Returns & Exchanges

We believe in love at furst sight, but if something isn't quite right, we're here to help. You can request a refund or exchange within 14 days of delivery through our Returns Center.

Our Policy

  • Items must be in original, unused condition with tags attached and in their original packaging
  • Returns must be approved before being sent back
  • Start every request in the Returns Center with your order number and email or phone number

Exchanges

  • Fur Elise products: each order includes one complimentary exchange for a different size or color of the same item. We'll send you a prepaid return label and ship your replacement once the original is on its way back to us.
  • Partner brand products (from our Elise Galleria marketplace): exchanges are available subject to the brand's approval. We'll confirm availability and next steps once the brand approves your request.
  • Exchanges depend on stock. If your preferred size or color is unavailable, we'll offer a refund or store credit instead.

Need help with sizing or fit first? Email us at info@furelisepets.com with your pet's neck and chest measurements and we're happy to help.

Refunds

  • Choose a refund to your original payment method or store credit
  • A $5 restocking fee is deducted from refunds to your original payment method (exchanges have no fee)
  • Original shipping fees are non-refundable

Please allow up to 5 business days for your refund to appear once your return is received and approved. Your bank or card provider may need additional processing time.

International Orders

International customers are responsible for return shipping costs and any related duties or fees. If your item arrived damaged or incorrect, we'll provide a complimentary return label.

Original shipping fees and import taxes are non-refundable.

Return Authorization

Once your request is approved, we'll email your return label and instructions. Please do not send items back without an approved request. Unapproved returns will be sent back to the original shipping address at the customer's expense. We may decline returned items that don't meet this policy.

Damaged or Incorrect Items

Please inspect your order when it arrives. If anything is damaged, defective, or incorrect, email us right away at info@furelisepets.com with your order number and a photo, and we'll make it right with a replacement or refund.

Final Sale Items

For hygiene and safety reasons, the following Fur Elise items can't be returned or exchanged:

  • Stickers
  • Candles
  • Personalized items
  • Poo bags
  • Grooming items
  • Treats
  • Gift cards
  • Gift sets
  • Free promotional items

Partner brands may have their own final sale items, which are noted on the product page.

Questions? Reach us at info@furelisepets.com. We're always happy to help.