Return policy

Last updated: November 12, 2024

 

 Not Satisfied? Get a Refund.

If you or your cat are not completely satisfied with your Furrbby product, you can return it within 30 days of delivery for a refund. Please note that reconditioned products and items not labeled with a "30-day return policy" are not eligible for returns.

Return Shipping Costs: You are responsible for the return shipping costs to our processing address in CA, depending on your location.

Quality Issues: If the product is damaged or broken, please send relevant photos or videos to support@furrbby.com and we will help you file a claim.
 

How to Return or Replace Your Furrbby Product

Step 1: Start the Return Process 

To initiate a return, contact us at support@furrbby.com and provide your order information and return reason, photos of the unused product in its original condition and securely repackaged for return. We will initiate your return process and send you the return address after confirming your return request. Please note that we are not responsible for return shipments without prior notification.

Step 2: Preparing Your Return

To ensure a smooth refund process, please ensure the product and all accessories are packed in clean, undamaged condition within their original packaging.
  • Missing Parts: The cost of any missing components or accessories will be deducted from your total refund amount.
  • Restocking & Cleaning Fee: Due to the strict health and safety standards of pet products, and out of responsibility for the well-being of all cats, a 15% professional cleaning Fee & restocking fee will be applied to any returned items that have been used, opened, or returned in an uncleaned condition to cover compulsory sanitization, inspection, and repackaging.

No Original Packaging? No Problem!

You can still return your Furrbby product even without the original packaging. However, without the original box, we cannot guarantee that the product won't be damaged during shipping, which may increase shipping costs. Oversize packaging also lead to shipping surcharge.

Step 3: Ship Your Return

Please ship your item back at the post office nearby in 5 days after you initiate the return. Remember to send us the information of your carrier and tracking number after sending the parcels. It will really expedited your return and refund process. We recommend using FedEx or UPS to return the product for a fair shipping cost.

Step 4: Inspection and Processing

Once we receive your returned unit, it will be inspected for damage and functionality. Any costs for missing parts, accessories, or damages due to improper packaging will be deducted from your refund.
Your refund will be processed to the original method of payment within 5 to 7 business days of receiving your returned unit. Please note that your payment provider may take up to 10 business days or longer to deposit the money into your account.

  • Non-Refundable Shipping Fees: Original shipping fees, including express or expedited shipping costs, are non-refundable as the delivery service was already rendered by the courier.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate and send you the replacement ASAP.
If the product was damage during shipping, we will need your help to procure the documentation needed to file a claim with the shipping company - which includes photos of the box, labels, wrapping, and damage to the piece caused by shipping company. If an item is lost in transit, we will work diligently with you to either replace it or offer a refund.