How can we help?

Email support@furdear.com with your order number within 24 hours of placing your order. If your order has not shipped, we will make reasonable efforts to cancel it. Cancellation is not guaranteed, and shipped orders cannot be canceled.

Contact support@furdear.com within 24 hours of placing your order and include your order number and the correct address. We cannot guarantee changes once processing has begun or the order has shipped. Additional shipping costs may apply if a package must be resent or redirected.

The payment methods available for your order are shown at checkout. Please check the available options before completing your purchase.

Contact support@furdear.com as soon as possible with your order number, a description of the issue, and clear photos or a video of the product and packaging. Our team will review the issue and advise on the next steps. If a return is required for a confirmed issue caused by Furdear, we will cover the applicable return shipping cost.

We currently ship to the contiguous United States only. We do not ship to Alaska, Hawaii, U.S. territories, P.O. boxes, or APO/FPO addresses. International shipping is not currently available from this online store.

Standard shipping is free on orders of $69.99 or more and costs $4.99 for orders below $69.99. Expedited shipping costs $12.99. Please review the shipping options available at checkout.

Orders are generally processed within 1–3 business days, excluding weekends and holidays. After shipment, standard delivery is estimated at 3–8 business days and expedited delivery at 3–5 business days. These transit estimates do not include order processing time and may vary due to carrier or other delays.

Once your order ships, we will email you the tracking details. Follow the link in that email or use Track my order on our website. Tracking updates may take some time to appear after the carrier receives the package.

Check the latest tracking updates and confirm the shipping address in your order confirmation. If tracking shows delivery, check around your property and with household members or your building office. If you still cannot locate your package, or tracking has not updated beyond the estimated delivery window, email support@furdear.com with your order number and tracking details so we can help investigate.

Eligible unused products may be returned within 30 days of delivery with all original packaging, components and accessories, along with valid proof of purchase. Returns require prior approval. For personal-reason returns, products that have been used or have come into contact with pet food, treats, drinking water, litter or pet waste are not eligible. This restriction does not apply to confirmed issues caused by Furdear. See our Return & Refund Policy for full conditions.

If the product is unused and meets all return conditions, you may request a return within the 30-day return period. Once it has been used or has come into contact with food, water, litter or pet waste, we cannot accept a return for personal reasons, including your pet's preference. If you believe the product is faulty, please contact our support team for help.

Email support@furdear.com with the subject line “Return + Your Order Number.” Include your reason for returning the item and photos of the product and packaging. Wait for approval and return instructions before sending anything back. Pack all original components and accessories, then share the return tracking number with our team after shipping.

Customers pay return shipping for approved personal-reason returns. If a return is approved because of a confirmed defect, damage, incorrect item or another issue caused by Furdear, we cover the applicable return shipping cost. We do not charge restocking or handling fees. Original shipping fees are non-refundable under our current policy.

After your return is received and checked against our return requirements, we will determine whether it qualifies for a refund. Approved refunds are issued to the original payment method. The time it takes to appear in your account depends on your bank or payment provider. For an update, email support@furdear.com with your order number and return tracking details.

Used products, products that have contacted pet food, water, litter or pet waste, items with damage or signs of use, and items missing original packaging or components are not eligible. Clearance products and gift cards are also excluded under our current policy. Returns outside the 30-day period or without valid proof of purchase do not qualify. Please see the full policy for all exclusions. Contact us separately if your product has a defect or arrived damaged or incorrect.

For an eligible personal-reason exchange, contact us to request a return first, then place a new order for the product you want. Requests involving a defective product are reviewed individually by our support team.

Our 1-year limited warranty covers confirmed defects in materials and workmanship under normal, intended use, starting from the date of delivery. Valid proof of purchase from the official Furdear store or an authorized retailer is required. Depending on the issue, Furdear may offer repair, a new or equivalent replacement, or a full or partial refund. Please see our Warranty Policy for complete eligibility and exclusions.

Email support@furdear.com with your order number or valid proof of purchase, the product model, a description of the issue, and clear photos or a video. Our team may ask you to complete troubleshooting steps. Please do not send back or dispose of the product unless instructed. We cover applicable return shipping for confirmed covered defects.

Exclusions include normal wear, misuse, accidental damage, unauthorized repairs or modifications, pet damage, and cleaning or maintenance contrary to the instructions. Consumable and replaceable parts, such as batteries, filters and feeder rotors, are generally excluded unless the issue is caused by a manufacturing defect. Other exclusions apply; please review the full Warranty Policy.

The 30-day personal-reason return period is separate from warranty coverage. If your product develops a covered defect within the 1-year warranty period, contact our support team for assessment. The appropriate solution depends on the issue and the terms of our Warranty Policy.

No. A replacement product or component is covered for the remaining period of the original warranty, unless applicable law requires otherwise.

Visit User manuals in our Support menu and choose your product model. If you cannot find the manual you need, email support@furdear.com with your model name.

Cleaning instructions vary by model and component. Follow the care instructions in your product's user manual, and only put parts in the dishwasher if they are specifically identified as dishwasher-safe. Do not rinse or immerse electronic components. If you are unsure about a part, contact us before cleaning it.

No. Connectivity, camera, audio and other smart features vary by model. Check the product page and user manual for your exact model. If you need help choosing, email support@furdear.com with the features you are looking for.

Include your product model, order number, a short description of what happened, and clear photos or a video where helpful. For app-related issues, include the app name and a screenshot of the message you see. Do not include your account password or payment details.