Refunds & Returns

Refunds & Returns

Order cancellation
All orders can be canceled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be canceled.

Returns & Exchanges

Items need to be returned in a like-new condition. Items that are damaged, unsanitary, dented or scratched may be denied a return.Please return items with all accessories and packaging. If you do not, we may either deny the return, or allow a return with a nonrefundable deduction on your refund for what is missing.If you received a discount or free item by purchasing multiple items together, you will lose that benefit if you do not return all items purchased.Exception - If we send a wrong product or damaged product then we will do a full refund.Therefore, please ensure that you make your purchase selections carefully.

Your satisfaction is our number one priority. Therefore, you can request a refund for faulty products.
Everyone who shops on /FURFURFRIEND receives the following guarantees:
1.Full Refund if you don’t receive your order within the guaranteed time (30 business days not including 4 business day processing).
2.Full refund If your item is significantly different from the product description. In that case, keep the item.

Refunds are not available under the following circumstances:
1. Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address).
2. Your order did not arrive within the guaranteed time due to exceptional circumstances outside the control of /FURFURFRIEND shop (delayed by customs, delayed by a natural disaster).

*You can submit refund requests within 14 days after the guaranteed period for delivery (14 business days not including 4 business day processing) has expired. You can do it by sending a message on the Contact Us page.
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.

Sale items
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at

Damaged Or Defective Items
Received a damaged item? No worries!  We’ve got you covered and will send out a new one free of charge. No need to return the damaged product! Please email us at  with a photo or a short video of the defective item, include your invoice number and name.
Any damaged or defective items must be reported to us within 2 days of your package delivery date.
Items are not eligible for a refund due to size or measurement issues if the shipped item is the same variant/size as you ordered. In case the size/variant issue is due to us, we accept exchange or refund requests.

Still Need Help?
We will always stand-by and happy to serve you with any question and concerns you may encountered regards to our Refunds & Returns Policy. Do feel free to reach us through:
Email :

Social Proof