Shipping, Returns & Warranty

Last Updated: August 17, 2025

Every Purrsona piece is handcrafted to order using premium, natural materials. Here's everything you need to know about how your order gets to you—and how we stand behind it.

Shipping
Orders usually ship within 3–5 business days. During peak times such as Black Friday, Christmas, or other major holidays, carriers may take longer to deliver. You’ll receive a tracking number to follow your shipment.

Returns
Changed your mind? You may return unused, undamaged, non-custom items within 14 days of delivery for a full refund. Simply email support@purrsona.co for a return label. Repack items securely (ideally in the original packaging) and send them back using the label provided. Refunds are processed to your original payment method within 7–10 business days after we receive the item.

Please note: custom or made-to-order items are non-returnable unless they arrive defective.

If your item arrives damaged or is misdelivered, contact us right away and we’ll make it right.

Limited Lifetime Warranty
We believe in heirloom-quality comfort—and we back it up. The Heritage Treehouse includes:

• Lifetime warranty on the solid maple frame for structural defects like cracking, warping, or joint failure under normal use.

• 1-year warranty on wool felt, hemp wrapping, and cushions (natural latex with organic cotton) for material or manufacturing defects.

If a defect occurs, we’ll repair or replace the part—or the entire product at our discretion—at no cost to you, including shipping for valid claims.

To Submit a Claim
Email support@purrsona.co with photos and a brief description. Proof of purchase is required. Claims must be submitted within a reasonable time after discovering the issue.

Warranty Exclusions
This warranty does not cover normal wear and tear, pet damage (e.g., scratching, chewing, stains), misuse, accidents, improper care, modifications, or environmental damage (like extreme humidity or direct sunlight).

We’re Here to Help
If you have questions about your order, need assistance with a return, or want to file a warranty claim, email us anytime at support@purrsona.co.

Your satisfaction—and your cat’s delight—mean the world to us.