FAQ

Shipping policy

All orders will be shipped by a 100% carbon neutral delivery service, Sendle. Orders are packed in compostable, zero waste packaging. 

 

How long will my order take to arrive?

All domestic orders will be processed and shipped the following business day and may take up to 4 business days to arrive in most Australian Metro areas.  After you receive your order confirmation email, you will receive another notification when your order has shipped. 

What countries do you ship to?

We ship to most international locations, if the delivery address cannot be reached by shipping you will receive a notification and a full refund of any money paid. Costs for international shipping will be displayed at checkout. 

 

FOR ALL OTHER QUESTIONS REGARDING SHIPPING, PLEASE EMAIL HELLO@FURREALSTUDIOS.COM

 

Returns policy

FurReal Studios has a 14 day full refund or exchange policy on all faulty items and/or incorrect orders.

If you have received a faulty, damaged, or incorrect item, we are more than happy to give you a full refund or send you a new item.
Please advise us for a refund/exchange within 14 days of delivery by sending us an email at hello@furrealstudios.com

Unfortunately, we do not accept refunds/exchanges for change of mind purchases.

When requesting a refund/exchange please include In your email:

• Your order number
• Date you received your item
• Images of the fault
• 'Refund/exchange request' in the subject line

We will notify you once we’ve received your email and let you know if the refund/exchange has been approved. If approved and you would like a refund, you will be refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process the refund.

For exchanges, your faulty item will be replaced and sent to you ASAP.
Items sent back to us without first requesting a return will not be accepted.
For any other return questions, please contact us at hello@furrealstudios.com