Clear answers, happier arrivals
Shipping & returns, without the runaround.
From the moment you click order to the moment your pet gives it the sniff test, we keep every step simple, trackable and friendly.
Shipping made simple
From our paws to your door.
We pack quickly, send tracking as soon as your order moves, and keep delivery choices easy to understand.
Choose your region
Estimated delivery times begin after dispatch.
iDelivery times start after dispatch and are estimates, not guarantees. Import duties and VAT are not included — see the FAQ below.
The happy paws guarantee
A return should feel simple.
If something is not the right fit, start your request within 30 days of delivery. We will guide you clearly from the first click to your refund.
Items should be clean, unused, unwashed and returned with their original packaging.
Approved refunds are sent to the original payment method within 5–10 business days.
Start a return for the original item, then place a new order for the size or style you want.
Quick answers
Before you chase your tail.
Delivery delays, customs and refund timing — here are the details FurBuddy families ask about most.
How long does order processing take?+
Orders are packed within 1–2 business days. Orders placed at the weekend or on a public holiday start processing on the next business day.
Where can I find my tracking link?+
We email it as soon as your parcel is dispatched. Tracking can take 2–4 days to start updating after dispatch, so an empty page on day one is normal.
Will I pay customs or import duties?+
Prices at checkout do not include import duties or VAT for parcels arriving from outside your own country, and we do not collect them at checkout. Depending on where you live, the carrier may ask you to pay them before delivery. If that happens and you would rather not accept the parcel, tell us and we will refund you in full.
What if my order arrives damaged or incorrect?+
Send us a photo of the item and the packaging within 48 hours of delivery. We will send a replacement or refund you in full, whichever you prefer, at no cost to you.
When will I see my refund?+
Once your return is received and checked, the refund is issued to your original payment method. Banks usually take a further 5–10 business days to show it.
Still need a hand?
A real FurBuddy human is ready to help with your order, delivery or return.