Returns & refund policy

We stand behind everything we sell. If you or your pet isn't happy with your purchase — for any reason — we'll make it right. That's our 30-day satisfaction guarantee, and it means exactly what it says.

Our 30-day guarantee

You have 30 days from the date of delivery to request a return, exchange, or refund on any item. No lengthy explanations required. No restocking fees. No runaround.

To start a return, email us at hello@furrealco.com with your order number and we'll handle the rest.

What we cover

• Item not as described
• Wrong item received
• Item arrived damaged or defective
• Your pet didn't take to the product (yes, really)
• Changed your mind

We cover it all. If you're unsatisfied, that's enough.

How refunds work

Once your return is approved, we'll process your refund to the original payment method within 3–5 business days. You'll receive a confirmation email when it's done. Depending on your bank, funds may take an additional 2–3 days to appear in your account.

For damaged or defective items: we'll send a replacement immediately at no charge, with no return required. Just email us a photo and your order number.

Exchanges

Want a different size or color instead of a refund? No problem. Tell us what you'd like when you reach out and we'll arrange an exchange instead. If there's a price difference, we'll handle that at the same time.

Non-returnable items

For hygiene reasons, the following cannot be returned once opened and used: lick mats, slow feeder bowls, water fountains, and cooling mats. If any of these arrive damaged or defective, we'll still replace them at no cost — that exception doesn't apply to product defects.

Return shipping

For standard returns (changed mind, didn't work for your pet), return shipping costs are the customer's responsibility. We'll provide the return address when you reach out. For damaged, defective, or wrong items, we cover all return shipping — we'll send you a prepaid label.

Start a return

Email hello@furrealco.com with your order number and reason. We respond within 24 hours on business days and will guide you through the rest of the process.