We offer a 30-day return window from the date you receive your Furzzee order. If you’re not completely satisfied, you may request a return within this period.

Eligibility for Returns

To be eligible, items must be:

• In the same condition you received them — unused, unwashed, with original tags, and in original packaging.
• Free of fur, scents, marks, or chew evidence.
• Accompanied by a receipt, order ID, or other proof of purchase.
• Requested within 30 days of the carrier’s marked delivery date.

How to Start a Return

Email us at info@furzzee.com to initiate a return. We’ll provide you with the return address and instructions.

Please note: Items sent back without prior approval will not be accepted.

Return Shipping

Customers are responsible for the cost of return shipping for all returns, regardless of the reason, except where the item arrived damaged, defective, or incorrect (see below). The original delivery charge from your first order is not refunded unless the issue was on our end. We do not charge any restocking fees.

Damaged, Defective, or Incorrect Items

Please inspect your order upon arrival. If your item is damaged, defective, or incorrect, contact us within 7 days of delivery at info@furzzee.com with clear photos of the product and shipping label so we can resolve the issue promptly. In these cases, Furzzee covers return postage and will reship the correct item or refund you in full — you will never pay return shipping when the fault is ours.

Non-Returnable Items

For hygiene, safety, and supplier reasons, certain items are not eligible for return:

• Anything tagged Final Sale at checkout or bought during a clearance event.
• Beds, blankets, plush toys, or apparel that have already been used or laundered.
• Treats, chews, or grooming products whose seal has been opened.
• Customized, monogrammed, or made-to-order pieces.

If you’re unsure whether your item qualifies, feel free to reach out before shipping it back.

Exchanges

The quickest way to exchange an item is to return the original for a refund and place a new order once your return is accepted. This avoids stock holds and gets the new item moving right away.

Order Cancellations

Cancellation period: you have a 12-hour grace window after checkout to request a full cancellation, provided the order hasn’t entered our pick-and-pack queue. Within this cancellation period we will issue you a full refund. Past that point, the standard return process applies. Email info@furzzee.com as soon as possible to request a cancellation.

Refunds & Refund Processing Time

Refund method: once we receive and inspect your returned item, we will approve or reject your refund within 3 business days. Approved refunds are issued back to your original payment method (the same card, PayPal, or wallet used at checkout) within 5–10 business days of approval, for a total refund processing time of up to 10 business days from the date we receive your return. Since all applicable taxes are included in the listed price, the refund matches your original order total exactly — no tax reconciliation required. Please note that your bank or credit card provider may take an additional 3–5 business days to post the funds to your account.

If it’s been more than 15 business days since your return was approved and nothing has landed, please contact us at info@furzzee.com.

Missing or Stolen Deliveries

If the carrier has marked your parcel as delivered but it’s nowhere in sight, take a quick look around the property, ask housemates or neighbors, and check with your local Canada Post, UPS, or FedEx office. Still empty-handed? Reach out within 14 days of the marked delivery date and we’ll open a carrier claim with you.

Your Statutory Rights

Everything above is offered on top of, never instead of, the protections you already have under applicable consumer law in your jurisdiction. Nothing written here can override or waive a right that the law guarantees you.

Contact Us

FurzzeeEmail: info@furzzee.comPhone: +1 (437) 525-0022Address: 55 Smooth Rose Court, North York, ON M2J 0G7, CanadaCustomer service hours: Monday–Friday 9:00 AM–6:00 PM EST, Saturday 10:00 AM–4:00 PM EST, Sunday Closed.We aim to respond within 24 hours during our business hours.