Thank you for shopping at Furry Story Home! We want you to love what you ordered. Please review our return and refund guidelines below:
1. Damaged, Defective, or Incorrect Items (Free Replacement or Full Refund) Please inspect your order upon delivery. If your item arrives damaged, defective, with poor print quality, or if you received the incorrect item, please contact us within 30 days at support@furrystoryhome.com.
To resolve this quickly, please provide:
- Your order number.
- Clear photos or a video showing the defective area, the design print, and the garment/item tag.
Once verified, we will arrange a free replacement or issue a full refund to your original payment method. You do not need to ship the defective item back to us.
2. Custom & Made-to-Order Items Because custom and personalized products are manufactured specifically to your specifications once an order is placed, we cannot accept returns or exchanges for buyer’s remorse, incorrect size choice, or change of mind.
If you ordered the wrong size, please reach out to our team at support@furrystoryhome.com, and we will be happy to offer a discounted replacement order.
3. Standard (Non-Custom) Items For regular, non-customized products:
- You may request a return within 30 days of receiving your package.
- Items must be unworn, unwashed, with original tags intact, and in their original packaging.
- Return Shipping: Customers are responsible for the return shipping costs unless the return is due to our error.
- Return Process: Please contact support@furrystoryhome.com before sending any items back. Our team will verify eligibility and provide you with the authorized return address and detailed instructions. Packages sent back without prior contact cannot be processed.
4. Refunds Once an approved refund is processed, the funds will be automatically returned to your original method of payment within 3 to 7 business days. Please note that financial institutions and credit card companies may require additional processing time to reflect the credit on your statement.
5. Contact Us For any questions regarding our policies, please reach out to us:
Email: support@furrystoryhome.com
Hotline: +84 325 921 651
Support Hours: Monday – Friday (9:00 AM – 5:00 PM EST)
Design Studio & Operations: Tan Luc, Phu Rieng, Dong Nai, Vietnam
Fulfillment & Shipping Hubs : Printed and fulfilled by our partner printing facilities located across the United States (California, Texas, Florida, and North Carolina)
