Returns

At Furry Tales, we prioritize your satisfaction and strive to ensure that every product you purchase meets your expectations. However, we understand that there may be occasions when a product arrives damaged, faulty, or you simply need to make an exchange. Our returns process is straightforward and customer-friendly, ensuring that you receive the support you need to resolve any issues.

Step 1: Identify the Issue

Before initiating a return, it’s important to identify the nature of the problem with your item:

• Damaged Items: If your product arrives damaged, please take clear photos of the damage, including both the packaging and the product itself. This documentation will help us expedite your return.

• Faulty Items: If the item you received is not functioning as it should, check the product’s instructions to ensure proper usage. If the problem persists, the item may be faulty and eligible for a return.

• Exchanges: If you wish to exchange an item for a different size, color, or product, please ensure that the item is unused, in its original condition, and returned within 30 days of purchase.

Step 2: Contact Customer Service

Once you’ve identified the issue, please contact our customer service team to begin the return process. You can reach us via email at [your contact information]. In your email, please include the following details:

• Your order number
• A description of the issue
• Photos of any damage (if applicable)
• Whether you are requesting a refund, exchange, or store credit

Our customer service team will review your request and provide you with the necessary return address. If the return is due to a damaged or faulty item, we will also arrange to cover the cost of return shipping. For exchanges, the customer is responsible for covering the cost of return shipping and any additional shipping fees for the new item.

Step 3: Prepare and Ship Your Return

After receiving the return address from our customer service team, you can proceed to prepare your item for return. Please ensure that the product is securely packaged to prevent any additional damage during transit. Include all original packaging, accessories, and any documentation that came with the item.

For returns due to damage or faults, we will provide a prepaid shipping label. Simply print the label, attach it to your package, and drop it off at your nearest post office or courier service. For exchanges, please use a trackable shipping method to ensure that your package reaches us safely.

Step 4: Inspection and Processing

Once we receive your returned item, our team will inspect it to confirm the issue. This inspection process typically takes 3-5 business days. If the return is approved:

• Damaged or Faulty Items: We will issue a full refund, including original shipping costs, or send a replacement item at no additional charge.
• Exchanges: We will process the exchange and ship the new item to you. Any additional shipping costs incurred for the exchange will be the customer’s responsibility.

Step 5: Receive Your Refund or Exchange

Refunds will be processed within 10 business days after we approve the return, and the amount will be credited back to your original payment method. You will receive an email confirmation once the refund has been processed. For exchanges, you will receive a shipping confirmation once the new item has been dispatched.

We aim to make the returns process at Furry Tales as simple and hassle-free as possible. If you encounter any issues with your purchase, please don’t hesitate to reach out to our customer service team. We are here to ensure that your experience with Furry Tales is always positive, and we appreciate your understanding and cooperation in this process. Thank you for choosing Furry Tales, where your satisfaction is our top priority.

Email: support@furrytales.com.au