FAQ
Frequently Asked Questions
Where do you ship?
We ship to valid residential and commercial addresses within the contiguous 48 United States and the District of Columbia.
We do not ship to Alaska, Hawaii, Puerto Rico, U.S. territories, APO/FPO/DPO military addresses, PO Boxes, or international destinations.
How much does shipping cost?
Standard shipping is free on all eligible orders.
No minimum purchase amount is required.
What is your order cutoff time?
Our daily order cutoff time is 5:00 PM Eastern Time.
Orders placed after the cutoff time, on weekends, or on U.S. federal holidays begin processing on the next business day.
How long does order processing take?
Orders normally require 1–3 business days for processing.
Business days are Monday through Friday, excluding U.S. federal holidays.
How long does delivery take?
Standard carrier transit normally takes approximately 3–5 business days after shipment.
Including processing and transit, the total estimated delivery period is approximately 4–8 business days.
Delivery estimates are not guarantees and may be affected by weather, carrier disruptions, holidays, seasonal volume, incorrect addresses, or other circumstances outside our reasonable control.
Which carriers do you use?
Depending on the order and destination, we may use USPS, UPS, FedEx, or another suitable carrier.
Will I receive tracking information?
When tracking is available, we will send a shipping-confirmation email after the package has been transferred to the carrier.
Tracking information may require up to 48 hours to update.
Can you ship to a PO Box?
No. We do not ship to PO Boxes.
Can you ship to APO, FPO, or DPO addresses?
No. We do not ship to APO, FPO, or DPO military addresses.
Can I change my shipping address?
Contact us as soon as possible if you need to correct your shipping address.
We cannot guarantee that an address can be changed after fulfillment has begun.
Can I cancel my order?
You may request cancellation before the order has been processed for shipment.
We cannot guarantee cancellation after fulfillment has begun. If the order has already shipped, it must be handled under our Refund Policy.
What is your return period?
Eligible defective and non-defective products may be returned within 30 calendar days after delivery.
You must contact Furlovique and receive authorization before mailing a return.
What condition must a returned product be in?
A non-defective product must be new, unused, and in its original condition.
It must be free from pet hair, odors, stains, chewing, scratches, or other signs of use and include its original packaging, tags, accessories, manuals, and components.
Different condition requirements apply when a product arrived damaged, defective, incomplete, or incorrect.
How long do I have to mail an approved return?
After the return is approved and return instructions are provided, the package must be given to the shipping carrier within 14 calendar days.
How do I receive my return label?
Furlovique provides a free downloadable and printable prepaid return shipping label for all approved returns of eligible products.
After the return request is approved, the label and return instructions will be sent to the email address associated with the order.
Who pays for return shipping?
Furlovique pays the return shipping cost for approved returns when the prepaid return label provided by us is used.
This applies to approved returns of eligible defective and non-defective products.
We do not reimburse independently purchased return postage unless we authorized it in writing before shipment.
Do you charge a restocking fee?
No. We do not charge a restocking fee for approved returns.
Do you accept exchanges?
Yes. Eligible products may be exchanged within the 30-day return period, subject to availability.
Contact us before returning the original product.
If the requested replacement is unavailable, you may select another eligible product, request a refund, or wait for restocking when available.
What should I do if my product arrives damaged or incorrect?
Contact us promptly and provide:
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Your order number;
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A description of the problem; and
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Clear photographs of the product and packaging.
Depending on the circumstances, we may provide a replacement, exchange, refund, or another appropriate resolution.
How long does a refund take?
After we receive and inspect the returned product, an approved refund will be issued to the original payment method within 5 calendar days.
Your bank, card issuer, or payment provider may require an additional 5–10 business days to post the refund to your account.
What payment methods do you accept?
Subject to availability at checkout, we accept:
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Visa;
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Mastercard;
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American Express;
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Discover;
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PayPal;
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Shop Pay;
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Apple Pay; and
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Google Pay.
Only the payment methods displayed during checkout are available for a particular transaction.
What happens if an ordered product becomes unavailable?
If a purchased product becomes unavailable, you may choose:
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A full refund;
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An available replacement product; or
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To wait for restocking, when available.
Are pet toys indestructible?
No pet toy is indestructible.
Choose products appropriate for your pet’s size, age, and behavior. Supervise use when appropriate and discontinue use if a product becomes damaged, loose, or creates a swallowing or choking risk.
How can I contact Furlovique?
Email: support@furlovique.com
Phone: +1 765-243-2215
Customer Service Hours: Monday–Friday, 10:00 AM–5:00 PM Eastern Time
Business Address:
GALLOPING PONY LLC
769 Lane Allen Rd
Lexington, KY 40504
United States
Website: https://furlovique.com/