Shipping

>  How much is shipping?

Shipping is FREE in the US! We also ship worldwide & offer free international shipping on orders of $100+*.

*Applicable to regular priced merchandise & not valid on repairs, custom orders, etc.

>  When will my order ship?

Regularly stocked items will leave our warehouse within 24-72 hours the day after your order has been processed during business days. You can check the 'Availability' within each product page for more detailed order processing times.

>  How long does shipping take?

We ship from Chatsworth, Los Angeles, CA & US ship times are typically between 1-5 business days depending on your shipping destination. If you are an international customer, we cannot guarantee ship times outside of the US due to the unique nature of each country's postal services.

>  Can I pick up my order at your store?

If you live locally (we're located in Chatsworth, LA, CA), you can call or email us to set up an appointment so that we can help you get your new glass in your hands ASAP. No shipping wait times!

>  I gave the wrong shipping address!

Email us as soon as possible. If the product has shipped already, you will be responsible for shipping fees once the product has returned to us.

>  I have special delivery instructions.

You will need to contact your local postal office to hold shipments. The order comments section on our website is only for our facility and our carriers do not see them, so we cannot make shipping arrangements.

>  Do you ship discreetly?

For your convenience, all orders ship in either discreet corrugated brown boxes, mailing envelopes or designated USPS boxes. Shipping labels will only be addressed from PURR.

>  I want expedited shipping or want to request a specific carrier

We'd be happy to help you sort out a shipping method thats right for you. While we offer free shipping for the US through USPS, we know that you may need it quickly or delivered with a specific carrier. You can email us at support@purrsmoking.com for any customized shipping requests & we'll do our best to accommodate.

>  I didn’t get my tracking number.

Be sure to check you spam folder in the event our emails are being sent there instead of your inbox. You can also log into your account to access your order details, status & tracking number.

>  My tracking number doesn't work!

Sometimes the package has not left the facility yet & is often flagged as "shipping label created". The proper tracking information is typically updated within 24 hours of shipment.

>  I haven't received my order - how do I check the status?

You should receive an email confirmation once your order has been successfully placed, shipped & delivered. You can also check the status of your order by logging into your account on our website.

>  Tracking says my shipment was delivered but no order arrived!

Check with your local post office in the event that your order says it was delivered but none was received. Once the carrier delivers your package, we unfortunately have no other ability to track your package since it was “delivered”, so we recommend that you contact USPS (1-800-222-1811) for more assistance.

>  Something in my order arrived broken.

In the unfortunate event your order arrives incorrect or damaged please contact us within 48 hours of delivery with your order number, photos & explanation of the situation. All items must be unused & received in 100% new condition to qualify for assistance.

>  Can I pick up my order at your store?

If you live locally (we're located in Chatsworth, LA, CA), you can email us to set up an appointment so that we can help you get your new glass in your hands ASAP. No shipping wait times!

>  My order says Pending, is there a problem?

Your order may be pending for a variety of reasons. The most common reason is typically because we need to verify the order with you prior to shipping. This can be because of the use of a VPN during checkout, or because your order does not have matching shipping & billing addresses. We want to ensure all orders are legitimate in order to protect all parties.

>  My order says Awaiting Fulfillment, what does this mean?

Your order will typically be in the "Awaiting Fulfillment" phase after your order has been placed. This simply means that your order is in our system but has not been shipped out yet. Please allow 24-72 hours after placing your order for us to confirm & ship your order. You will receive an email with full tracking information once your order has been shipped.

>  What shipping service do you use?

All of our orders are delivered through USPS. If you have any questions regarding postal care and how you want your package delivered, you will need to speak with your local post office.