Shipping Policy

At Furfectly Yours, we're committed to delivering quality pet supplies to your door. This Shipping Policy explains our shipping process, delivery times, costs, and what to expect when you order from us.

We work with trusted fulfillment partners and carriers worldwide to ensure your products arrive safely. For questions about your order or shipping, contact us at petsupport@furfectlyyours.com

1.1 We Ship To

• United States: All 50 states (including Alaska and Hawaii)
• Canada: All provinces and territories
• United Kingdom: England, Scotland, Wales, Northern Ireland
• European Union: All 27 EU member countries
• Australia & New Zealand
• Select International Countries: Check availability at checkout

1.2 Shipping Restrictions

Please note:

• Some products may have country-specific shipping restrictions due to regulations
• Certain pet foods, treats, and supplements may not be available for international shipping
• Remote or rural areas may experience longer delivery times
• We cannot ship to P.O. boxes for most items (residential address required)

2.1 Multiple Items in One Order

If your order contains multiple products:

• Items may ship from different fulfillment centers
• You'll receive separate tracking numbers for each shipment
• Items may arrive on different days
• You only pay ONE shipping fee - we cover additional costs

3.1 Standard Processing

Processing time: 1-3 business days

• Orders are processed Monday through Friday (excluding U.S. holidays)
• Orders placed after 2:00 PM EST may process the next business day
• Weekend orders typically process on the following Monday
• You'll receive an order confirmation email immediately after purchase
• You'll receive a shipping confirmation with tracking once shipped

3.2 Peak Season & High Volume Periods

During holidays, major sales events, or peak shopping seasons:

• Processing may take 3-5 business days
• Carrier delays may extend delivery times
• We'll notify you of any significant delays
• Order early to ensure timely delivery

3.3 Product Availability

If an item becomes unavailable after you place your order:

• We'll contact you within 2 business days
• You can choose a similar product, wait for restock, or receive a refund
• Other items in your order will ship as scheduled

4.1 United States Shipping

Notes for US Shipping:

• Most orders ship from US-based fulfillment centers for faster delivery (typically 5-8 business days)
• Some specialty items may ship from international locations (10-20 business days)
• Alaska, Hawaii, and U.S. territories may add 3-7 business days
• Rural or remote areas may experience slight delays

4.2 International Shipping

International Shipping Important Information:

• Delivery times include processing (1-3 days) + shipping + customs clearance
• Customs processing can add 5-15 business days or more (varies by country)
• Tracking may show limited updates during international transit and customs
• Final shipping cost calculated at checkout based on weight and destination
• Some products cannot be shipped to certain countries due to regulations

4.3 Free Shipping Promotion

4.4 Delivery Time Examples

Example for US Standard Shipping:

• Order placed: Monday, November 9th at 3:00 PM EST
• Processing starts: Tuesday, November 10th
• Ships: Thursday, November 12th (2 business days processing)
• Estimated delivery window: November 22nd - December 3rd (8-15 business days from ship date)

5.1 How Shipping is Calculated

Shipping costs are based on:

• Package weight: Heavier items cost more
• Package dimensions: Oversized items may have additional fees
• Destination: International shipping costs more
• Shipping method: Expedited costs more than standard

5.2 See Costs Before You Buy

Exact shipping cost is displayed at checkout before you complete your purchase. No hidden fees or surprise charges!

5.3 Oversized or Heavy Items

Items over 40 lbs or with large dimensions may require special handling:

• Additional shipping fees clearly shown at checkout
• May require signature upon delivery
• Curbside delivery only (driver won't bring inside)

6.1 Receiving Your Tracking Number

Once your order ships, you'll receive an email with:

• Tracking number(s)
• Link to track your package
• Carrier name (USPS, UPS, FedEx, DHL, or regional carriers)
• Estimated delivery timeframe

6.2 How to Track Your Order

Option 1: Click the tracking link in your shipping confirmation email

Option 2: Log into your Furfectly Yours account → Orders → View Details

Option 3: Visit the carrier's website and enter your tracking number manually

6.3 Understanding Tracking Updates

6.4 What to Do If Tracking Isn't Updating

• Wait 5-7 business days from ship date for the first scan
• Check back every 2-3 days for updates
• Allow the full estimated delivery window before contacting us
• Contact us if no tracking updates after 10+ business days from ship date

6.5 Tracking Status Meanings

• "Order Placed": We've received your order
• "Processing": Your order is being prepared by our fulfillment partner
• "Shipped": Package has been handed to the carrier
• "In Transit": Package is on its way to you
• "Out for Delivery": Package will arrive today (not all carriers show this)
• "Delivered": Package has been delivered to your address
• "Exception": Delay or issue - check details or contact carrier

7.1 Customs, Duties, and Taxes

7.2 Customs Processing Times

Customs clearance is beyond our control and can significantly delay delivery:

• Typical customs processing: 3-14 business days
• Peak seasons or high volume: 2-4 weeks or longer
• Random inspections may add additional time
• Food items, supplements, and pet products often require extra inspection
• We cannot expedite customs clearance

7.3 Customs Documentation

All international packages include:

• Commercial invoice with accurate product descriptions
• Declared product values for customs
• Required customs declaration forms

7.4 Prohibited Items for International Shipping

Some items cannot be shipped internationally:

• Certain pet foods and treats (varies by country)
• Supplements and vitamins (many countries restrict)
• Aerosol products
• Items with batteries (some restrictions)

Product pages will indicate if international shipping is unavailable.

7.5 International Address Requirements

Ensure your address includes:

• Complete street address (residential address preferred)
• City and postal/ZIP code
• Province, state, or region
• Country
• Phone number (REQUIRED for customs and carrier contact)

8.1 How Packages Are Delivered

Most packages are delivered without requiring a signature:

• Left at your front door, porch, or building entrance
• Handed to building management or mailroom (apartments/condos)
• Left in a safe location at the carrier's discretion

8.2 Signature Required Deliveries

Some shipments require a signature:

• High-value orders (typically over $150-$200)
• Most international shipments
• Packages requiring age verification

If you won't be home for a signature-required delivery:

• Carrier will leave a notice with instructions
• You can schedule redelivery through the carrier
• You can pick up at a local carrier facility or post office
• Some carriers allow pre-authorized signature release

8.3 Delivery Attempts

• Carriers typically make 2-3 delivery attempts
• After failed attempts, packages are held at a local facility
• You'll have 5-7 days to pick up before the package is returned
• Packages returned due to failed pickup are subject to return fees

9.1 Package Shows Delivered But Not Received

Before contacting us, please:

1. Wait 48-72 hours - Sometimes carriers mark packages delivered before actual delivery
2. Check everywhere: Front door, back door, side entrance, garage, porch, mailbox, bushes, neighbor's porch
3. Ask household members - Someone else may have brought it inside
4. Check with neighbors - May have been delivered to wrong address
5. Contact building management - If in apartment/condo
6. Check carrier's photo - Many carriers take delivery confirmation photos

If still not found after 3 days:

• Contact the carrier and file a claim using your tracking number
• Email us at petsupport@furfectlyyours.com with your order number
• We'll investigate and work toward a resolution (replacement or refund)

9.2 Damaged Package or Items

If your package arrives damaged:

• Take photos immediately: Damaged box, packaging materials, and damaged items
• Keep everything: Don't discard packaging - may be needed for carrier inspection
• Contact us within 48 hours: Email petsupport@furfectlyyours.com
• Include: Order number, tracking number, clear photos, damage description

We'll review and arrange replacement or refund. Please allow 3-5 business days for claim processing.

9.3 Wrong or Missing Items

If you received incorrect items or items are missing:

• Contact us within 7 days of delivery
• Provide order number and photos of items received
• We'll send correct or missing items at no cost
• Wrong items may need to be returned (we'll provide prepaid label if required)

9.4 Delayed Shipments

When to contact us about delays:

• US Orders: Not delivered 20+ business days after order date
• International Orders: Not delivered 40+ business days after order date
• No tracking updates: 15+ business days after shipment with no scans
• Tracking shows "exception": Contact us immediately

9.5 Package Stuck in Customs (International)

If your package is held at customs:

• This is beyond our control - customs operates independently
• Processing can take 1-4 weeks or longer
• You may be contacted directly by customs for payment or information
• Track via your local postal service website for customs updates
• Contact your local customs office directly for status
• We cannot expedite customs or provide refunds for customs delays
• Refusing customs fees will result in package return (no refund)

9.6 Lost Packages

If your package appears lost:

• Allow the full estimated delivery window plus 7 days
• Contact the carrier first to file a trace request
• Contact us with order number and carrier information
• We'll work with fulfillment partners to investigate
• Resolution options: replacement order or refund (after carrier investigation)

10.1 Before Your Order Ships

To change shipping address or cancel an order:

• Contact us IMMEDIATELY at petsupport@furfectlyyours.com
• Include order number and requested changes
• We'll make changes if order hasn't shipped yet
• Time sensitive: Most orders ship within 1-3 days

10.2 After Your Order Ships

Once shipped, we cannot change the address. Options:

• Contact the carrier directly using your tracking number
• Some carriers allow package redirection (fees may apply)
• Refuse delivery and contact us for reshipping (additional fees apply)

10.3 Customer Address Errors

11.1 Before Shipment

To cancel your order before it ships:

• Email petsupport@furfectlyyours.com immediately
• Include order number and cancellation request
• If successfully cancelled: Full refund to original payment method (3-5 business days)

11.2 After Shipment

Once shipped, orders cannot be cancelled. You may:

• Refuse delivery when package arrives (return fees apply)
• Accept delivery and return per our Return Policy

For detailed return and refund information, please see our Return Policy.

Quick Summary:

• 30-day return window for eligible items
• Items must be unused and in original packaging
• Customer pays return shipping (unless item is defective)
• Refunds processed within 5-10 business days after we receive the return

For return requests, email petsupport@furfectlyyours.com

13.1 Holiday Shipping

During major holidays:

• Order early - processing and delivery times extend during peak periods
• Processing may take 3-7 business days
• Carrier delays are common
• Holiday cutoff dates posted on website
• No guaranteed delivery dates during holidays

13.2 Weather & Natural Disasters

Severe weather, natural disasters, or emergencies may cause:

• Extended processing times
• Carrier delays or service suspensions
• Package holds at carrier facilities

We cannot control or predict these delays but will keep you updated.

13.3 Carrier Strikes or Service Disruptions

If carriers experience strikes, shutdowns, or major disruptions:

• Deliveries will be significantly delayed
• We'll notify affected customers
• No refunds for delays outside our control

All shipments include basic carrier insurance:

• Covers loss or damage during transit
• Claims filed by us on your behalf
• We'll arrange replacement or refund after claim approval
• High-value orders may include additional insurance automatically

We may update this Shipping Policy at any time. Changes will be posted on this page with a new "Last Updated" date. Significant changes will be announced via email or website notification.

Your continued use of our services after changes constitutes acceptance of the updated policy.