At FurMinded.com, we take great pride in offering high quality products made with your pet in mind. We want you and your pet to be completely happy with your order.
Obviously any online shopping is a bit difficult when you are unable to physically see and touch the item(s) that you are purchasing. We do our best to describe items; we have included as many pictures, features, details and sizing information as possible on our website. FurMinded understands that sometimes things you buy online aren't exactly what you thought they would be. The color might be different than you were expecting (some screens show colors differently), the size may be too big or too small once you see it, or maybe you just don’t like what you got. FurMinded will be happy to answer any questions you may have before you purchase. Email your questions to CustomerService@furminded.com.
We’ve tried to create a return policy for our products that is as “customer friendly” as possible. At the same time, we have to follow certain regulations and manufacturer restrictions. We want to be totally transparent and upfront with you about what those things are.
First, let’s cover some basics to help avoid the whole Returns issue to begin with (if possible).
Before You Order – Shop Smart!
• Measure Your Pet and Space
The #1 reason for returns is that customers purchase the wrong size. The absolute best way to ensure that you (and your pet) are completely satisfied with the items you purchase is, before you order, take the time to measure your pet and to measure the space where you intend to put the item. Follow the guidelines for all products that have a Sizing Guide on the product page.
Should you have further questions and/or any inquiries before you purchase any item please contact us at CustomerService@furminded.com and we will help you figure it out.
• Shipping Address
Make sure your shipping address is correct on your order. We know this sounds like a no-brainer, but a quick double-check could save you money (redirecting shipments or re-shipping if something is undeliverable is not cheap). If you live in an apartment, regardless of whether it's a gated community or has a doorman, you must include a unit number. FedEx/UPS is not responsible for mis-deliveries to addresses that are wrong or to apartments that do not have unit numbers specified in the shipping address (and they will charge you!).
• Order Cancellation
We do our very best to get your order processed in the fastest amount of time possible. Sometimes we will get an order in the morning, process it quickly, and it ships in the afternoon. If you need to cancel your order, please contact us ASAP email CustomerService@furminded.com or Call/text 407-242-5481. Include your name,contact information, order number and item number. We may or may not be able to cancel the order before it gets shipped – we will do our very best. If your order is shipped before we can get it canceled for you, you will have to follow the Returns Policy procedure. We guarantee that we will do our absolute best to cancel your order before it’s shipped, but we simply can’t promise.
• Refused Orders
Should you decide that you wish to refuse receipt of an item when delivered by UPS, USPS or any other common carrier and legitimately ordered from us, credit will be issued for the item, minus initial shipping, return shipping and a restocking fee.
• Receiving Your Order
Please inspect all items upon delivery, prior to use and before removing any tags.
• Damaged/Defective Item
If you've received a damaged or defective item(s), contact us at CustomerService@furminded.com within 72 hours (3 days) of receipt for assistance.
Please be prepared to supply an order number, date and item number when contacting us. We will ask for a photo of the defective merchandise. We will contact you via email with a Return Merchandise Authorization Number (RMA#) and instructions on where to mail your return.
Customers are responsible for shipping charges.
Due to industry wide strict Safety, Health & Hygiene regulations, FurMinded does not offer an exchange unless the product is damaged or defective.
But if you want to return something for a different size, for example, see our Return Policy, and then order the replacement.
We will happily accept returns for any reason on most unused items (with the exception of those noted below). Returns are accepted on merchandise within 30 days of receipt. We do require an intent to return request emailed to:
All returns requests must be received within 7 days of the date you received your order. Please include the following in your email:
- Order Number
- Date of Purchase
- Item Number
- Your complete name and shipping address.
All Returns/Exchanges do require a RMA (Return Merchandise Authorization).
All products must be returned in its original condition, including the original packaging, containers, documentation, and accessories.
Returns without an RMA number will not be accepted and will be rejected at delivery.
Customers are responsible for all return shipping costs.
Due to industry wide strict Safety, Health & Hygiene regulations that keep all our pets and products safe; we have to be very careful when receiving returns Therefore certain conditions/exceptions must apply. We reserve the right to refuse a refund or exchange if the conditions/ exceptions listed are not met.
- Items have been worn, used, washed and/or altered.
- Items are not returned in original packaging.
- Items do not have original tags.
- If the product was in sealed packaging when you received it, it must be returned with the original seal intact. Do not assemble anything you think you might return. Manufacturers will only accept unassembled (and never assembled) returns
- All products must be returned in its original condition, including the original packaging, containers, documentation, and accessories
- Items may not contain any pet residue (hair, smell, stains, etc.)
Due to Health, Hygiene & Safety Regulations, the following items are exceptions. They are non-refundable and considered FINAL SALE:
- Pet Treats, Chews & Perishables
- Pet Dining Feeders & Bowls
- Grooming Products
- Pet beds/Blankets
- Carriers & Car Seats
- Pet Furniture/Covers/Steps
- Sanitary items, Belly Bands, Panties
- Toileting Items (Piddle Place, litter boxes, etc.)
- Plush Toys
- Unpackaged Toys
- Sports Team items
- Pet Apparel
The following items due to their nature are exceptions, they are non- refundable and are considered final sales:
- Personalized items
- Custom made items (all designer apparel are custom made)
- Items purchased on sale or discounted price
- Seasonal/ Holiday items
- All special order items are not refundable and are final sales. (Rainbow Rain Wear and Rainbow Reflective Rain Wear are made to order, therefore are not returnable/exchangeable)
To return an item:
- Verify your item(s) is eligible for return (see conditions/exceptions)
- Sign In to your Account and Go to Completed Orders
- Click on Return Item(s) and submit a Return Request within 7 days of original delivery of your item.
Used GUEST Checkout?
No problem! For your convenience, an account was automatically created for you at the completion of checkout.
To reset your password - Go to Sign In and click on Forgot Your Password.
Please note: while you may use Guest Checkout to place an order, an account is required if you need to return an item.
Have a problem? Email us at CustomerService@furminded.com. we'll be glad to help!
For all eligible items, we will send an email message to the email address on your account that will include instructions and an RMA, along with the return address within 5 business days.
RMA's apply only on eligible items received by us within 30 days of the original order delivery date at the address provided. We reserve the right to inspect. Returns that don't meet the criteria will be returned to you, at your expense.
Upon receiving our email, please follow the directions given and ship back the new, unworn, unopened, unused and unwashed item in the original state as shipped, including all original attached tags to the address specified. Customer is responsible for shipping costs.
We are not responsible for lost, stolen, or damaged return shipments. We strongly encourage you to place insurance on any items you send back to us.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
For all returns, the cost of both outbound shipping and a 20% restocking fee will be deducted from the original price you paid for the item. Refunds will be credited to the payment method used for purchase. Our manufacturers charge restocking fees of 20% for returned merchandise. The item you purchased was shipped to you for free, we have to deduct what it cost us to ship the item to you from your total refund amount. The customer is responsible for the return and/or exchange shipping costs.
For example, let’s say you purchase a dog door (or any other item) for $105.00. The purchase price includes free shipping, and the manufacturer charges a restocking fee of 20% for all returns. When you receive the door, you realize that you purchased the wrong size. You want to return it for a refund. If you have attempted to install the door, we cannot accept the door for return, nor can we issue a refund. If you realize the sizing error without your dog having any contact with it or without attempting to install it, you may return the door. This is the refund calculation for this example:
Purchase price: $105.00
Less Restocking Fee (20%): $21.00
Less Outbound shipping/handling: $25.00
Total Refund: $59.00
Once you’ve successfully processed your return, simply place a new order for the replacement item you want on our website.
Refunds & Processing Time
Returns and exchanges are completed within four weeks of shipping your package back to us. In many cases, your return/exchange will be processed sooner. We estimate four weeks because of the time required for return shipping (up to 15 days), product inspection at our returns facility (up to 5 business days), and processing time from your financial institution to post to your account (up to 5-10 business days).
We will notify you via email with the details of your refund, and we issue refunds in the form of payment used to make your purchase
Late or Missing Refunds
If you haven’t received a refund after 4 weeks, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at CustomerService@furminded.com
Should you have any specific cases, please feel free to email us at CustomerService@furminded.com with your questions and/or scenario and we will gladly discuss the circumstances.