Frequently Asked Questions

Frequently Asked Questions

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 8am - 5pm 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.

 

I have an item I'd like to exchange/return

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

To view our complete return and exchange policy, please visit our Returns page

 

How long does shipping take?

Our hours of operation for shipping are Monday through Friday, 8 a.m. to 6 p.m. PST. Processing for orders do not include weekends or holidays. Orders will ship 1­-2 business day after you order. *NOTE: during restocks, new releases & special promotions, there can be an additional 2-4 business days of processing time. Once shipped, transit times vary depending on service selected. Please note, we are not responsible for any shipping deliveries that may be affected by, but not limited to, the following: customs, natural occurrences, air/ground transportation strikes/delays.


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

  • 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: 2-8 Business Days
  • Expedited: 2-4 Business Days

 

INTERNATIONAL 

  • DHL Express: 2-5 Business Days
  • Express International: Up to 6 Days
  • Standard: 7-21 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 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. 

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.

 

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 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:

  • USPS 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 USPS 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 the parcel does not show up (extremely rare occasion), please call the Post Office and file a claim. Furbaby Couture cannot reimburse orders that were misdelivered by the post office or stolen from a property, thank you for understanding!

 

I got my order, but an item is missing, defective, not what I ordered. What do I do?

Once you receive your order please thoroughly check your delivered items immediately. 

If you believe an item is missing/defective/not part of your order, you must email our customer care department at contact@furbabycouture.com within two days of received and let us know.

We'd be happy to assist you!