Because Furmori products are personalized and made specifically from the photo you provide, we generally do not accept returns or exchanges for change of mind.
Damaged, defective or incorrect items
If your order arrives damaged, defective, or you receive the wrong item, please contact us within 14 days of delivery. Include your order number and clear photos of the item and packaging where relevant.
After we review the issue, we may offer a replacement, remake, or refund, depending on the circumstances.
Personalized products
Our custom products are created from customer-supplied photos and are made to order. Because of this, they are not eligible for return or exchange simply because you changed your mind, selected the wrong size, or no longer want the item after production has started.
Please review your selected size and uploaded photo carefully before completing your order.
Photo quality and custom shape
The final shape and appearance depend on the photo you provide. Small adjustments may be made for print quality and production, and the final outline can vary slightly depending on your pet’s pose and the composition of the image.
If we identify a problem with your submitted photo before production, we may contact you to request a replacement image.
Order changes and cancellations
If you need to change or cancel an order, contact us as soon as possible. Because personalized items can enter production quickly, we cannot guarantee changes or cancellations after production has started.
Lost or delayed packages
If tracking shows no meaningful update for an extended period or your package appears to be lost, contact us and we will investigate with the fulfillment partner or carrier. If the parcel is confirmed lost, we will work with you on an appropriate resolution.
How to contact us
Please use our Contact page and include your order number when contacting us about an existing order.
This policy does not limit any consumer rights that cannot be excluded or waived under applicable law.