Shipping & Returns
Last updated: May 7, 2026
Retail (B2C)
Where we ship
Continental United States only (lower 48). We do not currently ship retail orders to AK, HI, US territories, or internationally. For US wholesale or international private-label, see the wholesale program.
Rates
- Free standard shipping on orders $35 and over
- $5.99 standard shipping under $35
- Expedited and signature-required shipping available at checkout
Transit time
Orders ship from our 3PL warehouse in central Pennsylvania within 1 business day of placement. Standard delivery is 3–5 business days from ship date in most US zip codes; West Coast may take up to 7.
Returns & refunds
Every retail order is backed by our 30-day refund policy. Full details in the 30-Day Refund Policy section below.
Damaged in transit
Photograph the damaged box and product within 48 hours of delivery and email us the photos. We'll send a replacement or refund (your choice) at no charge.
Wholesale & B2B
FOB & DDP
B2B orders ship FOB Tianjin or Shanghai, or DDP to your US 3PL. FOB pricing assumes you (or your forwarder) own freight, customs, and last-mile from port of loading. DDP pricing means we handle ocean freight, US customs entry, and last-mile to your warehouse. We absorb FX, demurrage, and customs-classification risk. Specific pricing is quoted per formula and volume; see the wholesale page.
Lead time
30–45 days from artwork sign-off and 50% deposit to FOB-ready. US transit is an additional 14–35 days depending on coast (West Coast ~14–18 days from Tianjin, East Coast ~28–35 days via Panama).
Documentation
Per-batch certificate of analysis, our current third-party inspection report, HTS-classified commercial invoice (1404.90 for House Blend, 1108.14 for Cassava Formula and Tofu Formula), packing list, and bill of lading.
Damage claims
On DDP shipments we file the cargo insurance claim and deliver replacement product. On FOB shipments the buyer (or buyer's forwarder) files with the carrier; we provide pre-loading photos, COA, and B/L.
30-Day Refund Policy
This is the canonical RootPurr refund policy. If anything on the site or in support email contradicts what's written here, this page is the authority.
Window
30 calendar days from delivery (the carrier delivery date on the tracking record, not the order date).
Terms
- No questions asked.You don't owe us a reason. If your cat hated it, the bag was wrong for your setup, or it just didn't work out, we refund.
- You keep the remaining product.Cat litter is a consumable hygiene product, so return shipping is impractical and we don't resell returned litter. Use it, donate it to a shelter, or dispose of it.
- Refund issued to your original payment method within 5–10 business days of when we approve the request. Bank posting times can add a few days on top.
How to start a refund
Email hello@rootpurr.com with the subject line “Refund · [order #]”. Include your order number in the subject. That's it. No return shipping label, no photos required, no forms.
Exclusions
- Orders flagged by our payment processor or internal review as fraudulent.
- Repeat refund abuse: buyers who refund more than twice in a rolling 12 months may be declined further refunds at our discretion.
- Wholesale and private-label orders are not covered by this retail policy. Those orders are governed by the contractual terms on each individual PO. See the wholesale program for B2B terms.
Contact
Shipping or return questions: hello@rootpurr.com. We respond within 1 business day, M–F.