Frequently Asked Questions
Quick answers about ordering, shipping, returns and refunds.
How long will my order take to arrive?
Most orders ship within 1-2 business days, then arrive in 4-9 business days. These are estimates and can vary with your destination and the carrier.
How much does shipping cost?
Orders of $50 or more ship free. All other orders pay a flat $4.99 shipping charge.
How do I track my order?
Once your order is dispatched, we email you a shipping confirmation with your tracking information. Tracking updates can take up to 48 hours to appear.
You can also check your order status on our Track your order page.
Do you ship outside the US? Will I pay customs fees?
Yes. We ship to the United Kingdom, usually in 3-7 business days, and to the other countries listed in the country menu at checkout, usually in 5-10 business days, after dispatch.
Any import duties and customs charges on your order are covered by us or our fulfillment partners, so you should not be asked to pay anything on delivery. If a carrier asks you for a payment, contact us first.
Can I cancel or change my order?
Yes, before it is dispatched. Email us at support@myfurrypaws.com as soon as you can. If the order has not shipped, we cancel it and refund you in full.
If you spot a mistake in your address, tell us right away. We will try to correct it before dispatch, but once an order is on its way changes cannot always be made.
What is your return policy?
You can return any item within 30 days. We send you a free prepaid return label, there are no restocking fees, and every approved return gets a full refund, including the original shipping charge.
For a change-of-mind return, the item should be unused and in its original packaging.
What if my pet doesn't like it?
That is what our 30-day money-back guarantee is for. If your pet tries the product and does not like it, send it back for a full refund, no questions asked. Normal use while trying it is fine, just include all the parts and accessories.
How do I start a return?
Email us at support@myfurrypaws.com with your order number and the items you want to return. We reply with return instructions and a prepaid return label. Please wait for the instructions before sending anything back, so we can match the parcel to your order.
When will I get my refund?
We inspect your return within 5 business days of receiving it, then issue the refund within 5 business days of approval, to your original payment method. Your bank or payment provider usually takes another 5 to 10 business days to show it.
What if my order arrives damaged or wrong?
Sorry about that. Please email us at support@myfurrypaws.com as soon as possible with your order number, a short description, and photos if you have them. We will send a replacement or a refund, and you will never pay to send anything back.
Still have a question? Visit our contact page or email us at support@myfurrypaws.com.