At PurrEver, we want every kitty parent to receive their AquaVital fountain in perfect condition. That's why we offer Package Protection — an optional $4.95 add-on that covers your order from the moment it ships to the moment it arrives at your door.

What's Covered ✅

If you added Package Protection at checkout, we've got you covered for:

• Lost packages — No tracking movement for 10+ business days
• Stolen packages — Marked "delivered" but never received (reportable after 3 business days)
• Damaged packages — Item arrives broken or damaged (photo proof required within 48 hours of delivery)

When something goes wrong, we'll ship a free replacement — no questions asked, no carrier runaround.

What's Not Covered ❌

To keep things fair for everyone, Package Protection does not cover:

• Incorrect shipping address entered at checkout
• Refused or returned-to-sender deliveries
• Claims filed more than 30 days after the expected delivery date
• Damage caused after opening or during use
• Issues with replacement filters or accessories (these ship separately under our standard policy)

How to File a Claim

It's simple — we want to make this painless:

1. Email us at hello@mypurrever.com with your order number
2. Briefly describe the issue (lost, stolen, or damaged)
3. For damaged items, attach a clear photo of the package and product
4. We'll respond within 24 hours with next steps

Most claims are resolved and replacements shipped within 1–2 business days.

Without Package Protection?

If you didn't add Package Protection at checkout and your order is lost, stolen, or damaged, we'll do our best to help — but we may need to direct you to the shipping carrier's claims process, which can take 10–30 days to resolve.

That's why we recommend Package Protection on every order. Peace of mind for less than the price of a coffee. ☕

Questions? Reach out anytime at hello@mypurrever.com.
We're a small team of cat lovers, and we read every message personally. 🐾