At FurryPetsStore, we want you and your furry friends to be completely happy with your purchase. If you’re not satisfied, we’re here to help with our straightforward returns and exchanges process.

Our Return Policy

You may return most items within 15 days of receiving your order for a refund or exchange. To be eligible for a return:

  • The item must be unused and in the same condition you received it
  • The item must be in its original packaging
  • You must provide the receipt or proof of purchase

Non-Returnable Items

For health and safety reasons, we cannot accept returns on the following products:

  • Opened food and treats from our Feeding & Water category
  • Used health and grooming products from our Health & Wellbeing section
  • Personalized or custom-made items
  • Items marked as “final sale”

How to Initiate a Return or Exchange

Follow these simple steps:

  1. Contact our customer service within 15 days of receiving your order at [email protected] with your return/exchange request
  2. Provide your order number and details about the product you would like to return or exchange
  3. Wait for approval – we’ll respond within 1-2 business days with return instructions
  4. Pack your return securely in the original packaging (include all parts, accessories, and documentation)
  5. Ship your return to our warehouse (we’ll provide the address in your approval email)

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error (wrong item shipped or defective product). We recommend using a trackable shipping service as we cannot guarantee receipt of returned items.

Refund Process

Once your return is received and inspected (usually within 3-5 business days of arrival at our warehouse), we’ll process your refund or exchange:

  • Refunds will be issued to the original payment method
  • Credit card/PayPal refunds typically appear within 5-10 business days, depending on your financial institution
  • Exchanges will be shipped once we receive your return (standard shipping times apply)

Please note that original shipping fees are non-refundable (except in cases of our error).

Damaged or Defective Items

If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damage and your order number. We’ll arrange for a replacement or refund and cover all associated shipping costs.

Return Request Template

Subject: Return Request for Order #[Your Order Number]

Email Body:

Dear FurryPetsStore Team,

I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:

  • Product Name: [Product Name]
  • Reason for Return: [Reason – e.g., wrong size, defective, changed mind]
  • Preferred Resolution: [Refund/Exchange for [Product Name]]

Please let me know the next steps to complete this process.

Thank you,

[Your Full Name] [Your Contact Information]

Need Help?

Our pet-loving customer service team is happy to assist with any questions about returns or exchanges. Contact us at [email protected] and we’ll respond within 1-2 business days.

Thank you for shopping at FurryPetsStore – where your pet’s happiness is our top priority!