Return & Refund

Not happy with your purchase? Please contact help@furryhug.com - We are more than happy to sort out any issues you may have.

Order Modifications or Cancellation

After your order has been placed, you have 24 hours to contact our customer support team and request order modifications, a change of address, or a cancellation. After 24 hours, your order has already been placed in production and can no longer be modified.


Damaged/Incorrect Order

We try our best to ensure product quality and accuracy, but sometimes mistakes happen and we sincerely apologize in advance if/ when it happens. If either of these rare occurrences happens to you, please take a clear photo of the item(s) and email it to us, along with your order number to: help@furryhug.com. Once we receive your email and verify the issue, we will get a replacement sent to you right away. Please note that our policy lasts 15 days - If 15 days have gone by since your order has been delivered, unfortunately, we can’t offer you a refund or exchange for any reason including a damaged or incorrect order.


Order Not Received

If your item has not arrived within 28 days after you placed your order, please contact our support team and we will promptly take care of you.



IMPORTANT: Unfortunately, we cannot be responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information. We do our best to avoid errors by verifying the shipping information with every customer in the order confirmation sent immediately after ordering. Costs to reship the package will be invoiced to the customer.

We are also not responsible for failed deliveries due to the addressee not being home during the time of delivery.


Returns

Our policy lasts 15 days - If 15 days have gone by since your order has been delivered, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Sale items are not eligible for a return, exchange, or credit note unless faulty. If you receive an item that is damaged or faulty, please contact help@furryhug.com and our Customer Care team will be happy to assist you in repairing the faulty product.

To complete your return, we require a receipt or proof of purchase. Please note that you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.


Refunds (if applicable)

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.


Late or missing refunds (if applicable)

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 help@furryhug.com



Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at help@furryhug.com Depending on where you live, the time it may take for your exchanged product to reach you may vary.


Questions?

Customer service is our priority and we will do whatever we can to take care of you. We greatly appreciate your consideration to do business with Furry Hug and please let us know if you have any questions. You can contact us at help@furryhug.com