Questions about an order, shipping, tracking or returns? The most common answers are below.
Are your products just for cats?
Most of the range is made for cats: climbing shelves, towers, fountains, toys and grooming tools. A few pieces, like the bath brush, grooming gloves and walking essentials, work just as well for small dogs, and we say so on the product page.
How quickly will you answer my message?
We reply to messages and emails in the order they arrive, usually within 24 hours on business days. Send us your order number if your question is about an order and we can help faster.
How much does shipping cost?
Orders of $99 or more ship free. Under $99, standard shipping is $5.95 within the US, $7.95 to Europe and $9.99 to our other international destinations. A few items from partner brands ship directly from the brand, and their shipping is calculated at checkout.
How long will my order take to arrive?
Orders are processed within 1 to 3 business days. After that, please allow up to 12 days for delivery. Most orders arrive well before that, and the full details are in our Shipping Policy.
Will my order arrive in one package?
Not always. If your order includes items that ship from different warehouses or partner brands, they may arrive in separate packages a day or two apart. Each package gets its own tracking number.
How can I track my order?
Once your order ships, we email you a tracking number. You can also check its progress any time on our Track Your Order page.
Why isn't my tracking number working yet?
Tracking can take a few days to update, especially while a parcel moves between carriers. If there is still no update after 5 business days, contact us with your order number and we will look into it.
My tracking says delivered, but I don't have my order. What should I do?
Check your mailbox, porch, and with neighbours or your building's front desk first, and give it 24 to 48 hours, since parcels are sometimes marked delivered early. If it still hasn't turned up, contact us with your order number and we will help you trace it with the carrier.
Can I change my shipping address after placing an order?
Orders are prepared quickly, so email us as soon as possible with your name, order number and the correct address. We will do everything we can to update it before the parcel leaves, but once it has shipped we can no longer change it.
What if an item arrives damaged or something is missing?
We're sorry if that happens. Contact us within 15 days of delivery with your order number and a photo of the item and packaging, and we will make it right with a replacement or refund.
What is your return policy?
You can return an item within 15 days of delivery if it is unused, in the same condition you received it and in its original packaging. Return shipping costs are paid by the customer and are non-refundable. See our Return & Refund Policy for the full details.
What happens if an item is out of stock?
If something in your order is out of stock, we will email you with the expected ship date. If it won't be back within 2 weeks, we refund that item automatically.
Still need help? Send us a message or email support@furevercozypetz.com.