Furryroyal is dedicated to satisfying every customer, and we want every customer to have a fabulous purchase experience in every phase.
Cancel order
Once we receive your order, our artist will start to design the artwork for you. In this way, if you change your mind and want to cancel your order, you can contact us to cancel your order within 24 hours. If you email us beyond 24 hours, there is a very high chance that we have already done work on your design.
And if your artwork has already been created and you request to cancel, we will charge a $10 fee to cover some of the artwork costs for your order.
Once your order has been printed and shipped, we will not support order cancellation.
Returns (We don't accept return)
As you know, these products made by Furryroyal are custom-made for you and your pet, so we can not offer returns because of your personal preferences or personal reasons . If you are not satisfied with your final product, please do not hesitate to contact us. We will try our best to make sure you're happy with the final masterpiece.
However, do not worry, if there is an issue with your order, we will refund or send you a replacement. You can check the refund& exchange listed below.
Note:
1. We kindly remind you to follow the photo guidelines on each product page when uploading photos. Low-quality photos will result in low-quality artwork. The high-quality pet portraits on our website are sourced from high-quality photos, and blurry, low-quality photos will not allow our design team to produce the high-quality finish you see on site.
2. Remember not to return the item(s) you received because we do not accept returns. Please contact us if you have an order issue before returning any products.
Refund & Exchange
Refund & Exchange policy can last 14 days from the delivery date. Once we receive your request for refund or exchange, we will process it within 1 business day.
Refundable and Exchange Items
Received items Issue
If the item(s) you received meets one of the conditions below, please contact us to report the issue and request a refund or a replacement.
1. You received the wrong product, size, or print.
2. Your product is damaged in transit.
3. One or more items are missing when the order arrives.
4. The products you received have quality problems (such as blurred printing, faded printing).
Non-refundable and non-exchange items
Shipping
1. Incorrect shipping addresses/ no consignee
2. Invalid address entry/ no answer to the delivery calls & emails
3. Customer refuses to accept package/pay tax fee/ complete customs clearance
4. Didn't pick up package by the deadline
Note: If the package is returned to our warehouse because of customer's personal reason (Listed above), we'll contact you about re-paying the reshipment postage and arrange the reshipment. However, please understand that no refund will be issued in this situation.
Product
5. Improper care, damages in use
6. You just want to change other sizes of the product
7. We cannot refund/exchange orders more than 14 days after the delivery date, and if you have any questions, please contact us within 14 days of receiving the package.
How do I make a refund & exchange request?
If you encounter one or more of the problems listed above, please contact us to refund or reship your order.
In order to resolve your issue faster, we hope that your request should ideally contain the following:
Once our support team receives your request, we will process it within 1 business day.
Exchange Details
If you want to exchange an item because of the Received items Issue listed above, you need to send us the item you wish to exchange. For items without quality issue, please ensure the returned items are unused and in the original packing.
And once we receive the product you send back to us, we will begin to process a replacement for you within 48 hours.
Because of the Received items Issue, you need to exchange the product, we will cover the shipping cost of your exchanged items you send back to us.
You need to send the returned product to our warehouse. Please be sure to contact us prior to return, submit a request for a product return form with the relevant return address. Please do not return your package to any of the addresses indicated on the shipping label and the business address listed on the contact us page of our website.
Due to the Received items Issue listed above, we are solely responsible for the shipping costs of the shipped products.
Refund Details
1. If you request a refund for an order due to the Received items Issue listed above, we will refund the total value of your order to you in 1 business day. (Excluding the shipping fee.)
2. If you have tipped your order, we will not be able to refund the tip to you.
3. And in principle, we do not support the refund of shipping costs.
Where is my refund?
We can only issue refunds through the original method used to pay for the order. Please kindly know that we will issue your refund in 1 business day and the time you receive it depends on your bank or Paypal. Please allow some days for your bank or Paypal to process your refund. Please don't worry if you don't receive your refund and you can contact us anytime.
If the original payment method is no longer available, we are happy to issue a store coupon equal to the refund amount.
If you have any other questions please don't hesitate to contact us by email at support@furryroyal.com.
