FAQ's
How do I change or cancel my order?
We fulfill orders quickly, and once your order has been processed in our system, it cannot be cancelled or changed. This generally occurs within one to two hours of placing your order. To request an order cancellation, contact us immediately by using the Contact Form and selecting “cancel order” from the drop down menu. Enter your order number and email address to see if your order is still eligible for cancellation; if it is, you can request a cancellation directly using the form. If your order is no longer eligible for cancellation, you will be able to see this as well by using this form.
Was I charged twice?
For orders made with a credit card, we place an authorization hold on your debit/credit card when you initially place an order. Orders may be split into multiple shipments. Because we charge for items when they are shipped, or as a pre-payment for special order items, this may result in multiple charges. However, the total amount charged adds up to the amount displayed when you placed the order.
Will I be charged sales tax?
Items sold on Furtails and shipped to locations both inside and outside the US, including territories, may be subject to tax. For example, if you live in a state that does not impose a sales tax, you may still see tax calculated on your order if shipped to another state. Orders shipping to international addresses will incur GST/PST, which are combined and listed on one line in calculating your shopping cart total. No tax is charged when purchasing gift cards; however, purchases paid for with gift cards may be subject to tax.
Where is my order confirmation email?
An order confirmation email is sent within 1 hour of placing your order. If for some reason, you did not receive an email, please check your spam folder and add support@furtails.com to your safe senders list. Once your order ships, you will also receive a shipment notification including your tracking number.
Do you include gift receipts?
We treat each order as a gift, whether it’s for yourself or a loved one. All shipments will include an order packing slip, but will not display any pricing.
When will my order ship?
We ship most orders within 1-3 business days. However, processing time varies depending on personalization selection and does not include weekends or holidays. You can estimate your order arrival date by entering your zip code in the cart and looking at the shipping options available.
Hand painted, Trapunto, and backordered items have a longer processing time. You can see the estimated shipping timeline on the product page as you select your item/monogramming and in your cart. Please see our Shipping Page for more details.
How do I track my order?
You may use our Track My Order feature 24 – 48 hours after your order has shipped to view its progress.
My order appears to be stuck or lost in transit. What should I do?
If the item appears to be stuck in transit and is not moving, contact our Customer Care team and we will work towards a solution.
My order shows delivered, but I have not received it. What should I do?
If your tracking details show the package was delivered and you cannot locate it, we recommend waiting 24 hours following delivery confirmation as some tracking displays a delivered status prior to their arrival at the destination.
If it has been more than 24 hours please do the following:
- Look for a notice of attempted delivery left by the carrier
- Look around the delivery location for your package (on the porch, by your garage etc.)
- See if someone else in your household or a neighbor accepted the delivery
- Verify the shipping address used by the carrier and on your order was correct
- Some packages travel through multiple carriers, double-check your mailbox or wherever you normally receive mail
If after this 24-hour period, you believe the order may be lost or stolen, we may ask you to file a chargeback on your original form of payment. Our Customer Care team can walk you through this process via our Contact Us form
Do you ship Internationally?
We currently offer international shipping to Canada, Australia, Mexico, and many European countries via FedEx. Visit our Shipping page for more information.
Will the actual product vary from what I see on your website?
The product images shown have the most accurate color possible. Differences in computer monitors may result in color variations between the actual product and your computer monitor. Please be advised that in some cases variations in leather grain or texture may also occur due to the nature of full-grain leather. We do our best to provide you with the most accurate images, but please be advised that some variation in color & leather texture may exist from case to case.
Do you have a warranty policy?
We care deeply about the quality of our products and carefully inspect each item before it is shipped to you. If you believe there is a material defect with your order, please contact us immediately after receipt so we can help you to resolve.
Furtails items carry a one-year limited warranty against defects in materials or craftsmanship, from the original date of purchase. The warranty does not cover normal wear and tear, accidental damage, improper care, or alterations. To initiate a warranty or repair request, please Contact Us. Proof of purchase from Furtails is required, and third-party purchases are not covered. We will, at our discretion, repair or replace the item.
What is your return policy?
Please refer to our Returns Page for more information.
How long does it take to process my return?
Please refer to our Returns Page for more information.
Do you offer volume discounts or custom logo personalization?
Yes! Volume discounts are offered on qualifying orders. Logos or custom artwork can be added to most styles. To learn more visit our Corporate Orders page or Inquire Now .