EXCHANGE & RETURNS

Preparing to ship:
This means we are currently processing and packaging goodies for your pet.
Orders will be processed Monday-Friday at 12:00 CST and subsequent orders will be processed the next business day. You will receive an email within 24 hours informing you that we have received your order, please confirm your order information. Another email with tracking information will be sent once your order has been shipped.
If the information is incomplete for shipment/out of stock, we will contact you for a replacement product. If the product cannot be replaced within 5 days, we will delete the product or cancel the order and refund you.
If your order has not yet shipped, you can cancel it from your account. Go to Orders, click on the order you want to cancel, and then click on the "Cancel this order" link.

Shipped:

Your order has left our warehouse.
All products are delivered free of charge after 0-3 business days order processing time and 5-8 business days delivery time.
If we have already shipped your order, we may not be able to cancel it. At this point you will need to wait for it to arrive and then move on to the returns process.
Please ensure that the address information in your order is complete and correct, otherwise these errors may harm you. We will not compensate you for any loss due to incomplete/incorrect/unaccepted addresses etc.
We will notify you of the relevant delivery progress by email.

Delivered:

Your order has arrived! Orders are delivered by 10pm 7 days a week

Product Quality Issues:
In the event of a defective product, we will refund 100% of the purchase price. You should contact the service department within 7 days of delivery.
Returns within 15 days of purchase
Our returns policy is simple and hassle-free: if you are not 100% unconditionally satisfied with your pet product, you can return it within 15 days of purchase.

Request a Return:

For returns or exchanges, Please send an email to service@furtent.com. Please include your order number, return/exchange card, and reason for return in your email. We will process your request within 2 business days
Please note:
Refunds will only be issued if it is determined during the initial fitting that the product does not fit, function well and/or the product is interfering with the patient's health or recovery.
A visual inspection may be required when the product is returned. The product must be in resale condition to receive a refund. This means that the product must not have hair, wear, or dirt, and/or no modifications can be made to the product. If the packaging is damaged, a 20% reissue fee will be deducted from the refund for that product. Upon receipt of the returned product, we will assess its condition and issue a refund.
Furtent will not provide a refund if your pet refuses to wear the product.
To return a product in its original packaging, you should send it back to a Furtent centre. Please contact service@furtent.com for return address.
Additionally, if the reason for return is not product quality, an $8 shipping fee will be deducted from each order.


Refund days

Refunds are initiated after we have inspected the returned item. Your card-issuing bank will usually process the refund within 5 business days of us initiating it.

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