FAQs

Frequently Asked Questions (FAQs)

Welcome to the Furlova FAQ page. Here you will find answers to the most common questions regarding our products, orders, shipping, returns, and payment options. If you cannot find the answer to your question below, please reach out to our customer support team.

General Information

What is Furlova?

Furlova is an online store dedicated to providing quality pet supplies for pet owners across the United States.

How can I contact customer support?

You can reach our customer support team through the following channels:

  • Email: support@furlova.shop (Available 24/7)

  • Phone: +1 646-653-4291

  • Address: 88 E Broadway, New York, NY 10002, United States

Shipping & Delivery

Where do you ship?

We currently ship exclusively within the United States. We do not offer international shipping at this time.

How much does shipping cost?

We offer Free Standard Shipping on all orders with no minimum purchase requirement.

What are your order processing and shipping timelines?

  • Order Cut-Off Time: 5:00 PM (EST / NY Time)

  • Handling / Processing Time: 1 to 3 Business Days (Monday – Friday)

  • Transit / Delivery Time: 5 to 11 Business Days (Monday – Friday)

  • Total Estimated Delivery Time: 6 to 14 Business Days

Note: Orders placed after 5:00 PM EST will begin processing on the following business day.

Which shipping carriers do you use?

We partner with reliable shipping providers to deliver your orders safely, including USPS, UPS, FedEx, DHL, and other regional couriers.

How can I track my order?

Once your order has shipped, you will receive a shipping confirmation email containing a tracking number so you can monitor your package's delivery progress.

Orders & Payments

What payment methods do you accept?

We accept all major credit cards and digital wallets through a secure checkout process. Accepted payment methods include:

  • Visa

  • Mastercard

  • American Express

  • Discover

  • Diners Club

  • Shop Pay

  • Apple Pay

  • Google Pay

  • PayPal Wallet

What currency are prices displayed in?

All prices on our store are listed in US Dollars (USD $).

Can I cancel or modify my order?

If you need to change or cancel your order, please contact us immediately at support@furlova.shop. Once an order has entered processing or has been dispatched, we are unable to cancel or make changes to it. In such cases, you may initiate a return upon receiving the package.

Returns & Refunds

What is your return window?

We offer a 30 business day return policy. You have 30 business days from the date of delivery to request a return.

Who pays for return shipping?

Customers are responsible for paying all return shipping costs. Return shipping fees are non-refundable.

What items are eligible for return?

To be eligible for a return, the item must be:

  • In unused, unworn, and unwashed condition with no pet hair, stains, or odors.

  • In its original packaging with all labels, tags, protective wrappers, manuals, and accessories intact.

  • Authorized prior to return by contacting our customer support team.

What items cannot be returned?

The following are non-returnable:

  • Products that have been used, washed, worn, or damaged after delivery.

  • Customized, personalized, or made-to-order items.

  • Items marked as final sale, clearance, or "Non-Returnable".

  • Gift cards and digital products.

  • Items returned without prior authorization or after the 30 business day window.

What should I do if my item arrives damaged, defective, or incorrect?

If you receive a defective, damaged, or incorrect item, please contact us at support@furlova.shop within 48 hours of delivery.

Important Requirement: For damage, defect, or missing item claims, you must provide a clear, uncut unboxing video showing the unopened shipping label, outer packaging, product, and the specific defect or issue.

How long does it take to process a refund?

Once we receive and inspect your returned item, we will notify you of the approval status. If approved, your refund will be processed back to your original payment method within 5 to 10 business days.

Where do I ship my return?

All authorized returns must be sent to our official address:

Furlova

88 E Broadway,

New York, NY 10002,

United States.