FAQ

If you have any questions regarding your purchase, we will make every effort to address your concerns. Please contact us via email at: petfurhouse@gmail.com

**How much is shipping?**
We offer shipping to over 200 countries worldwide on orders totaling $59.99 or more.*

* Some regions are excluded.
**Do I have to pay for shipping, customs duties, or other taxes?**
No—the price you see is the price you pay; there will be no additional fees.

**When will my order ship?**
If you have ordered items that are currently in stock, we will ship them within 7 business days.

**Do you provide tracking information?**
You will receive your tracking information within 8–15 business days. If you do not receive this email, you may also contact us at: petfurhouse@gmail.com

**Can I cancel my order?**
You may modify or cancel your order within 12 hours of placing it. Please contact us at petfurhouse@gmail.com.

**Can I change my shipping address?**
You may contact us to change your shipping address before the items are shipped; however, once the items have entered the shipping process, the address cannot be changed.

**Can I remove an item from my order?**
Yes, provided the item has not yet shipped, you can easily remove an item from your order and receive a refund. To do so, please contact us via email at: petfurhouse@gmail.com
Once an item has shipped, you must wait for it to be delivered before returning it to our designated return warehouse address to request a refund.

**Where can I track my order?**
You can track your order by clicking "Order Status" in our menu, or by sending an inquiry to our customer support email.
Simply enter the order number you received at checkout (please check your order confirmation email) and the email address you used when placing your order.
We utilize multiple tracking systems to monitor orders and can provide you with additional information if needed.
Please allow sufficient time for the entire order to be delivered (refer to the first paragraph for estimated delivery times).
Note: Not all packages within your order may arrive at the same time.

**My item is broken; can I get a replacement?**
If your item arrives damaged (which rarely happens) and you are unable to repair it yourself, please contact us at petfurhouse@gmail.com and provide clear photos of the damaged item. We will subsequently inform you whether the item needs to be returned or if we will provide you with a partial refund.

**Lost or Stolen Packages**
If the package tracking status indicates that it has been delivered to your address but you have not received it, you must report the loss to us within 2 weeks of placing your order (for domestic shipping) or within 4 weeks (for international shipping).
Once you have reported a lost package, we will initiate an investigation with the carrier regarding the missing shipment and make every effort to recover it.
If the carrier declares the package to be irretrievably lost—and if stock is available—we will reship the item to you free of charge.

**Note:** We are not responsible for packages delivered to an incorrect address due to inaccurate or incomplete shipping information provided by the customer. In such instances, the package will ultimately fail to reach its intended destination, as the carrier will be unable to recognize the provided address.