FAQ
Frequently Asked Questions
Shipping & Delivery
Q: Do you offer free shipping?
A: Yes! We offer free worldwide shipping on all orders, no matter the size or destination. Orders typically arrive within 5-7 business days, though international delivery may occasionally take up to 12-15 business days due to customs or carrier delays.
Q: How long does delivery take?
A: Domestic orders usually arrive within 5-7 business days after processing. International orders take 7-15 business days depending on your location and customs clearance. You'll receive a tracking number via email as soon as your order ships.
Q: Can I track my order?
A: Absolutely! Once your order ships, you'll get an email with a tracking link. You can click that link anytime to see where your pet goodies are and when they'll arrive.
Q: What if my order arrives late?
A: We ship all orders globally, and delays can happen due to customs or carrier issues beyond our control. If your tracking shows it's been stuck for more than a week, reach out to us at hello@felicefur.com and we'll help sort it out.
Q: Do you ship to my country?
A: We ship to most countries worldwide with free international shipping. Your order will go through customs, and you may be charged import duties or taxes depending on your country's regulations these aren't included in your purchase price.
Payment & Discounts
Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, American Express), PayPal, and other secure payment options through Shopify.
Q: Is my payment information secure?
A: Yes. We use Shopify's secure payment processing and SSL encryption to protect your sensitive information. Your credit card details are never stored on our servers.
Q: Do you have any discounts or promo codes?
A: New customers get 10% off their first order with code. Follow us on Instagram and sign up for our email list for occasional exclusive deals and early access to new products.
Q: Can I use multiple discount codes?
A: No, only one discount code can be applied per order.
Returns & Refunds
Q: What's your refund policy?
A: We want you to love your purchase. If you're not happy with a product, contact us within 30 days of delivery for a refund or replacement. Items must be unused and in original packaging.
Q: How long do refunds take?
A: Once we receive and inspect your returned item, refunds typically process within 5-10 business days. The refund goes back to your original payment method.
Q: Do I need to pay for return shipping?
A: Return shipping is the customer's responsibility. However, if the item arrived damaged, we'll cover the return shipping cost just let us know!
Q: What if my order arrives damaged?
A: We're sorry! Take clear photos of the damage and the original packaging, then email them to hello@felicefur.com within 7 days of delivery. We'll send a replacement right away or issue a refund.
Products & Recommendations
Q: Are all your products safe for pets?
A: Yes! We handpick every product with pet safety in mind. All items meet standard safety requirements, but always check individual product descriptions for any specific age, size, or breed recommendations.
Q: Do you have size guides for pet products?
A: Most products include sizing information and recommendations in the product details. If you're unsure, email us at hello@felicefur.com with your pet's measurements and we'll help you find the perfect fit.
Q: Are your products eco-friendly or sustainable?
A: We're committed to thoughtful sourcing. Check individual product descriptions for materials and sustainability info. We're always looking for more eco-conscious options!
Q: Do you test products on animals?
A: Never. All our products are chosen because they're genuinely useful for pets, not because of marketing claims. We don't support brands that test on animals.
Account & Orders
Q: Do I need an account to order?
A: Nope! You can check out as a guest. But creating an account makes future orders faster and lets you track your order history.
Q: How do I reset my password?
A: Click "Forgot password?" on the login page and we'll send you a reset link via email.
Q: Can I cancel or change my order?
A: Orders typically ship within 1-3 days, so reach out to hello@felicefur.com immediately if you want to make changes. If your order has already shipped, you can refuse the package or start a return once it arrives.
Q: Where can I see my order confirmation?
A: Your confirmation email arrives right after checkout. Check your inbox (and spam folder just in case). You can also log into your account to view all past orders.
About Felice Fur
Q: What's your mission?
A: We believe pets deserve thoughtfully chosen gear that makes daily life easier, cozier, and a bit more fun. Every purchase includes good vibes, and 10% of our profits help street animals find care and kindness.
Q: Do you have a physical store?
A: We're online-only right now, but we're always exploring new ways to share Felice Fur with pet lovers. Follow us on social media for updates!
Q: How do I get in touch with you?
A: Email us anytime at hello@felicefur.com or fill out our Contact Us page. We read and reply to every message!
Q: Can I get more information about your giving program?
A: Yes! Read our "Our Promise" section on the homepage or email us for details about which organizations we partner with.
Other Questions
Q: Do you offer gift cards?
A: Not yet, but it's on our roadmap! Email hello@felicefur.com if you're interested and we'll keep you in the loop.
Q: Can I return a product without the receipt?
A: Your email confirmation acts as your receipt, so no worries if you lost the physical one. Just have your order number handy.
Q: Do you ship gift items with invoices removed?
A: Absolutely! Just mention it in the "Order notes" section at checkout, or email us at hello@felicefur.com and we'll hide the price.
Still have questions? We'd love to hear from you. Reach out anytime at hello@felicefur.com or fill out our Contact Us form we respond quickly because your pet's happiness matters to us! 🐾