Refund policy

Last updated: November 6, 2026

We want you and your dog to love every FurFam product. If something isn't right, here's how we make it right.

Wrong name. If the name on your harness is wrong for any reason, whether we misspelled it or a typo slipped in when you ordered, email help@getfurfam.com within 30 days of delivery with a photo and we'll remake and reship it free of charge. This applies once per order. If the product arrives damaged or defective, we'll remake and reship it free, or refund you in full. Your choice.

Wrong size. If the size doesn't fit, email us within 30 days of delivery and we'll send the correct size free of charge. You keep the first harness, so there's nothing to send back. One free size exchange per order. Not sure which size to pick? Email us your dog's chest measurement before you order and we'll tell you.

Changed your mind. Personalization starts within 24 hours of your order. You can cancel or change the name, color or size free of charge within 24 hours by emailing help@getfurfam.com with your order number. After production has started, personalized items can't be cancelled or returned for a refund, except for the free name and size fixes described above.

Lost or undelivered parcels. Every order ships with tracking. If tracking shows no movement for 15 days, or the parcel is marked delivered but hasn't arrived after 5 business days, contact us and we'll send a replacement or refund you.

Refund timing. Approved refunds go back to your original payment method within 5–10 business days.

Contact. FurFam, help@getfurfam.com. Please include your order number.