Refund policy
At FurryDuo, we take pride in creating original, custom-designed products. All designs are uniquely created by our team and are protected intellectual property owned by us, including registered trademarks where applicable.
Company Name: Phoenix Mobile Technology LLC
Website: www.furryduo.com
Address: 1907 Clover Trail, Richardson, TX 75081, United States
Customer Support Email: furryduo.support@gmail.com
Phone: +1 469-212-4692
1. Returns & Refunds Policy
We want you to love your purchase! This policy applies to all orders, and we're happy to make things right when your item doesn't meet expectations.
Return Window: You have 30 days from the date of delivery to submit a return request.
We Accept Returns If:
- Your item arrived damaged or broken
- The product received differs significantly in design, size, or material from what was ordered
- An incorrect item was delivered
- The product has material deviations from its description on our website
These conditions ensure that returns are accepted for both defective and non-defective products when the item does not meet reasonable expectations based on the order details.
We're Unable to Accept Returns If:
- The item has been worn, washed, altered, or used
- The issue isn't related to a manufacturing defect or a fulfillment error on our part
- Original tags or packaging are missing
- There are only minor cosmetic details (like small thread ends) that don't affect how the item looks, fits, or functions
Condition of Returned Items: All returns must be sent back in their original, unused, unwashed, and unaltered condition, with all tags and packaging intact.
If you're unsure whether your order qualifies, feel free to reach out — we're always happy to help!
2. Return Method & Fees
Returning an item is simple and completely free of charge! Here's what to expect:
- All returns are handled by mail — no need to visit a store
- Once your return request is approved, we'll send you a prepaid return label and step-by-step instructions
- No restocking fees. No return shipping costs. We've got it covered!
Just submit your return request and we'll take care of the rest!
3. How to Request a Return or Exchange
Getting started is easy! Simply send an email to furryduo.support@gmail.com with the following details:
- Your order number
- The item(s) you'd like to return or exchange
- The reason for your request
Our support team will get back to you within 3–7 business days with the next steps.
Please note: Returns sent without prior approval may be refused, so make sure to wait for confirmation before shipping anything back!
4. Exchanges
We accept exchanges within 30 days of delivery! Just reach out to our support team and they'll confirm availability and guide you through the process.
5. Refund Processing Time
Once your return is approved and processed, your refund will be issued to your original payment method within 10 business days. Please keep in mind that timing may vary slightly depending on your payment provider.
6. Damaged, Defective, or Incorrect Items
Received something that's not quite right? Please contact us at furryduo.support@gmail.com within 7 days of delivery and we'll make it right — whether that's a replacement, an exchange, or a full refund.
7. Lost or Stolen Packages
If your tracking shows "delivered" but you haven't received your package, we recommend checking with household members, neighbors, or contacting your carrier directly. Please note that once delivery is confirmed by the carrier, FurryDuo is not responsible for lost or stolen packages.
8. Third-Party Purchases
This policy applies to orders placed directly on furryduo.com only. If you purchased through a third-party platform, please refer to their respective return and refund policies.
9. Policy Updates
We may update this policy from time to time. Any changes will be reflected on this page with a revised effective date, so feel free to check back anytime.
Contact Us
Have questions? We're here to help! Reach out to us anytime at furryduo.support@gmail.com — we'd love to hear from you!