FAQ
Shipping and Orders
Where do you ship?
FurryTale is proud to offer shipping to over 130 countries worldwide. We ship from US, which means you will get your order within 3-7 business days if you order within US.
When will I receive my order?
We typically process your order within 1-3 business days. Once shipped, delivery times vary based on location. Our standard estimated shipping times are:
- United States: 3-7 business days
- Canada: 7-12 business days
- Europe: 5-10 business days
- Australia & New Zealand: 6-12 business days
- Japan: 4-8 business days
We strive to deliver your package on time, but delays may occur due to factors like invalid addresses, customs clearance issues, public holidays, peak seasons, or local carrier delays. We appreciate your patience and understanding.
For the most accurate updates on your package’s whereabouts, please check your tracking link once your order has shipped.
Do you ship to PO Boxes or APO/FPO addresses?
Unfortunately, we are unable to ship to PO boxes or APO/FPO addresses at this time.
How can I check the status of my order?
Once your order ships, you’ll receive an email notification with a link to track your order. You can also view your order details and tracking information in your FurryTale account.
If you have trouble finding your tracking information, email us at service@furrytale.com, and we will happily assist you.
Why are there no updates on the shipping status? Is my parcel safe?
For international shipments, updates may be delayed until the package is in transit and cleared by local customs, which can take 3 to 5 business days. If your order is still within the estimated delivery timeframe, please be patient. Once scanned by your local courier, tracking updates will be available.
If your order is overdue and has not been updated for an extended period, please contact us or the shipping courier for assistance.
Will I be responsible for any customs or duty fees?
Shipments to the following countries typically do not incur customs or duty fees: United States, Canada, United Kingdom, Germany, France, Italy, Japan, Australia, and New Zealand.
Shipments to other countries may be subject to duties and taxes. These charges must be paid by the customer before the package is released for delivery. Refunds will not be issued if the customer refuses the package.
Can I change or cancel my order?
We process orders quickly, so please email us immediately at service@furrytale.com if you need to make changes. If we can catch it in time, we’ll update your order. If not, we offer easy exchanges or returns.
My package shows delivered, but I didn’t receive it—what should I do?
Please check the following:
- Confirm your order address is correct.
- Check with neighbors or family members who may have picked it up.
- Look around the delivery location (mailbox, porch, etc.).
- Check for a notice of attempted delivery.
If you still cannot find your package, please contact us at service@furrytale.com for assistance.
Returns & Exchanges
How do I make a return or exchange?
We hope you and your pet love what you've ordered! If it doesn't fit perfectly, don’t worry—we’ve made the return process easy!
Eligibility for Refund or Exchange
Please ensure your return items meet these conditions:
- Apparel: Must be in new condition with tags intact and original packaging. Items must be free of odor and pet hair.
- Chains and Cuban Link Leashes: All chains are wrapped in protective packaging to prevent scratches. Once this packaging is removed, returns are not accepted.
- Walk Items: Must be in new condition with original packaging. Items must be free of odor and pet hair.
Exchanges
- Enjoy a free exchange on your first order! We want to ensure you get the sizing right the first time.
- Email service@furrytale.com within 30 days of the initial delivery date.
- All return items must be in new condition and are subject to inspection.
- For additional exchanges, you must return your item(s) at your own cost.
- Once we receive your return items, we will send your exchange item(s).
*Free exchange applies only to apparel and walk items (same style, different size). Excludes jewelry and Cuban link products.
Returns
- Email service@furrytale.com within 30 days of the initial delivery date.
- Return shipping costs are the customer’s responsibility.
- All return items must be in new condition and are subject to inspection.
- Once we receive your item(s), we will issue a refund or store credit, less the original shipping cost.
How long do I have to return or exchange an item?
You have 30 days from the date of delivery to return an item for an exchange or refund.
How long will it take for my exchange or return to be processed?
Exchanges and returns are processed 2-3 business days after we receive your returned item.
- Exchanges: Once we’ve confirmed receipt of the item, we’ll process your exchange. We’ll keep you updated via email.
- Refunds: Your refund will be processed 2-3 business days after the return item is delivered to our warehouse. Refunds are issued to your original payment method.
Do you refund the delivery charge?
Exchanges are free on your first order! We provide a shipping label for returns.
For non-quality issue returns, shipping fees must be covered by the customer. US customers can arrange their own return shipping or use a provided shipping label from FurryTale; a flat rate of $7 USD will be deducted from the refund to cover return shipping and handling.
Non-US customers must arrange their own shipping to our US return warehouse. This will be non-refundable.
Can I return a "Final Sale" item?
Items on "Final Sale" are offered at reduced prices for substantial savings and are non-returnable, non-exchangeable, and non-refundable. Please double-check sizing before purchasing a "Final Sale" item.