FAQs
🤔 Didn’t find what you need? Email us at support@furflip.shop
Shipping & Order
🚛 Where do you ship?
We have a robust logistics infrastructure that allows us to ship to most European and American countries, and all our orders will be shipped from China.
📦 When will I receive my order?
We are typically able to process your order in 5-7 business days! Once your order has shipped, the delivery time will vary based on your location. Our standard estimated shipping times are:
United States: 10-15 business days (HI/AK: 15-30 business days)
Canada: 12-18 business days
Europe: 8-15 days
Australia & New Zealand: 10-15 business days
Japan: 8–12 business days
We will make every effort to deliver your package on time. However, delays may occur due to invalid addresses, customs clearance issues, public holidays, peak seasons, local carrier delays etc, and as a result we can't guarantee an arrival date. Your patience is highly appreciated.
For the most accurate updates on your package’s whereabouts, please check your tracking link once your order has shipped.
📭 Do you ship to PO Boxes or APO/FPO Addresses?
Unfortunately, we are unable to ship to PO boxes or APO/FPO addresses at this time.
💸 How much is shipping?
Shipping costs depend on the volume and weight of the shipment, as well as the destination of the shipment.
📌 How can I track my order?
Once your order ships, you’ll receive an email notification, which will provide a link to order tracking details. You can also look up your order information on your FurFlip account and track your order here
If you are having trouble finding your tracking information, email us at support@furflip.shop and we will happily provide this for you
🗳️ Why are there no updates on the the shipping status? Is my parcel safe?
As some packages are shipped internationally, you may not see updates via local couriers until the package is in transit, cleared by local customs, and entry is granted into your country. This process can take anywhere from 3 to 5 business days. If your order is still under the estimated delivery time frame, please wait patiently! Once this process has been completed and is scanned by your local courier, you will be able to see your tracking updates.
If your order has not been updated for a long time and is overdue, you may contact us or the shipping courier for help.
🛃 Will I be responsible for any customs or duty fees?
Shipments to all countries may be subject to duties and taxes. All import (customs) duties and/or taxes will be charged once the parcel reaches its destination country.
If any, these charges must be paid by the customer before the package is released and delivered. Refunds will not be issued if customer refuses the package
🔄 Can I change or cancel my order?
We do our best to process and ship out orders as quickly as possible, so please email us right away (at support@furflip.shop) if a change needs to be made. If we're able to catch it in time, we can update your order! If your change was not captured in time, we offer quick and easy exchanges or returns.
🫥 My package shows delivered, but I didn't actually receive it - what should I do?
Please check the following:
- Please make sure your order address is correct
- Check with neighbours and family members(sometimes they will help pick it up)
- Look around the place of delivery (mailbox)
- Check for notice of attempted delivery
If you still cannot find your package, please contact us at support@furflip.shop
Returns & Exchanges
🔄 How do I place a return or exchange?
We hope you and your pup love what you've ordered! If they don’t fit perfectly, don’t worry - we've made the return process super easy!
First, please make sure your return items meet the following conditions to be eligible for a refund or exchange:
- Clothing: New condition with tags intact and returned with original packaging. Must be free of odor and dog hair
- TOYS: All toys are returned in good condition with original packaging. No signs of use.
- ACCESSORIES: Returned in good condition with original packaging. No signs of use.
Then follow the information below to exchange or return your item(s).
Exchanges:
Exchange is Free on your 1st Order! We want to make sure you get the sizing right on your first purchase and eliminate sizing issues in the future.
Please email support@furflip.shop within 14 days of the date of first receipt.
All return items must be in new condition and are subject to inspection.
For additional exchanges you will need to return your item(s) at your own cost.
Once we receive your return items, we will send your exchange items
Returns:
Email support@furflip.shop within 14 days of the date of receipt.
You will need to return your item(s) at your own cost.
All return items must be in new condition and are subject to inspection.
Once we receive your item(s), we will issue your refund or store credit, less the original shipping cost.
⏳ How long will it take for my exchange or return to be processed?
For most items, it typically takes 5-7 bussiness days to process a return. Once the return is processed, we’ll refund your original form of payment and we’ll be sure to send you an e-mail notification so you know it’s gone through.
For Exchanges:Once we’ve confirmed that the item has been returned to our facilities, process your exchange item. We will keep constant communication with you via email.
For Refunds:We will let you know once your return item has been received and then issue a refund to your original from of payment.
💵 Do you refund the delivery charge?
Exchanges are free with your first order!
Unfortunately, shipping fees for returns must be covered by the customer if the items returned for a refund are for non-quality issues.
Items on "Sale" are offered at greatly reduced prices so you can enjoy substantial savings. These items are in turn non-returnable, non-exchangeable, and non-refundable. Before buying a "Sale" item, please double-check sizing.
🙅 I received the wrong product, what do I do?
Please e-mail us at support@furflip.shop with a photo of what was received and we’ll take care of it right away.
Products
📏 How can I find the right size for my pets?
We have provided you with easy measuring tips, based on which you can choose the right size on the product page. If you are in between sizes, go with the larger size.
We understand that sizing can be a bit daunting if you’re new to online ordering for your pets. But don’t worry, we’ve got your back with our "Free exchange on your first purchase" policy! If you have any questions about specific measurements or need help on sizing, please contact us at support@furflip.shop
🧼 How do I clean my products?
Most of our fabric products are machine washable, but you should always refer to the garment label to ensure optimal care. We recommend air drying whenever possible.
Items with attached metal parts are not recommended to be washed, but can be wiped down with a damp wipe and then dried. To avoid rusting.
🎨 What should I do if I receive an item with a color difference
Although we will try our best to minimize this color difference, but due to the shooting environment, light, monitors and other factors, product images may still have a certain color difference with the real thing, and can not be completely avoided. Therefore, the product image is for reference only, the specific in kind shall prevail.
If you have strict requirements on product color, please consider carefully before placing an order, or send an email to support@furflip.shop to get in touch with us!