Refund policy
Returns & Refunds Policy
We want you and your pet to be happy with every Furlyn order. If something isn't right, we're here to help.
Eligible Returns
For non-personalized items, you may request a return within 30 days of delivery. To be eligible, the item must be unused, in the condition you received it, and include original packaging where applicable, along with your order information or proof of purchase.
Please contact us at support@furlynco.com before sending anything back. A return request does not automatically mean a return has been approved — once approved, we'll send you return instructions.
Personalized Products
Personalized or custom-made items, such as our Personalized Pet ID Tag, are made specifically for your order and are generally final sale. If your personalized item arrives damaged, defective, incorrect, or doesn't match what you submitted due to an error on our end, contact support@furlynco.com and we'll make it right.
Cancellations
You may request a cancellation before your order enters processing or fulfillment by emailing support@furlynco.com with your order number. We can't guarantee a cancellation once processing, fulfillment, or shipping has begun.
Order Changes
Need to update your shipping details, personalization, or product selection? Contact us as soon as possible. Changes can't be guaranteed once processing or fulfillment has started.
Damaged or Defective Items
If your item arrives damaged or appears defective, contact support@furlynco.com within 7 days of delivery with your order number, a description of the issue, and photos of the product and packaging. We'll review and offer an appropriate resolution, such as a replacement or refund.
Incorrect Items
If you received the wrong product, variant, or personalization due to an error on our part, contact us within 7 days of delivery and we'll review and resolve it.
Return Shipping
For an approved change-of-mind return where the issue wasn't caused by Furlyn, the customer is responsible for return shipping costs unless we state otherwise or applicable law requires otherwise. For verified damaged, defective, or incorrect items caused by us or our fulfillment partner, we'll provide appropriate instructions.
Return Address
Please contact us before sending a return. Approved returns will receive specific return instructions.
Refunds
Once your return or claim is reviewed, we'll notify you of the outcome. Approved refunds are issued to your original payment method. Your bank or payment provider may require additional time to process the refund after we issue it. Shipping costs are not automatically refundable unless required by law or specifically approved by us.
Exchanges
For exchange requests, contact support@furlynco.com and we'll go over the options available for your order. Damaged or incorrect items follow the process above rather than a standard exchange.
Lost or Missing Packages
If your order hasn't arrived as expected, contact support@furlynco.com with your order number. We'll review available tracking information and coordinate with our carrier or fulfillment partner where appropriate.
If a package is marked delivered but you can't find it, please check the delivery location, with household members, and with neighbors, and review the carrier's tracking details before reaching out — we're happy to help if it's still missing.
This policy does not affect any rights you may have under applicable law.