FAQ – Fur Baby Solutions

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Where are you based?
We are an Australian private company with our head office based in Brisbane. 

Do you deliver worldwide?
Yes, we deliver worldwide. We proudly offer Free Shipping and we are able to do this by fulfilling your orders through our warehouses located globally. Please see our Shipping Info page for more details. 

If I have any issues or questions, who do I contact?
Please email any questions or concerns to hello@furbabysolutions.com. Due to the volume of enquiries we receive, please allow up to 2 business days for our response. 

Are there any exchange rates?
We are an Australian based company and therefore our store currency default is in Australian Dollars (AUD). The prices on our online store will be shown on your local currency equivalent.

For example, if you are based in the US, the prices will show the USD equivalent. However, at checkout, you will be charged the AUD equivalent of your order at the latest exchange rate.

What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX). We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.

How secure is my online order?
When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

How do I change or cancel my order?
Please note that any orders that have already been packed or shipped cannot be cancelled. 

We reserve the right at any time after receipt of the order to accept or decline the order, or any portion thereof, at our sole discretion, even after the customer receives an order confirmation or after the credit card has been authorized.
If the credit card has already been authorized for the purchase and the order is canceled, we will issue a refund back to the original method of payment.

How do I set my shipping address?
Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations.
If the address you have keyed in is foreign language, we may not be able to fulfil and ship your order and therefore your order may be cancelled.

Can I change my shipping address after placing an order?
Please be advised that in very few instances, we can change your shipping address within the next 3-4 hours of your order.
However, any longer than that, your shipping address cannot be revised after the order has been processed or shipped.

When will my order arrive?
All orders are dispatched from our warehouse within 2-3 business days. You will be provided a tracking number for your order. In peak periods please allow for up to 5 business days for dispatch. Once the order has shipped, we will email your tracking information. The tracking information generally becomes available 2-3 business days after we have shipped the order.  Please note we are not responsible for delays caused by customs clearance in your country. Please also note that due to COVID, many restrictions have been in place in most countries around the world, flights and sea freight have been delayed and customs take longer to clear parcels. We appreciate your patience as well deal with uncertainties during this time.

Please see our Shipping Info page for more details.

Returns & Refund
Our refund policy lasts 14 days. If 14 days have gone by since your purchase was delivered, unfortunately, we can’t offer you a refund or exchange.

We do not accept returns for refund or exchange, with the exception of items damaged in transit. To be eligible for a refund, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Please see our Refund Policy for more details. 

Will shipping be covered for my returns?
All return shipping fees, taxes and other miscellaneous fees are the responsibility of the customer. Please see our Refund Policy for more details. 

What if the item(s) I received is defective/incorrect/damaged or an item is missing? Please contact us at hello@furbabysolutions.com within 7 days of receiving your order. Please include your order number, photographs/video of the item(s) and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.

How long is the returns process?
Processing returns may take up to 14 business days from the day we receive your returned items. We will email you to confirm once your return has been processed.

When will I receive my refund?
All refunds will be credited back to your original form of payment. If you paid by credit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.  
If you haven't received a credit for your return after the 2 week time period, please contact the bank/credit card company. It may take some time before the refund is posted to your account.

Shipping & Customs
When will my order be processed? We process orders between Monday and Friday. Orders are processed within 3-5 business days from the order date and shipped the next day after the processing day. Please allow extra time for your order to be processed during holidays and sale seasons.
Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment. Please see our Shipping Info page for more details.

Will I be charged with customs and taxes?
Prices for Australian customers include GST. For all other countries, the prices displayed on our site are tax-free at your local currency, which means you may be liable to pay for duties and taxes once you receive your order.

Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of the charges, please contact your local customs office.