Shipping & Returns

1. Refund Request Timing

The buyer has the right to apply for a full refund for the order that was not shipped out within the stated processing time (subject to the estimated processing time displayed on the order page).

Return & Refund Type – Fur Pet Haven Rules

For Unshipped Orders:

• The Return & Refund request is made after the stated processing time: Fur Pet Haven will refund the order.

• The Return & Refund request is made within the stated processing time:

  • Fur Pet Haven has 3 business days to process the request after the buyer submits it.

  • If Fur Pet Haven fails to process (accept or reject) the refund request within 3 business days, Fur Pet Haven will refund the order.

Please note: Although the order is still within the stated processing time, any refund request must be processed within the time listed above.

For Shipped Orders:

• The Return & Refund request is made after the order has shipped.

  • Fur Pet Haven has 10 business days to process the request after the buyer submits it.

  • If Fur Pet Haven fails to process (accept or reject) the refund request within 10 business days, Fur Pet Haven will refund the order.

2. Goods Returned in Transit

If the package is sent back to Fur Pet Haven during transit for any reason, and the buyer applies for a refund, Fur Pet Haven should refund within 3 business days of the refund request. Under the same conditions, if the buyer requests redelivery, Fur Pet Haven should begin redelivery within 5 business days of the request date.

3. Goods Destroyed in Transit

If the package/goods are destroyed in transit, and the buyer has proof from the logistics website—such as, but not limited to, a screenshot from the logistics website that the order was destroyed—Fur Pet Haven should refund the order within 3 business days of the buyer's refund request, or redeliver within 5 business days of the request.

The following steps must be followed when creating this type of request:

• a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload a video.

• b. Screenshot of the e-mail or dispute received including name, date, and content (e.g., PayPal Dispute or email correspondence).

• c. The products need to be returned to Fur Pet Haven, if the Dispute Team asks for a return.

3.1 Orders Delayed

Orders are considered delayed if they are lacking tracking information, are in transit, pending, or expired 60 days after departing from the Fur Pet Haven warehouse. The timelines vary by destination:

• a. For orders shipped to the USA: 45 days after departure from Fur Pet Haven warehouse.

• b. For Brazil: 110 days after departure due to strict customs.

• c. For Fur Pet Haven Packet Liquid Line to all countries: 100 days after departure.

• d. For some special shipping methods: Fur Pet Haven cannot handle disputes (see interpretation notes below).

Notes:

• Sometimes, the order may arrive at a local post office but remain unclaimed due to issues like insufficient address, no such number, etc. Clients are encouraged to contact or visit the local post office.

• In Israel, packages may be delivered to self-pickup cabinets due to local regulations. Delays are possible.

• Local tracking may show delivery, but if the customer claims non-receipt, Fur Pet Haven will investigate. The process may take 1–2 months and is not guaranteed to conclude in the buyer’s favor.

3.2 Orders Not Received

Fur Pet Haven will not process a refund or resend if the tracking information confirms delivery.

• a. If clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is required.

• b. Tracking information shows an alert due to:

  • Incorrect or insufficient address

  • No such number

  • Unknown recipient

  • Refused delivery

  • Package not picked up in time

  • No safe delivery location

  • Uncleared customs

  • Other reasons

Notes:

• Local distributors may attempt delivery 1–3 times. If unclaimed, the package is returned to the post office for 3–7 days before being sent back to the sender.

• If logistics return items to China, Fur Pet Haven will add them to your private inventory but will not refund.

• No refund or resend will be issued for packages destroyed or mishandled by the logistics company when the buyer has not acted accordingly.

3.3 Products Damaged

• Fur Pet Haven offers a full refund or replacement if the package is severely damaged.

• Fur Pet Haven offers a partial refund or replacement if the damage is minor (e.g., scratches, slight wrinkles, loose thread).

Notes:

• Fragile product damage may warrant a full refund.

• Packaging box damage from long-distance shipping is not eligible for refund.

• Buyers must report damage to ordinary/electronic items within 30 days.

• For service products, Fur Pet Haven will refund based on local China prices only.

3.4 Incorrect or Missing Products

Fur Pet Haven applies strict quality control and will handle issues as follows:

• a. Incorrect products: Full refund or replacement.

• b. Wrong color/size (not affecting function): Refund or resend with screenshot proof.

• c. Missing parts (non-critical): Partial refund or resend; critical: resend full product.

• d. Missing accessories: Resend the accessory.

Note: For sizing disputes, buyers must measure the product using the correct method and provide a photo. This will assist Fur Pet Haven’s dispute team in resolving the issue promptly.

4. Wrong Receipt Information

If the buyer provides incorrect receipt information on an order, the buyer should contact us via the www.furpethaven.com/contact-us to request an update to the order.

Please note: Receipt information corrections or order cancellations are not guaranteed. 

• If the order has already shipped, it is the buyer’s responsibility to contact the logistics company with the correct information.

• If the goods are delivered to the wrong address, the buyer may attempt to return the products at their own expense.

  • If the goods are returned in good condition, Fur Pet Haven shall refund the order within 3 business days of receipt or initiate redelivery within 5 business days.

  • The buyer is responsible for any redelivery costs.

If the order cannot be corrected or returned, the buyer will bear the loss.

5. Defective Products

(Package breakage / Significantly not as described / Missing or wrong goods / Quality problems)

If the buyer detects any issue upon receipt of the goods, they should file a refund or redelivery request with valid proof (photos or videos clearly showing the problem).

• Fur Pet Haven will review the evidence and respond within 3 business days.

• If the provided evidence is unclear or invalid, Fur Pet Haven reserves the right to reject the refund request.

• If the proof is valid and:

  • The item needs to be returned: Fur Pet Haven will provide a prepaid return label within 3 business days and refund when the returned item shows “in transit”.

  • The item does not need to be returned: Refund will be issued within 3 business days.

If the buyer requests redelivery, Fur Pet Haven will ship within 5 business days of proof approval. If the item is out of stock, a refund will be issued instead.

5.1 Incorrect or Missing Products

Fur Pet Haven will manage cases of incorrect or missing products as follows:

• a. Incorrect products: Full refund or replacement.

• b. Wrong color/size (not affecting use): Refund or resend with screenshot of customer complaint including name, content, and date.

• c. Missing non-critical parts: Partial refund or resend.

• d. Missing critical parts: Resend entire product.

• e. Missing accessories: Resend accessories.

Note: Buyers should provide clear measurements and images to speed up dispute processing.

5.2 Service Products

Service products are subject to the following limitations:

• a. Damage or delay disputes may not result in a refund.

• b. Disputes over quality will not be accepted if Fur Pet Haven is not the product supplier.

• c. If the product did not undergo quality inspection by Fur Pet Haven, the dispute will not be accepted.

6. Logistics Issues

6.1 Invalid Tracking Information

If Fur Pet Haven verifies a tracking number is incorrect and cannot provide a valid one within 4 business days, a full refund will be issued.

6.2 Untimely Tracking Info Updates

If tracking is not updated for 7 business days after the label is created, and the buyer requests a refund, Fur Pet Haven will issue a refund within 3 business days.

Not applicable during holidays, pandemics, extreme weather, or other abnormal events.

6.3 Excessive Shipping Delays

If the delivery exceeds the estimated time by 10+ days, and Fur Pet Haven cannot provide updated tracking information, a refund will be issued within 3 business days.

6.4 Shipping Method Limits

Some methods may not be traceable for specific locations. Fur Pet Haven will not accept disputes if buyers choose these for the following areas:

• PostNL, Electric PostNL, Packet EUB, Packet Postal Route, Packet Postal, Packet Railway Economy.

Additional costs apply for remote destinations.

6.5 Force Majeure

Fur Pet Haven is not liable for damage or delays due to force majeure events, such as:

• Epidemics

• International crises

• Strikes

• Wars

• Earthquakes

• Floods

• Storms

• Heavy snow

• Customs inspections

Buyers will be notified via www.furpethaven.com.

6.6 Destination Limits

Fur Pet Haven does not accept disputes for orders shipped to the following restricted destinations:

Due to limited international transportation, Fur Pet Haven will not accept any disputes when your orders are shipped to the following countries:

Brunei, Cambodia, Laos, Vietnam, Andorra, Guernsey, Gibraltar, Greenland, Canary Islands, Iceland, Jersey, Liechtenstein, Monaco, San Marino, Vatican, Bahrain, Kuwait, Afghanistan, Antigua, Anguilla, Albania, Armenia, Angola, Argentina, American Samoa, Aruba, Azerbaijan, Bosnia and Herzegovina, Barbados Bangladesh, Burkina Faso, Burundi, Benin, Bermuda, Bolivia, Bahamas, Bhutan, Botswana, Belarus, Belize, Democratic Republic of the Congo, Central African Republic, Congo, Cote d'Ivoire, Cook Islands, Cameroon, Costa Rica, Cuba, Cape Verde, Djibouti, Dominica, Dominican Republic, Algeria, Ecuador, Eritrea, Ethiopia Fiji Islands, Falkland Islands, Micronesia, Faroe Islands, Gabon, Grenada, Georgia, French Guiana, Ghana, Gambia, Guinea, Guadeloupe, Equatorial Guinea, Guatemala, Guam, Guinea Bissau, Guyana, Honduras, Haiti, Iraq, Iran, Jamaica, Jordan, Kenya, Kyrgyzstan, Kiribati, Comoros, Saint Kitts, North Korea Kosovo, Cayman Islands, Kazakhstan, Lebanon, Saint Lucia, Sri Lanka, Liberia, Lesotho, Libya, Morocco, Moldova, Montenegro, Madagascar, Marshall Islands, Republic of North Macedonia, Mali, Myanmar, Mongolia, Saipan, Martinique, Mauritania, Montserrat, Mauritius, Maldives, Malawi, Mozambique, Namibia New Caledonia, Niger, Nigeria, Nicaragua, Nepal, Nauru, Niue, Oman, Panama, Peru, Tahiti, Papua New Guinea, Pakistan, Palau, Paraguay, Qatar, Réunion, Romania, Serbia, Rwanda, Solomon Islands, Seychelles, Sudan, St. Helena, Sierra Leone, Senegal, Somalia, Suriname, Republic of South Sudan  Sao Tome and Principe, El Salvador, Syria, Eswatini, Turks and Caicos Islands, Chad, Togo, Tajikistan, Timor Leste, Turkmenistan, Tunisia, Tonga, Trinidad and Tobago, Tuvalu, Tanzania, Ukraine, Uganda, Uruguay, Uzbekistan, Saint Vincent Island, Venezuela, British Virgin Islands, United States Virgin Islands, Vanuatu Samoa, Bernel, Curacao, Saint Eustacius, Saint Martin, Nevis, Somaliland, Saint Bafulimi, Yemen, Mayotte Island, Zambia, and Zimbabwe.

7. Other

In case of abnormal conditions (holidays, COVID-19, weather), buyers must reach out via www.furpethaven.com/contact-us. 

Fur Pet Haven will respond to such inquiries within two weeks and provide support as best as possible.

Again, Fur Pet Haven is not responsible for damage or delays due to natural disasters or geopolitical events.

7.1 Returns

Products may only be returned to Fur Pet Haven's warehouse in China, and return is not recommended due to:

• High cost

• Long duration (3+ months)

• Risk of damage or loss

If a return is necessary:

• Email Fur Pet Haven and expect a reply within 1–5 business days

• Return products within 10 days of receipt and only after confirmation

7.2 Order Cancellations

Fur Pet Haven provides a full refund only before warehouse processing begins.
The following cannot be canceled after payment:

• POD (Print-on-Demand) orders (customized)

• Preorder inventory items (exclusive)

• Video/photo orders (production begins immediately after payment)

7.3 Dispute Deadline

Disputes cannot be opened after the order status is closed.
Untraceable tracking information will result in unresolvable disputes.

7.4 Unacceptable Disputes

Fur Pet Haven will not accept the following dispute reasons:

• Buyer does not like the product

• Product differs slightly from description

• Odor complaints

• Buyer ordered wrong SKU

• Incorrect address provided

• Agreed-upon product differences

• Tracking info deleted by postal/logistics service

• Detained packages due to customs non-compliance

8. Attention

If a buyer is unsatisfied with the proposed resolution, they must open a formal dispute with Fur Pet Haven to continue resolving the issue.