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NOTE: If you have a question about shipping during the current pandemic, please first refer to the Shipping & Returns page here on our site where we update our production and shipment details every couple days. Our team has been working tirelessly (and safely) day and night to get your pawsome products out to you and we can't thank you enough for supporting our small business during these challenging times!

 

NOTICE (9/4/20) Our office will be closed Labor Day Weekend. All support questions will be answered Tuesday. Have a wonderful Holiday Weekend. 

FAQs

How has COVID-19 impacted Furtees?

Our team has been working non stop since the start of the pandemic in a safe manner to get orders out as quickly as possible. While delays in April-June experienced sever delays from this, we have since implemented strategies to overcome such constraints moving forward and are now shipping within a reasonable time. Please refer to our 'Shipping & Returns' page for up to date specifics on expected lead times by product type.

My tracking number doesn't work?

If your tracking number starts with 003 then your package was mailed through the postal system. At this time, they do not offer active tracking and this number is just a confirmation number from our postal provider Pitney Bowes. Based on their COVID delay updates, packages usually arrive within 7-14 days from the ship date, but often arrive much sooner.

Do you ship outside of the US?

We strive to ship around the world but due to COVID-19 we have experienced extended delays in international shipments and inconsistent wait times.

How can I return something that just wasn't right for me?

You may return most new, unopened items within 30 days of delivery for a full refund. We'll also pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item, etc.). 

You should expect to receive your refund within 4 weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). 

If you need to return an item, please Contact Us via the form below with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order. 

Who am I talking to when I email customer service?

Our customer service staff are real USA (Connecticut) based hoomans! They work Monday- Friday answering all of your questions (sometimes on the weekends too!). Please allow up to 1-2 business days to receive a response. They get excited when you send pictures of your doggos in their new accessories!

What is a satisfaction guarantee?

We want all of our pawrents to be happy with their purchase. If for whatever reason you're not satisfied with our products or service, just reach out and we will refund your order! You won't even have to send back your product(s). 

When will my order arrive?

All orders are shipped out as fast as possible! Orders of less than 5 items are shipped through Postal Mail and will arrive by your local mail person with your daily mail delivery. Packages with 5 or more items or that have larger items included such as leashes will be mailed as packages with active tracking. Orders can take up to 1-2 business days to process in our warehouse before they are dropped at the post office for shipping. (Check Shipping and Returns page for COVID delay information.)  

How do I exchange a product?

If a product doesn’t fit your pet, we will happily exchange it for you. Your fur baby deserves to look fabulous. We will reship your product in the correct size as fast as possible and you can mail the original order back to us. Please use the return address listed on the original packaging you received.

How do I clean my stuff after my messy doggo has loved it too much?

Dog Bandanas All bandanas are machine washable and super durable. Wash it with a regular load of laundry, dryer and all! Masks All masks are machine washable and very durable. You can throw them in with a regular load of laundry in both your washer and dryer. They contain an anti-microbial layer on the inside too, this helps keep them clean and makes them a bit more breathable/cooler. Dog Leashes Our leashes are made from very soft solid braided polypropylene rope often used for boating, climbing and commercial applications. It is durable as well as stain resistant. You can even machine wash/dry them, just put it in a bag with cushion of sorts to prevent the brass hardware from banging around. A dog leash should be able to be put to the test and our certainly do!

Are your products made locally in the USA?

All of our products are hand made in the USA. The manufacturer that we have partnered with is a family owned and operated business in the US just like ours! We strive to be as local as possible.  

Where can you buy Furtees products?

We sell products through our website, Etsy, Facebook and Instagram. Soon we will even be selling on amazon!   *If you are looking to partner with us in sales please contact us! We would love to work with you.

 

Still have questions?

Contact Support