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30-Day Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to contact us regarding a return or refund request.
To be eligible for a return, your item must be in the same condition that you received it, unused, unworn, undamaged, with tags if applicable, and in its original packaging. You will also need the receipt or proof of purchase.
To start a return or refund request, please contact us at support@ferbepetstore.com.
Please do not send any products back without contacting us first. Return instructions may vary depending on the product and fulfillment location. If your request is approved and a physical return is required, we will provide you with the appropriate return instructions and return address.
In some cases, a physical return may not be required, and we may offer a refund or replacement depending on the circumstances.
Items sent back without first contacting us and receiving return instructions may not be accepted.
You can always contact us with any return questions at support@ferbepetstore.com.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery and contact us as soon as possible if your item is defective, damaged, or if you receive the wrong item.
Please include your order number and clear photos or videos showing the issue so that we can evaluate the problem and make it right.
If the issue is confirmed, we may provide a replacement or refund depending on the circumstances.
If the item was damaged, defective, or incorrect due to a fulfillment error, you will not be responsible for return shipping costs if a physical return is required.
Lost or Missing Orders
If your order appears to be lost or has not arrived within the expected delivery timeframe, please contact us at support@ferbepetstore.com.
We will review the tracking information and fulfillment details. If the shipment is confirmed to be lost, we may provide a replacement or refund as appropriate.
Exceptions / Non-Returnable Items
Certain types of items may not be eligible for return, including:
- Perishable goods, including certain pet foods and treats
- Opened or used pet food, treats, supplements, or hygiene products
- Personalized or custom-made products
- Personal care or hygiene products that have been opened or used
- Hazardous materials, flammable liquids, or gases
- Gift cards
Please contact us at support@ferbepetstore.com if you have questions about whether a specific product is eligible for return.
These exceptions do not affect any rights you may have under applicable law for defective, damaged, or incorrectly supplied products.
Change of Mind Returns
If you would like to return an eligible item because you changed your mind, please contact us within 30 days after receiving your order.
Customers may be responsible for return shipping costs for change-of-mind returns.
Please do not ship the product until we have approved your request and provided you with return instructions.
Original shipping charges may not be refundable unless required by applicable law or the return is due to an error on our part.
Exchanges
We do not guarantee direct exchanges.
The fastest way to receive a different item is to contact us regarding the item you currently have. Once your return or refund request has been reviewed, you may place a new order for the item you want.
For damaged, defective, or incorrect products, we may provide a replacement depending on the circumstances.
European Union 14-Day Cooling-Off Period
If merchandise is shipped into the European Union, you may have the right to cancel or return your order within 14 days without providing a reason, subject to applicable consumer protection laws.
The item must generally be returned in the same condition in which you received it, unused or unworn, with tags if applicable, and in its original packaging. You will also need your receipt or proof of purchase.
Certain exceptions may apply to products that are not eligible for withdrawal under applicable law, including certain sealed, hygiene-sensitive, personalized, or perishable products.
Refunds
We will notify you after we have reviewed your request and, when applicable, received and inspected your returned item.
If your refund is approved, it will be issued automatically to your original payment method.
Please allow up to 10 business days after approval for the refund to be processed. Your bank or credit card provider may require additional time before the refund appears in your account.
If more than 15 business days have passed since your refund was approved, please contact us at support@ferbepetstore.com.