FAQs
Frequently Asked Questions
Everything you need to know about ordering from Furronix. If you don't see your question answered below, email us at info@furronix.com — a real person will reply within one business day.
About Furronix
Where are you located?
Furronix is a U.S.-based pet brand. Our customer support team operates on Eastern Time and our orders ship from our U.S. fulfillment center. Our mailing address is 4498 Main St Ste 4 #1022, Amherst, NY 14226.
How can I contact you?
Email info@furronix.com. We reply to every message within one business day (Monday – Friday, 9:00 AM – 6:00 PM EST).
Do you offer real, U.S.-based customer support?
Yes — no bots, no overseas call center. Our team replies to every email personally in clear, simple language.
Products
Is this suitable for most pets?
Yes — our products are selected to work for a wide range of pets. Each product page includes sizing and usage details so you can check fit and compatibility. If your pet is between sizes, we recommend sizing up for comfort.
Are your products safe?
We select products with safety and quality in mind: BPA-free materials in food and water products, breathable fabrics in apparel and harnesses, and clear sizing information on every product page. If you ever have a safety concern about a product you received, email info@furronix.com with photos and we will make it right.
Orders & Payment
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, Diners Club, Maestro, Apple Pay, Google Pay, Amazon Pay, PayPal, and Shop Pay.
Is my payment secure?
Yes. All checkout traffic is encrypted with industry-standard TLS, and we do not store credit card details on our servers. Card payments are processed by Shopify Payments, a PCI-DSS Level 1 certified processor. Alternative methods (PayPal, Apple Pay, Google Pay, Shop Pay, Amazon Pay) are handled directly by those providers under their own security standards.
Can I modify or cancel my order after placing it?
Yes — orders can be modified or cancelled at no charge before they are shipped. Once an order has shipped we cannot stop it, but you can return it under our 30-day return policy. To request a change or cancellation, email info@furronix.com as soon as possible.
Shipping
How long does shipping take?
Total time from order to doorstep is typically 5–7 business days, broken down as:
- Processing: 1–2 business days
- Transit: 3–5 business days
Orders placed before 5:00 PM EST on a business day begin processing the same day.
Do you ship internationally?
Not at this time. We currently ship to all 50 U.S. states only. We do not ship to U.S. territories or to international addresses.
Does free shipping cover everything?
Yes. Standard shipping is free on every order within the United States — no minimum. Sales tax (if applicable to your state) is calculated at checkout. There are no surprise shipping fees.
Can I track my order?
Yes. Once your order ships you will receive a confirmation email with a tracking number and link. Tracking information may take up to 24 hours to populate after you receive the shipping confirmation.
What if my package is lost or hasn't arrived?
If tracking shows your order as delivered but you have not received it: check with neighbors, building managers, and other household members first, and wait 24 hours (carriers occasionally mark packages delivered prematurely). If it still has not arrived, email info@furronix.com within 7 days and we will work with the carrier to locate it.
Returns & Refunds
What is your return policy?
We offer 30-day returns from the date of delivery. The item must be unused, in its original packaging, with all tags and accessories. To start a return, email info@furronix.com with your order number and the reason for return. We will reply with a Return Authorization number and the return shipping address.
Who pays for return shipping?
Return shipping is the customer's responsibility unless the item arrived damaged, defective, or incorrect — in which case Furronix covers it.
How long do refunds take?
Once we receive and inspect your return, we will email you to confirm. Approved refunds are issued to your original payment method within 5–7 business days. Your bank or card issuer may take an additional 3–10 business days to post the refund.
What if my item arrives damaged or defective?
Contact us within 7 days of delivery at info@furronix.com with your order number, clear photos of the issue, and a brief description. We will arrange a free replacement, a full refund, or a partial refund — your choice. Return shipping for damaged or defective items is on us.
What if I received the wrong item?
Email info@furronix.com within 7 days of delivery with your order number and a photo of what you received. We will send the correct item at no additional cost and provide a prepaid return label for the wrong one.
For complete details, see our Refund & Return Policy, Shipping Policy, and Payment Policy.
Still have questions?
Email info@furronix.com and we will get back to you within one business day. We read and reply to every message personally.
