Shipping & Returns, explained straight.
Free shipping on every order. Real returns policy, no fine print games. If something goes wrong, email us — we fix it.
Free shipping
Every order ships free. No minimum, no surprise at checkout.
7–15 business days
Standard delivery within the US. Custom products: 10–20 days total.
30 days for returns
Not happy with your purchase? Email us within 30 days and we'll make it right.
Reply in 24 hours
A real person reads and answers every email — no bots, no auto-replies.
Shipping
Free shipping on every order
Every order ships free within the United States, regardless of order size. No minimum purchase required.
Processing time
Standard orders — snuffle mats, lick pads, slow feeders, leashes, harnesses — are processed within 1–3 business days.
Custom and personalized products (hoodies, aprons, tumblers) require 3–5 business days for production before they ship. Each one is made to order using the photo you upload.
Delivery time
Standard delivery takes 7–15 business days depending on your location. Custom products take 10–20 business days total (production + shipping).
In rare cases — carrier delays, customs processing, high-demand periods — delivery can take up to 25 business days. If your order hasn't arrived by then, email us and we'll resolve it immediately.
Holiday & peak season
Processing and delivery times may run slightly longer during Black Friday, Cyber Monday, and the December holiday rush. If timing is critical, order early and check the homepage for current estimates during these periods.
Order tracking
Once your order ships, you'll get a confirmation email with a tracking number. You can follow your package at any time using the link provided — no account needed.
Lost, stolen, or missing packages
If your tracking shows "delivered" but you haven't received your package, email us at support@furmind.co within 7 days. We'll investigate with the carrier and either reship your order or issue a full refund.
If your tracking hasn't updated for more than 10 business days, contact us and we'll look into the shipment directly.
Digital training guides
Free training guides included with physical product purchases are delivered instantly via email after your order is placed. If you haven't received your guide within 1 hour, check your spam folder — then email us.
Shipping destinations
We currently ship within the United States only. International shipping isn't available yet. If you're outside the US and interested in our products, email us at support@furmind.co — we're tracking demand.
Returns & Refunds
We stand behind every product we make. If something isn't right, we'll make it right — quickly and fairly.
Damaged or defective items
If your item arrives damaged or defective, email us at support@furmind.co within 14 days of delivery with:
- Your order number
- A photo showing the issue
We'll send a free replacement or issue a full refund — your choice. You don't need to ship anything back.
Wrong harness size
Ordered the wrong harness size? Email us within 14 days with a photo of your dog wearing the harness, and we'll send the correct size at no extra cost.
To avoid sizing issues entirely, check the measurement guide on the harness product page before ordering — wrap a soft tape around the widest part of the ribcage, add 2cm for comfort, and if you're between sizes, go up.
Not satisfied?
If a physical product isn't meeting your expectations, reach out within 30 days of delivery with your order number and a photo of the item. We'll review your request and find the best path — whether that's a replacement, store credit, or another arrangement.
Complimentary digital training guides delivered via email cannot be recalled once sent, but this does not affect your refund rights for the physical product.
Custom & personalized products
Custom products (hoodies, aprons, tumblers) are made to order using the photo you upload. Because each item is unique to you, they cannot be returned or refunded unless they arrive damaged or with a printing defect.
In those cases, we'll remake and reship at no cost — just email us a photo within 14 days.
Complimentary digital guides
All digital training guides included with physical purchases are free bonuses, not sold separately. Digital content cannot be returned once delivered, so these guides are non-refundable on their own. This does not limit your refund rights for the physical product itself.
How to contact us
Email support@furmind.co with:
- Your order number
- A photo of the item in its current condition
- A brief description of the issue
We respond within 24 hours on business days. Please contact us directly before initiating a dispute with your payment provider — we resolve most issues within one business day.
Refund processing
Approved refunds are processed within 5–7 business days to your original payment method. Your bank or payment provider may take additional time to reflect the refund on your statement — that's on their end, not ours.
Our promise
We're a small team that genuinely cares about your experience. If your situation isn't covered by the policy above, email us anyway — we'll work something out. That's not marketing copy, it's just how we do this.
support@furmind.coOr use the contact form if you prefer.
FURMIND is operated by Addition Labs LLC, a Wyoming limited liability company. For the full legal versions, see the Shipping Policy and Refund Policy linked in the footer.