FAQs

Please have a look at our frequently asked questions.

FAQs

Please have a look at our frequently asked questions.

Shipping Information

How Long Does Shipping Take?

Our hours of operation for shipping are Monday through Friday, 10 a.m. to 4 p.m. EST, excluding weekends and major USA holidays. Orders will ship 1­-2 business days after your order gets processed. *NOTE: These timelines do not apply during restocks, new releases & special promotions. Please refer to your order confirmation email for specific shipping details!

Transit times will vary based upon a few different conditions, including but not limited to:

  • The total distance between us and you
  • Whether your parcel is a domestic (USA) or international (everywhere else) shipment
  • What delivery method you select

ESTIMATED transit times are as follows. Please note that this time frame is an estimate and not a guarantee.

DOMESTIC (U.S and CANADA)

  • Standard: 4-12 Business Days
  • Expedited: 2-6 Business Days

INTERNATIONAL

  • DHL Express: 1-4 Business Days
  • Express International: 15 – 75 Business Days

All international packages are subject to Customs, Duties, and Search. We are not responsible for Duties, Taxes, Customs Fees, and any additional fees encountered during the shipping process.

Any inquiries regarding the exact location of your package should be made to the carrier directly. Our customer service agents only have as much information as can be seen by you through your tracking number. 

How Much Does Shipping Cost?

DOMESTIC (U.S)

  • Free Shipping (7-14 Business Days) for all orders over $99  *applies for Canada, US
  • Standard Shipping (2 -8 Business Days) – US$9.99
  • Express Shipping (2 – 4 Business Days) – US$12.99

CANADA

  • Canada Post (2-8 Business Days) – US$12.99
  • Canpar (1 – 5 Business Days) – US$19.99

INTERNATIONAL

  • International Priority Tracked (5 – 22 Business Days) – US$14.99
  • DHL Express: (2 – 5 Business Days) – US$34.99

Do You Refund Shipping Fees?

Shipping fees are non-refundable. Please Note: If you refuse to accept the incurred fees and the package is determined unclaimed, denied, or otherwise refused, Furbaby Couture will not provide any form of refund nor reship the order.

How Do I Know If My Package Has Shipped And Is On Its Way?

All orders will be fulfilled within 24-48 hours with an option of standard or express. You will have an estimated time of delivery at checkout following an email with your tracking info.

Delivered, But Not Delivered?

If you receive this notice but the package is not in your mailbox, in your apartment office, or on the doorstep, here are some things to know:

  • Carriers delivery vans have GPS that sometimes automatically updates a shipment as “delivered” prematurely. Wait another business day because the package was most likely marked as delivered accidentally, and will arrive the following day.
  •  Contact your local post office. Make sure to call your LOCAL OFFICE, and NOT the HOTLINE (this can take a lot of time, and they only tell you what the tracking already says). Ask them who delivered the parcel, and ask them details about that day’s delivery. They are used to these types of questions, and can usually provide helpful information

If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it; you must contact us within 10 days to file a claim.

We will assist you in working with the carrier to complete the claims process. Please note: Claims can take up to 30 days to complete (depending on the shipping carrier used).

Furbaby Couture does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.

Where Do Our Orders Ship From?

Our main distribution center is located in Seattle, WA. However, Canadian orders ship within Canada.

Orders and Returns

How Do I Track My Order?

Please allow between 1-2 Business Days for your tracking number to update once you receive your tracking number by email.

You can also use our Order Tracking Page.

If you don’t see the email in your inbox try checking your spam folder or add contact@furbabycouture.com to your safe sender’s list.

I Have An Item I'd Like To Exchange/return

Before returning or exchanging an item, please review our Returns Policy page.

Please visit our Return and Exchange Center to submit a request for an exchange or return-for-store-credit.

Why Was My Order Cancelled?

If you’ve placed an order and received a cancellation email from us, we’re very sorry. This will usually be because the item you ordered wasn’t in the warehouse when we came to process your order. You will receive a cancellation email and a refund via the original payment method used. The refund may take up to 7 days, this is the banking process and not something we can speed up.

Why Is My Order Late?

Are you sure it’s late? Please double-check the shipping option you selected, cut off times for ordering, and the date which we said it will be delivered by. If it’s before the advised shipping date and you’ve had your dispatch email, then it’s on its way. Your shipping date has to have passed for us to be able to investigate where your order is. On rare occasions, we do come up against a bump in the road. If your shipping date has passed, please contact us by going to the ‘Contact Us’ tab on this page and have your order number ready.

I Got My Order, But An Item Is Missing, Defective, Not What I Ordered. What Do I Do?

Upon receiving your order, please thoroughly check the delivered items. If you receive an item that is defective, incorrect, or you believe that you are missing an item: please contact our Customer Care team via the Online Request Form or email us directly at  contact@furbabycouture.com within 5 days of delivery. Please report your item as soon as possible for assessment.

Include a photo and description of the issue along with your Order Number to ensure a speedy resolution. We will work with you to correct the order as quickly as possible so that your Furbaby can show off its new style!

We’ll always be happy to assist you!

Lost, Stolen Or Damaged Packages?

Furbaby is not liable for any lost, stolen, or damaged packages or for any delay caused by the act or default of the shipping carrier. Furbaby is responsible for orders until they leave our warehouse facility only. Once tracking is received, it is between the shipping company and the customer to ensure the goods arrive safely.

Others

How Can I Reach Your Customer Service Team And When Should I Expect A Response?

Our team can help with your customer service inquiries, please email contact@furbabycouture.com. Our Customer Service team is available M-F 8 am – 5 pm PST.

We do our best to respond to all customers within 48 hours. However, response times will be extended during holidays, promotions and immediately following launches/restocks. Please note, inquiries are answered in the order they are received; however, sending multiple emails will place you at the end of the queue.

Int'l Assessment Fee on my Bank Statement

When Is the Visa International Service Assessment Fee Charged?

Any transaction between a US-based merchant and a non-US-based card issuer is subject to the International Service Assessment fee. You can find more information here: https://www.cardfellow.com/blog/international-service-assessment.