Return & refund policy

Every Furry Stitch product is made to order especially for you. Because of this, our return policy is designed around one simple promise: if we get something wrong, we will make it right.

1. What is covered

You may request a return, replacement, or refund within 30 days of receiving your order if:

— Your item arrived damaged or defective
— There is an error in printing or embroidery
— You received the wrong item, size, or design (different from what you ordered)

In these cases, we will cover all costs, including return shipping where a return is required. In many cases, we will simply send a replacement without asking you to return the original item.

2. What is not covered

Because each item is made to order, we are unable to accept returns or exchanges for:

— Size exchanges or change of mind after the order has shipped
— Custom-designed and personalized items (unless defective)
— Sale items and gift cards

Please review our sizing guide carefully before placing your order. If you have any questions about sizing, contact us before you buy — we are happy to help.

3. How to start a return

To start a return, email us at support@furrystitch.com within 30 days of delivery with:

— Your order number
— A brief description of the issue
— Clear photos of the item and, for damaged packages, the packaging

For damaged or defective items, please contact us within 7 days of delivery so we can resolve the issue as quickly as possible.

If your return is approved, we will email you a prepaid return shipping label together with full return instructions. Approved returns are shipped to our registered business address:

Furry Stitch
30 N Gould St, Ste N
Sheridan, WY 82801, United States

Please do not send items back without contacting us first — packages returned without an approved return request cannot be accepted.

4. Refunds

Once we receive and inspect your return (or verify the issue through photos), we will notify you of the outcome. If approved, your refund will be issued to your original payment method within 5-10 business days.

Please note that your bank or credit card company may need additional time to process and post the refund. If more than 15 business days have passed since your refund was approved, contact us at support@furrystitch.com and we will follow up right away.

5. Replacements

If your item arrived damaged, defective, or incorrect, we can send a replacement at no additional cost instead of a refund — whichever you prefer. Replacements follow the same production and shipping timeframes described in our Shipping Policy.

6. Lost packages

If your order has not arrived within the estimated delivery window, please contact us within 60 days of the ship date. We will investigate with the carrier and arrange a replacement or refund where appropriate.

7. Order cancellations

Because production begins shortly after your order is placed, cancellations or changes can only be accommodated if your order has not yet entered production. If you need to cancel or modify an order, contact us as soon as possible at support@furrystitch.com and we will do our best to help.