Refund policy

Returns
Our policy lasts 30 days. If 30 days have gone by since your item arrived, unfortunately, we can’t offer you a refund or exchange.

Refunds will not be offered for delayed shipping. Once your order has been collected from us, we have very little control over how long it will take. Typically all orders will be received within 3-8 business days from fulfilment. See our Shipping page for more details.

Refunds will not be given for packages not arriving in time for celebrations, ie. Christmas, Birthdays, etc. Once our parcels have been collected from Australia Post or Sendle, it is beyond our control how long they take to deliver. 

Pre-order items are non-refundable. We give our best estimate on when the products will be arriving to us and expect our customers to take note of these dates. In some cases, shipments can be delayed causing out stock to arrive a little later than the expected date. All preorders are final and will not be refunded due to delays.

To be eligible for a return, your item must be unused and in the same condition that you received it. (Excluding the Toothy)

Our Toothy product includes a refund policy of 30 days upon successful delivery date. This includes any damages made to the product, we can post you out a replacement if so. Any damages made to the product after 30 days have passed are ineligible for a refund.

If a refund is processed for your order, we will refund the total amount minus our postage and handling fee of $7.90.

To complete your return, we require a receipt or proof of purchase.

Refunds (if applicable)
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.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, 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 support@furrymatesco.com

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@furrymatesco.com and send your item to: Furry Mates Co, 88A Main Street, Beverley, SA 5009.
You will be charged an additional $7.90 for our postage and handling to send out the exchanged item.

Shipping
To return your product, you should mail your product to: Furry Mates Co, 88A Main Street, Beverley, SA 5009

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.