At Fuzzyard Shop, we want every purchase to be as delightful as a game of fetch with your furry friend. Whether you’re shopping for your energetic Labrador or your wise senior companion, we’ve made our shipping and returns process as simple as teaching a puppy to sit!
Shipping Information
Order Processing
We’re quick as a greyhound! All orders are processed within 1-2 business days (excluding weekends and holidays).
Shipping Options
We offer two tail-wagging shipping methods to get your pup’s products to you:
- Standard Shipping (10-15 business days via DHL or FedEx) – £12.95
- Free Shipping (15-25 business days via EMS) – Available for orders over £50
Note for International Paws: We ship worldwide (excluding Asia and certain remote areas). International customers may be subject to customs fees which are the customer’s responsibility.
Our Return Promise
We accept returns and exchanges within 15 days of receiving your order. All items must be:
- In original, unopened packaging (for health and safety reasons)
- Undamaged and unused
- Accompanied by the original receipt or order confirmation
Products We Can’t Accept Returns On
For the health and safety of all our furry friends, we cannot accept returns on:
- Opened healthcare products (dental chews, joint supplements, skin & coat treatments)
- Personal care items (grooming tools)
- Opened nutritional supplements (digestion aids, kidney/liver support, senior care products)
These products are final sale once opened.
How to Initiate a Return or Exchange
Follow these simple steps to start your return:
- Contact us within 15 days at [email protected] with your order number and reason for return
- We’ll email you a Return Authorization Number and shipping instructions
- Pack the item securely in its original packaging (we recommend using the box it came in)
- Include the completed Return Form (template provided below)
- Ship the package to our returns address (provided in your authorization email)
Return Shipping
Customers are responsible for return shipping costs unless the return is due to our error (wrong item sent or defective product). We recommend using a trackable shipping service as we can’t be responsible for lost return packages.
Refund Information
Once we receive and inspect your return:
- Refunds will be processed within 3-5 business days
- Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
- Shipping costs are non-refundable (except in cases of our error)
- Please allow 5-10 business days for the refund to appear in your account, depending on your bank
Exchange Process
Want to exchange for a different size or product? No problem!
- Follow the same return process above
- In your email, clearly state what you’d like to exchange for
- We’ll process the exchange once we receive your return
- You’ll only need to pay any price difference (we’ll contact you if this applies)
Damaged or Defective Items
If your item arrived damaged or defective:
- Contact us within 48 hours of delivery
- Include photos of the damaged item and packaging
- We’ll arrange a replacement or refund at no cost to you
Return Form Template
Fuzzyard Shop Return Form
Order Number: _________________________
Date Received: _________________________
Items Returning: _________________________
Reason for Return: _________________________
☐ Refund requested
☐ Exchange requested (please specify): _________________________
Customer Name: _________________________
Customer Signature: _________________________
Date: _________________________
International Returns
For our international customers (excluding Asia and certain remote areas):
- Return shipping costs are the customer’s responsibility
- Please mark the package as “Returned Goods” to avoid customs charges
- Original shipping fees are non-refundable
Puppy Promise: We aim to make every return experience as stress-free as a belly rub. If you have any questions, our team is always happy to help at [email protected].