Refund policy

Every Furry Stitch product is made to order especially for you. We want you to love what you receive — and if you don't, we make returns simple.

1. Return window and eligibility

You may return or exchange your item within 30 days of receiving your order — whether the item is defective or you simply changed your mind.

To be eligible, items must be in new condition: unworn, unwashed, undamaged, and in their original packaging.

The following items cannot be returned or exchanged unless they arrive damaged or defective: custom-designed and personalized items, and gift cards.

2. Return shipping costs

— If the return is due to our error (damaged, defective, incorrect item, or a printing/embroidery mistake): we cover all costs and will email you a prepaid return shipping label. In many cases, we will simply send a replacement without asking you to return the original item.
— For all other returns and exchanges (such as sizing or change of mind): the customer is responsible for return shipping costs.

There are no restocking fees — ever.

3. How to start a return or exchange

Email us at support@furrystitch.com within 30 days of delivery with:

— Your order number
— Whether you would like a return, exchange, or replacement
— For damaged or defective items: clear photos of the item and packaging

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

Once your request is approved, we will email you full return instructions. Returns are shipped by mail 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. Exchanges

We accept exchanges within the same 30-day window — for example, for a different size or color. Contact us at support@furrystitch.com and we will guide you through the process. Once your original item is on its way back to us, we will begin producing your new item.

5. 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 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 and we will follow up right away.

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 and we will do our best to help.