A 100% AUSSIE Owned Business
A 100% AUSSIE Owned Business

FAQ

WHAT ARE YOUR SHIPPING TIMES?

Australian Orders: Please expect 10-14 working days for delivery time for personalised products.

WHAT CURRENCY IS DISPLAYED ON THE WEBSITE?

The prices visible on our website is in Australian Dollars (AUD).

WHERE ARE YOU BASED?

Furfull is based in Sydney, Australia address is: 2406/3 Herbert st, St Leonards NSW 2065

DO ITEMS SHIP TOGETHER?

Depending on your order, we may ship each item in its own separate parcel. We work with multiple print partners who specialize in specific products. This ensures a high-quality print.

WILL I GET A TRACKING NUMBER?

Yes you will definitely receive a tracking number. As soon as your tracking number is available, you'll receive an email containing the full details. If over 3 weeks have passed and you do not have a tracking number, please email us.

DOES FURFULL SHIP WORLDWIDE?

Yes, we ship to almost every country! Everyone should be able to celebrate the love they have for their pets. We ship to over 100 countries and charge a set shipping fee for any international (non-US) order, no matter how far from the United States you are.

DO YOU OFFER REFUNDS?

Your purchase comes with a 30-day smile guarantee. We are so confident that if you get your product & you are not happy - we'll refund you, no questions asked.

WHAT IF I DON'T LIKE THE FINAL PRODUCT?

We are dedicated to ensuring you're happy with the final product. If you don't like it for any reason, please reach out to our support team via our contact us page and we'll do our best to help you.

CAN I ADD MORE THEN ONE PET?

Yes, if the photo has multiple pets we can do up to four.

I RECEIVED THE WRONG ITEM, WHERE IS MY PET?

If you receive a defective or incorrect item we promise to replace it as fast as possible. Please report the issue to us via email and provide photo evidence. We 100% guarantee a replacement to any customer who receives an incorrect or defective/damaged/misprinted product.

We recommend that defects are donated to your local pet shelter, to provide extra comfort to cats and dogs without a home.

MY PRODUCT ARRIVED DAMAGED

Please email us providing some photos of the product and its defect and we will ship out a replacement as fast as possible. We have a 100% replacement guarantee for any order that arrives with any damage, defect, or misprint. While we don't offer refunds in these cases, you can rest easy knowing a new product is on the way.

We recommend that defects are donated to your local pet shelter, to provide extra comfort to cats and dogs without a home.

CAN I CANCEL MY ORDER IF I CHANGE MY MIND?

Order cancellations are permitted up to 24 hours after placing your order. Our artists will have started on your order by this 24-hour point, so we, unfortunately, cannot approve any cancellation after this time.

In some cases, we can cancel and refund an order beyond the 24-hour window (e.g. when artists have not yet started creating your artwork), but this is rare. Please email us to enquire.

Note that any order that has been sent to print cannot be cancelled under any circumstance.

DO YOU JUST PRINT CATS AND DOGS?

We can print any animal on earth so long as we receive a great photo! We just need to ensure that the pet’s face is clearly visible including eyes, ears, nose, and any defining features.

IS MY PHOTO GOOD ENOUGH TO USE?

Don't worry about that! We have a team who work 24/7 checking new orders as they come in to ensure your photo is good enough to use. If for any reason there's an issue with your photo, you'll get an email within 24 hours of placing your order and we'll help you choose a better photo.

Please ensure that your pet's fur color, eye color, and any other details are clear and visible in the photo you provide.

CAN I CHANGE MY ORDER?

If you need to change your order, please get in touch with us as fast as possible. We can usually make any product, size, or color change without issue so long as you let us know within 24 hours of placing your order.

WHY HAVEN'T I HEARD FROM YOU SINCE I PLACED MY ORDER?

Don't worry, this is normal for some customers/orders. We're a real company with real people! The reason you haven't heard from us is that we only begin sending email updates to you once your order has been shipped and has some tracking information. This can be 1-3 weeks after you placed your order.

DO YOU SPONSOR INFLUENCERS?

We sure do! We work with pet influencers and human influencers.

If you're a popular pup, kitty, or other kinds of pet with lots of fans on social media, we'd love to hear from you!

If you're a human and a pet parent, and you have a lot of followers on social media, we can definitely work together.

Please contact us to enquire.

WILL YOU REMOVE THE PHOTO BACKGROUND?

Yes, our brand is all about your pet. Your pet is our focus, not the photo background! Our artists create our custom portraits based solely on the pet. We never include the background.