Refund policy

Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

How to start a return

The fastest way to start a return is through the live chat in the bottom-right corner of our website. Our customer service team will confirm whether your item is eligible for return and will provide you with the final return address and return instructions.

If you are unable to use the live chat, or your case needs to be handled in writing, you can also email us at support@furrytailworld.com. Please contact us before sending anything back. We are not able to accept returns that are sent without prior confirmation from our customer service team, or that are sent to an address other than the one we confirm to you.

Return shipping arrangements and any associated return shipping costs will be confirmed by our customer service team when your return is approved. Please contact us first, and do not ship your item back until we have confirmed the details with you.

Return eligibility

To be eligible for a return, your item must be unused and in the same condition that you received it, in its original packaging, and you will need the receipt or proof of purchase. Because our products are designed to be used by pets, items that show signs of use, chewing or damage caused by your pet cannot be accepted for a change-of-mind return.

Damages and issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. The quickest way to reach us is the live chat in the bottom-right corner of our website. This applies whether or not the item has been used by your pet.

Exceptions / non-returnable items The following items cannot be returned:

Gift cards.
Items that have been used, chewed, modified or damaged by your pet, except where the item was defective, damaged on arrival, or not the item you ordered.
Items sent back without prior confirmation from our customer service team, or sent to an address other than the one we confirm to you.
Items marked as final sale at the time of purchase. Please get in touch if you have questions or concerns about your specific item.

Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item. If you received the wrong size or the wrong item, contact us through the live chat in the bottom-right corner of our website and we will help you arrange an exchange.

Refunds We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we approved your return, please contact us through the live chat in the bottom-right corner of our website, or email us at support@furrytailworld.com.

Contact

The fastest way to reach us is our live chat, in the bottom-right corner of our website. Our team is there to help with returns, refunds and exchanges.

For special or more complex issues that need to be handled in writing — for example a damaged, defective or wrong item, or a case we need to investigate further — please email us at support@furrytailworld.com