Refund policy
Last updated November 6, 2026
This Return and Refund Policy applies to purchases made from Furwick Pets through https://furwickpets.com. Furwick Pets is operated by FURWICK PET GOODS LLC.
Return Window
You may request a return within 14 business days after the carrier confirms delivery of your order. The return window begins on the delivery date, not the order date or shipping date.
Return Eligibility
To qualify for a return, the item must be unused, unworn, unwashed, free from pet hair or other signs of use, and returned with its original packaging, accessories, tags, manuals, and proof of purchase. We may decline a return if the item is materially altered, damaged after delivery, or incomplete for reasons unrelated to a product defect or our error.
Items That Cannot Be Returned
- Gift cards and downloadable products.
- Personalized or custom-made products, unless defective, damaged, or supplied incorrectly.
- Used hygiene-sensitive pet products that cannot safely be resold, unless defective, damaged, or supplied incorrectly.
Nothing in this policy limits rights that cannot legally be excluded under applicable consumer law.
How to Start a Return
Before sending any item, contact our customer service team and include your order number, the item you want to return, the reason for the return, and photographs if the item arrived damaged, defective, or incorrect.
Email: support@furwickpets.com
Once the return is approved, we will provide return instructions and a prepaid return shipping label. Returns sent without authorization may be delayed because we may be unable to match the parcel to the correct order.
Return Address and Return Shipping
Approved returns are sent to our registered business address at 3169 Valley Blvd, Bowling Green, KY 42161, United States. Please contact us before shipping so we can issue the correct authorization and prepaid label.
We pay the return shipping cost for approved returns. Customers are not charged a return shipping fee or restocking fee. Use the prepaid label we provide and retain the carrier receipt until the return is completed.
Exchanges
To request an exchange, contact us within the same 14-business-day return window. If the replacement item is available, we will arrange the exchange after approving the request. If it is unavailable, we will issue a refund according to this policy. We pay the shipping costs for approved exchanges.
Damaged Incorrect or Defective Items
Contact us as soon as reasonably possible if your order arrives damaged, defective, incomplete, or different from what you ordered. Include photographs of the item, packaging, and shipping label when available. After review, we will provide a replacement or refund at no cost to you.
Refund Timing
We will inspect the returned item and issue an approved refund to the original payment method within 3 business days after we receive the return. You will receive a confirmation when the refund is issued. Your bank or card provider may require additional processing time before the credit appears on your account.
Cancellations and Order Changes
Contact us promptly if you need to cancel an order or change an address. We will try to help before fulfillment begins, but we cannot guarantee changes after an order has been processed or transferred to the carrier. If the order has already shipped, the standard return process applies after delivery.
Return Support
Email: support@furwickpets.com
Phone: +1 504-289-7898
Business hours: Monday through Friday, 9:00 AM to 6:00 PM Central Time, excluding public holidays
Messages received outside business hours are handled on the next business day.