Frequently Asked Questions
We've answered some of the most common questions about shopping with Furlix. If you can't find the information you're looking for, our Customer Care team is always happy to help.
Orders
How can I track my order?
Once your order ships, you'll receive a shipping confirmation email with a tracking number. You can also visit our Track Order page anytime to check your shipment's progress.
Can I change or cancel my order?
We begin processing orders as quickly as possible. If you need to make changes or cancel your order, please contact us as soon as possible. While we can't guarantee modifications after an order has been processed, we'll always do our best to help.
I entered the wrong shipping address. What should I do?
Please contact us immediately. If your order hasn't shipped yet, we'll update the address whenever possible.
Shipping
Where do you ship?
Furlix currently ships to the United States and selected international destinations. Available shipping options are displayed during checkout.
How long does shipping take?
Processing typically takes 1–3 business days. Delivery times vary depending on your location and shipping method selected at checkout.
How much does shipping cost?
Shipping costs are calculated during checkout based on your destination and selected shipping option. Free shipping promotions may be available on qualifying orders.
Returns & Refunds
What is your return policy?
We offer a 30-day return policy for eligible items in new and unused condition. Please visit our Returns & Refunds page for complete details.
How do I start a return?
Simply contact our Customer Care team with your order number, and we'll guide you through the return process.
When will I receive my refund?
Approved refunds are issued to your original payment method after the returned item has been inspected. Processing times may vary depending on your payment provider.
Products
How do I choose the right product for my pet?
Start by identifying the challenge your pet is experiencing. Our Care Journeys and Pet Mobility Assessment can help you understand your pet's needs and discover appropriate solutions.
Are your products suitable for both dogs and cats?
Many Furlix products are designed for both dogs and cats. Product pages clearly indicate compatibility, sizing, and recommendations.
Are Furlix products intended to replace veterinary care?
No. Our products are designed to improve comfort, mobility, and everyday quality of life. They are not medical devices and should not replace professional veterinary advice, diagnosis, or treatment.
My pet is between sizes. Which size should I choose?
Please refer to the Size Guide on the product page. If you're unsure, contact our team—we'll be happy to help you choose the best fit.
Care & Maintenance
How do I clean my Furlix products?
Cleaning instructions vary by product. Please refer to the Product Care guide or the care instructions included with your purchase.
How can I help my product last longer?
Regular cleaning, proper storage, and following the recommended care instructions will help maintain your product's performance over time.
Warranty
Do your products include a warranty?
Yes. Selected products are covered by our limited warranty against manufacturing defects. Please visit our Warranty page for details.
What is not covered by the warranty?
Normal wear and tear, accidental damage, misuse, improper care, and unauthorized modifications are not covered.
Support
How can I contact Furlix?
You can reach us through our Contact Us page or by emailing our Customer Care team. We aim to respond within 1–2 business days.
I still have a question.
We're here to help. If you couldn't find the answer you were looking for, please contact our Customer Care team, and we'll be happy to assist you.