Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can sign into your account here: https://shopify.com/67998417146/account

If your return is accepted, we will inform you on where to send the return, it is your responsibility to purchase a shipping label. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at furmatesus@gmail.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at furmatesus@gmail.com. 

Extend warranty Policy

 

Furmates USA Extended Protection Plan

Furmates USA offers an optional Extended Protection Plan on eligible products, subject to the following conditions:

  1. Coverage Period: The Extended Protection Plan adds 12 months of coverage, when purchased at checkout.
  2. Location Specific: This warranty applies to products purchased in the USA and residing in the USA.
  3. Private Use Only: This warranty applies only to products purchased for personal, private use, and expressly excludes products used for commercial purposes, including commercial rentals or resale.
  4. How to Add Coverage: The Extended Protection Plan must be purchased at the same time as your original order. It cannot be added after checkout.
  5. Non-Transferable: This warranty is not transferable and may only be invoked by the original purchaser.

Claim Requirements

To file a claim under this warranty, you must provide:

  • A copy of your dated receipt of purchase, including confirmation the Extended Protection Plan was purchased.
  • A clear description of the issue.
  • Photographs or video of the defective part or product.

To file a claim, go to .

Covered by This Warranty

  • Repair or replacement, at no charge, of products or parts that prove defective due to faulty manufacturing under normal use.

Exclusions from This Warranty

  • Unauthorized modifications or repairs.
  • Defects resulting from neglect, accidents, or use not indicated in the product guide.
  • Damage due to normal wear and tear.
  • Damage caused by pets chewing, scratching, or otherwise interacting with the product beyond normal use.
  • Incorrect assembly or installation of third-party parts or accessories.
  • Improper storage or product care.
  • Damage to fabric, mesh, or upholstery due to normal daily use.
  • Damage due to failure to follow the product's care or use instructions.
  • Damage due to repairs by unauthorized persons.
  • Transport damage: inspect your product carefully after shipping and file any shipping-related claims with the carrier, not under this warranty.
  • Customer dissatisfaction with fit, weight, functionality, color, or design (this is covered separately by our 30-Day Return policy, not this warranty).