Furry Gems Return Policy

If you are unsatisfied with your product, please notify us within 7 days of receiving the items. We will try our best to solve the issue. We are happy to accept returns and exchanges on merchandise within 14 days of receipt.

•  Be returned in re-sellable condition

• Not have been worn, washed or altered in any way

• All returns will be refunded less shipping fees, duty and border charges (if applicable), within 7 days of receipt. A 15% re-stocking fee will also be applied on all returns and exchanges.

Note:

• For personalized dog collars -  collar sold from Furry Gems Dog Boutique is carefully handpicked and custom made to order. ALL SALES ARE FINAL. However, if any of the rhinestones from the charms or letters fall out within first 14 days of purchase, we will gladly replace it for you at no cost including free shipping only in the absence of extreme pulling, scratching and chewing

• Damages returned item will result in a 25% re-stocking fee.

• If an in-complete address is provided, and the order has already been shipped, it is considered delivered. If the order is returned (due to an in-complete address), the customer is responsible for the cost of the return postal charges.  If a credit card is not provided for these charges, the postage cost will be deducted from the purchase total. Any items being returned/cancelled will be subject to a 25% re-stocking fee.

Please specify on your return if you wish to exchange for a different size, colour, or product (include product name and any option specifications). All purchases will be refunded in the original form of payment, less original shipping cost less re-stocking fee. Shipping costs on return products are the responsibility of the customer. We strongly suggest shipping return items with a tracking number as we are not responsible for any items lost in shipment. 

Refunds & Processing Times

Let us address you concern first, email us with your concern at customerservices@furrygems.com or send us a return request from "My Account"

For exchange: we will issue a new invoice through PayPal (you may pay with your credit card or PayPal account) including your new shipping fee and 15% re-stocking fee once item is returned.

For refund: we will refund within 14 days of receipt less shipping fee (even if you were qualified for free shipping, this fee will still apply $4.99 or $8.99, or applicable US shipping charges) less 15% re-stocking fee in your original form of payment

Final Sale Items

All personalized, custom made clothing, seasonal holiday items, beds and other special order items are not refundable and are final sale.

If you have any questions or concerns, we will be happy to help. We are always here to help you find the best product. If you are not sure about size or have any other questions, feel free to contact us for assistance.

Defective or Wrong Item Shipped

We inspect our items carefully. However, should an item be damaged or defective,  please notify us within 48 hours of receipt to receive an exchange at our cost.

Gift Certificates

Gift Cards cannot be exchanged or returned for cash, credit or cheques.