Return and Refund Policy

Cancellation:

Your order will be processed within 2 business days after order placed on Furrytail .You may cancel your order before it gets shipped. Customers need to contact service@furrytail.net directly to cancel your order. After the order gets shipped, no cancellation request will be accepted. 


After your cancellation application gets authorized, your refund will appear on your original payment method within 15 business days.



Return & Exchange:

Thank you for shopping with Furrytail. You can return or exchange within 7 days after you receive the package, if you are not satisfied with your purchasing. Please make sure the package is not open and it won't affect next sale. 

Due to the particularity of pet products, in order to avoid bacterial cross infection, we do not accept return or exchange if the package has opened and there is not a quality issue of your products. 


If your products arrived damaged, please be sure to contact us via email immediately!

To be eligible for a return or exchange, all returned merchandise must be in its original packaging. Your return needs to include the original packing slip to be accepted.We will provide a return label (as no cost to you) via email for any orders that were fulfilled incorrectly or arrived damaged. 


Return & Exchange Instructions:

To return or exchange an item you ordered: 

    1. Request a return or exchange by sending an email to service@furrytail.net, the order number of the product you want to return and the reason for return need to be included in the email. If you return orders that were fulfilled incorrectly or arrived damaged, please enclose its photos. Once your return or exchange request is received, it usually takes 5 business days for your request to be processed and authorized by our Customer Service Department.  
    2. You will receive our response via email once your return or exchange request review is completed. Print your return label (if applicable) and package your items securely for return or exchange. The products you want to return or exchange need to be sent off  within 5 business days of the receipt of our return/exchange authorization. 
    3. Please provide us with the tracking number for your return/exchange by sending an email to service@furrytail.net. All returns and exchanges must include a tracking number (Canada Post, UPS, FedEx). Failure to do so may delay the processing of your return.
If you initiate an exchange, a new product will be shipped and a new tracking number will be updated to you via email after we received your original order. 

    Return & Exchange Address

    Unit375 6628 River Road. Richmond BC. Canada V6X 1X5

    Refunds

    1. You can expect to see your refund returned to your original payment method/ store credit within 15 business days of us receiving your return. If you used a credit card and we have not yet collected payment, the hold will be taken off your account.
    2. Shipping costs for the original order are not refundable if there is no quality issue of your products. The cost of return shipping will be deducted from your refund. 
    3. If you do not receive your refund, please contact service@furrytail.net.

    Exclusions

    Food, snacks and supplements are final sale and not eligible for return or exchange.


    Customer Service

    Tel: +1 778 229 5361

    E-mail: service@furrytail.net

    Return & Exchange Address: Unit375 6628 River Road. Richmond BC. Canada V6X 1X5

    Note: All return requests need to be initiated by contacting service@furrytail.net, otherwise returns will not be accepted.

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