Refund policy

At Furdear, we are committed to providing high-quality products and excellent customer service. We understand that sometimes a return may be necessary, and we are here to assist you. Please review the following return and refund policy before initiating a return.

Return Eligibility

To be eligible for a return, the product must:

  • Be returned within 30 days of the delivery date.

  • Be unused, undamaged, and in new or like-new condition.

  • Include all original accessories, components, and packaging.

  • Include valid proof of purchase.

For hygiene and sanitary reasons, Furdear cannot accept returns of pet feeders, water fountains, litter boxes, or other products that have been used or have come into contact with pet food, treats, drinking water, litter, urine, feces, or other pet waste when the return is requested for personal reasons, such as a change of mind, personal preference, or ordering the wrong product.

This restriction does not apply when a product is defective, damaged, incorrect, or otherwise unusable due to an issue caused by Furdear.

Return & Shipping Responsibilities

Returns Due to Furdear's Responsibility

If you receive a product that is defective, damaged, incorrect, or unusable due to an issue caused by Furdear, please contact us for assistance.

If a return is approved due to an issue caused by Furdear, we will provide return instructions and cover the return shipping cost. No restocking or handling fees will be charged.

Returns Due to Personal Reasons

If you wish to return an unused product due to personal preference, a change of mind, ordering the wrong product, or another reason unrelated to a product defect, you may request a return within 30 days of delivery, provided the product meets all return requirements.

The customer is responsible for the return shipping cost. We do not charge restocking or handling fees.

Please note that original shipping fees are non-refundable.

Items Not Eligible for Return

A return will not be accepted if:

  • More than 30 days have passed since the delivery date.

  • The product has been used or has come into contact with pet food, treats, drinking water, litter, urine, feces, or other pet waste, when the return is for personal reasons.

  • The product is not in new or like-new condition, including products with cracks, dents, scratches, stains, odors, or other signs of use.

  • Original accessories, components, or packaging are missing.

  • The product has been damaged or malfunctioned due to misuse, unauthorized modification, improper handling, or use contrary to the product instructions.

  • The damage was caused by uncontrollable external factors, including fire, flood, strong winds, lightning, or other similar events.

  • No valid proof of purchase is provided.

  • The item is a clearance product or gift card.

Order Cancellation

You may request to cancel your order within 24 hours of placing the order.

Orders are generally processed within 1–3 business days, excluding weekends and holidays. If your cancellation request is received within the 24-hour cancellation window and before the order has been shipped, we will make reasonable efforts to cancel the order.

Once an order has been shipped, it cannot be canceled. If you no longer wish to receive the package, please contact us at support@furdear.com for assistance.

Return Procedure

To request a return, please email us at support@furdear.com with the subject line "Return + Your Order Number."

Please include:

  • Your order number

  • The reason for the return

  • Photos of the product and its packaging

  • Any other information or documentation requested by our customer service team

Please do not send a product back before receiving return instructions and approval from Furdear.

Once your return is approved, securely pack the product with all original accessories and packaging and ship it according to the return instructions provided by our customer service team.

Please provide the return tracking number after the package has been shipped.

Return Inspection

Once your return is received at our warehouse, the product will be inspected to confirm that it meets the applicable return requirements.

If the returned product does not meet our return conditions, the return may be rejected and the product may be returned to you at your expense.

Refunds

Once the returned product has been received and the inspection process has been completed, we will determine whether the return qualifies for a refund.

If approved, the refund will be issued to the original payment method used for the purchase.

Refunds cover the eligible purchase price of the returned product. Original shipping fees are non-refundable.

The time required for the refund to appear in your account may vary depending on your payment provider, bank, or credit card issuer.

If you have questions regarding a refund, please contact us at support@furdear.com.

Damaged, Defective, or Incorrect Products

Please inspect your package and product upon delivery. If your product arrives damaged, defective, incorrect, or otherwise unusable, please contact us as soon as possible.

Please provide your order number, a description of the issue, and clear photos or videos showing the problem. Our customer service team will review the issue and provide an appropriate resolution based on the circumstances, which may include troubleshooting, replacement, repair, or refund.

If the issue is confirmed to be caused by Furdear, we will cover the applicable return shipping costs.

Exchanges

For a faster exchange process, we recommend returning the original product after your return has been approved and placing a new order for the desired product.

Replacement or exchange requests for defective products will be handled according to the specific circumstances of the case.

Important Notes

  • All returns require prior approval from Furdear.

  • Customers are responsible for return shipping costs when the return is due to personal reasons.

  • Furdear covers return shipping costs when the return is due to a confirmed defect, damage, incorrect product, or other error on our part.

  • Original shipping fees are non-refundable.

  • For hygiene and sanitary reasons, products that have been used or have come into contact with pet food, treats, drinking water, litter, urine, feces, or other pet waste cannot be returned for personal reasons.

  • We reserve the right to refuse returns that do not meet the requirements of this policy.