1. How long does shipping take?
Orders are processed within 1–3 business days. Delivery to the UK typically takes 7–14 days, depending on the product and demand. You’ll receive a tracking number by email once your order has shipped.
2. Do you offer international shipping?
Yes! We ship worldwide. Delivery times vary depending on location, but we always aim to get your order to you as quickly as possible.
3. Can I track my order?
Absolutely. Once your order has been dispatched, you’ll receive an email with a tracking number. You can also track it anytime using our Track Order page.
4. What is your return policy?
We offer a 30-day return window for unused items in their original packaging. If your item is defective or damaged, contact us at info@furmatesco.com within 30 days of delivery and we’ll make it right.
5. How do I start a return?
Simply email info@furmatesco.com with your order number and the reason for return. Our team will send you full return instructions and the return address.
6. What if my item arrives damaged or incorrect?
We’re really sorry if that happens! Please email info@furmatesco.com with photos of the issue, and we’ll send a replacement or refund right away.
7. Do you sell pet-safe products?
Yes, absolutely. Every product we stock is carefully chosen for safety, comfort, and durability — because we’d never sell anything we wouldn’t use for our own pets.
8. Can I cancel or change my order?
We can only cancel or amend orders within 24 hours of purchase. After that, your order may already be processing or shipped. Please email us as soon as possible, and we’ll do our best to help.
9. Why are some items shipped separately?
To get your items to you faster, we sometimes ship from multiple partner warehouses. This means you may receive separate packages at different times, but you’ll always get tracking for each one.
10. What payment methods do you accept?
We accept all major debit and credit cards, PayPal, Apple Pay, Google Pay, and Shopify’s secure checkout options.
11. Where are you based?
We’re proudly UK-based, with fulfillment handled through our trusted network of global suppliers to ensure efficient delivery worldwide.
12. How can I contact you?
The easiest way is via email at info@furmatesco.com. We aim to respond within 24–48 hours (Mon–Fri).