it is placed, please email us immediately. We try to ship out our products as quickly as possible and we will not be able to cancel your order once your item has left the warehouse.


Once your item has been shipped, any unwanted items must be returned for a refund (please see the “Returns” section below).

RETURNS
Our return policy is valid for 30 days after the receipt of your purchase.

To be eligible for a return, your item must be packaged in the original condition and similar packaging.

You are responsible for the shipping costs of returning your item. We do not cover the cost of return shipping or provide a shipping label.

As soon as receive the return from you at our warehouse, we will begin to process your return and refund which will take 3-5 business days. Please note that shipping charges are non-refundable.

All refunds will be processed to the original payment method. For security reasons, we can not refund onto another credit/debit card.

To request a return, please reach out to us at info@yourbestfriendshop.com