Refund policy

Return & Refund Policy

Effective Date: July 14, 2026

Our Commitment

At FurlyWell, we're committed to providing quality pet products and a shopping experience you can trust. Every order is carefully processed, but we understand that unexpected issues can occasionally occur during shipping or delivery. If something isn't right with your order, our support team will work with you to find a fair and timely resolution.

Damaged or Defective Items

If your order arrives damaged, defective, or unusable, please contact us within 30 days of the delivery date.

To help us resolve your claim as quickly as possible, please include:

  • Your order number

  • A description of the issue

  • Clear photographs of the product

  • A video, if the issue cannot be adequately shown in photos

After reviewing your claim, FurlyWell may offer one of the following remedies:

  • A replacement product

  • A partial refund

  • A full refund

The resolution provided will depend on the nature and severity of the issue.

Please Note: Minor cosmetic imperfections that do not affect the functionality of the product—such as slight wrinkles, loose threads, small scratches, or minor packaging wear caused during shipping—may not qualify for a refund or replacement.

Incorrect or Missing Items

If you receive an incorrect item, the wrong size or color, missing parts, or missing accessories, please contact us within 30 days of delivery.

To process your request, we may ask you to provide:

  • Your order number

  • Clear photos of the item received

  • Photos showing the issue

Depending on the circumstances, we may provide:

  • A replacement item

  • Missing parts or accessories

  • A partial refund

  • A full refund

For size-related claims, we may request photographs showing the product measurements compared with the sizing information provided on the product page.

Lost or Delayed Shipments

Most orders arrive within the estimated delivery timeframe provided at checkout. If your package is taking longer than expected, please contact us and we'll gladly review the shipment status.

For shipments within the United States, an order may be considered lost if it has not been successfully delivered within 45 days after leaving our fulfillment warehouse.

Once a shipment is confirmed as lost, FurlyWell may issue either:

  • A replacement order, or

  • A full refund

Delivery timeframes for international orders may vary due to customs processing, local postal services, and regional shipping conditions.

Orders Marked as Delivered

If your tracking information shows that your package has been delivered but you have not received it, please contact us as soon as possible.

We may ask you to:

  • Verify your shipping address

  • Contact your local postal carrier

  • Obtain a non-delivery confirmation if required by the shipping carrier

We'll work with the carrier to investigate the shipment whenever possible. Please note that carrier investigations can take several weeks to complete, and final decisions are determined by the shipping carrier.

Order Cancellations

Orders may be canceled only before they enter processing.

Once fulfillment has begun, cancellations are no longer possible because your order has already been prepared for shipment.

Customized, personalized, branded, or made-to-order products cannot be canceled once production has started.

Returns

Due to the nature of our fulfillment process, returns are accepted only under the conditions outlined below.

For products without quality-related issues, return requests must be submitted within 7 days of delivery.

To be eligible for a return, items must:

  • Be unused

  • Be in their original condition

  • Include all original packaging, accessories, and components

Customers are responsible for all return shipping costs unless the return is the result of:

  • A defective product

  • Shipping damage

  • Receiving the wrong item

Please do not return any item without first contacting our support team for return authorization. Returns sent without prior approval may not be accepted.

Non-Returnable Items

The following items are generally not eligible for return unless they arrive damaged or defective:

  • Personalized or customized products

  • Branded or made-to-order products

  • Products showing signs of use or misuse

  • Products returned without original components or accessories

  • Products damaged after delivery due to improper use or handling

Refunds

Once your claim or returned item has been reviewed, we will notify you of the outcome.

If approved, refunds will be issued to your original payment method.

Please allow several business days for your bank or payment provider to process the refund after it has been issued.

Shipping charges, taxes, and other service-related fees are generally non-refundable unless the refund is the result of our error or a verified product defect.

Customer Responsibilities

To ensure successful delivery, customers are responsible for providing a complete and accurate shipping address during checkout.

FurlyWell cannot issue refunds or replacements for orders affected by:

  • Incorrect or incomplete shipping addresses

  • Refused deliveries

  • Failure to collect packages from the local carrier or pickup location

  • Unclaimed packages returned by the shipping carrier

  • Customs clearance issues beyond our control

Events Beyond Our Control

FurlyWell is not responsible for shipping delays or delivery interruptions caused by circumstances beyond our reasonable control, including but not limited to:

  • Severe weather

  • Natural disasters

  • Customs inspections

  • Labor strikes

  • Public health emergencies

  • International conflicts

  • Transportation disruptions

  • Other force majeure events

If such events occur, we'll continue monitoring your shipment and provide updates whenever new information becomes available.

Need Assistance?

If you experience any issue with your order, we encourage you to contact FurlyWell before opening a dispute with your bank or payment provider.

To help us resolve your request as quickly as possible, please include:

  • Your order number

  • A description of the issue

  • Photos or videos (if applicable)

  • Your preferred resolution (replacement or refund)

Our support team will review your request and respond as quickly as possible.

Our Promise

At FurlyWell, we know that pets are family. Every order matters to us, and we're committed to resolving any concerns fairly, transparently, and with the level of care our customers deserve.