Frequently Asked Questions
How can I contact Furlae?
You can email us at support@furlae.com, and our customer service team will be happy to assist you with any questions or concerns about your order or our products.
Do you ship worldwide?
Yes! Furlae offers worldwide shipping, so pet owners around the globe can discover our products. Delivery availability and times may vary depending on your destination.
Where do you ship from?
Our orders are fulfilled by our supplier in China and shipped directly to customers. Delivery times may vary depending on the destination and local customs procedures.
Can I change or cancel my order?
We aim to process orders as quickly as possible. If you need to change or cancel your order, please contact us at support@furlae.com within 12 hours of placing your order. Requests made after this period may not be possible if your order has already entered processing or shipping. Your statutory consumer rights remain unaffected.
What payment methods do you accept?
We accept major credit and debit cards through the payment methods available at checkout. The payment options displayed during checkout are the ones available for your order.
When will my order be processed?
Orders are generally processed within 1–3 business days. Please allow additional time during public holidays, promotional periods, or other periods of high demand.
Once your order has been processed, it will be prepared for shipment.
How long will it take to receive my order?
Due to high demand, orders may take between 1-2 weeks to arrive. Delivery times may vary depending on your location, shipping conditions, and customs processing.
We appreciate your patience and understanding while your Furlae order makes its way to you.
What if I don't receive my order?
If your order has not arrived within 30 days after shipment, please contact us at support@furlae.com so we can investigate the situation and help resolve it.
Any applicable refund or other remedy will be handled in accordance with our policies and your statutory consumer rights.
Will I have to pay customs duties or import taxes?
Because our products ship from China, additional customs duties, import taxes, or handling charges may apply depending on your destination and the applicable rules.
These charges, where applicable, depend on local regulations and the shipping arrangement used for your order. We recommend checking the relevant customs requirements for your country before placing an order.
What is your return policy?
If you wish to return an item, please contact us at support@furlae.com within 14 days of receiving your order to request return instructions.
Please contact us before sending any item back so we can guide you through the process. Return eligibility, return shipping costs, and any applicable conditions will depend on the circumstances and applicable consumer protection laws.
Your statutory rights, including any applicable rights relating to defective or misdescribed products, remain unaffected.
How can I get help with my order?
For questions about an order, delivery, returns, or our products, email support@furlae.com. Please include your order number, if available, so we can assist you more efficiently.
We're here to help make your experience with Furlae as smooth as possible.
Furlae — Less Fur. Less Mess. More Cuddles.