Refund policy

Refund and Return Policy

Last updated: September 24, 2026

At Furmulate, we want our return and refund process to be clear and straightforward.

Please review this policy before requesting a return or refund.

1. Return Eligibility

Anti-Itch Spray and Paw & Nose Balm

The Furmulate Anti-Itch Spray and Paw & Nose Balm may be returned as long as they are:

  • Unopened;

  • Unused;

  • Still fully sealed, with the original product seal intact and unbroken;

  • In their original packaging; and

  • Purchased directly from Furmulate.

Once the product seal has been removed, broken, or opened, the product is not eligible for a standard return.

This restriction does not affect an eligible claim under the separate 60-Day Results Guarantee for the Anti-Itch Spray, described below.

Grooming Brush

The Furmulate Grooming Brush may be returned if it is:

  • Unused;

  • In its original condition; and

  • In its original packaging.

Once the grooming brush has been used, it is no longer eligible for return.

2. Items That Cannot Be Returned

We do not accept standard returns for:

  • Opened or unsealed Anti-Itch Spray;

  • Opened or unsealed Paw & Nose Balm;

  • Used Anti-Itch Spray, except through an eligible 60-Day Results Guarantee claim;

  • Used Paw & Nose Balm;

  • Used grooming brushes;

  • Products damaged after delivery through misuse, improper storage, accident, or unauthorized modification;

  • Items that are incomplete or missing original components;

  • Products not purchased directly from Furmulate; or

  • Packages sent back without prior return approval.

3. 60-Day Results Guarantee

The 60-Day Results Guarantee applies only to the Furmulate Anti-Itch Spray.

This guarantee is separate from our standard return policy and is intended for customers who have used the Anti-Itch Spray for the full 60-day period but have not experienced the expected results.

To qualify for the 60-Day Results Guarantee:

  1. You must have purchased the Furmulate Anti-Itch Spray directly from Furmulate.

  2. You must use the product for 60 days from the date of delivery.

  3. You must follow the product's usage instructions.

  4. You must provide a clear before photo showing the relevant area before use.

  5. You must provide a clear after photo taken after the 60-day period showing that the expected improvement was not achieved.

  6. You must provide your order number and the email address used to place the order.

If these conditions are met and your claim is approved, we will issue a refund for the eligible Anti-Itch Spray.

You do not need to return the used Anti-Itch Spray to receive an approved refund under the 60-Day Results Guarantee.

The 60-Day Results Guarantee does not apply to the Paw & Nose Balm or Grooming Brush.

4. How to Request a Standard Return

Step 1: Contact Customer Care

Email help@furmulate.com before sending anything back.

Please include:

  • Your full name;

  • The email address used at checkout;

  • Your order number; and

  • The reason for your return.

Step 2: Provide Photos

We may request clear photographs showing:

  • The product;

  • The original packaging; and

  • The intact and unbroken product seal, where applicable.

This allows us to confirm that the product is eligible for return before you pay to ship it back.

Step 3: Wait for Approval

Do not return your order until you have received written approval from Furmulate.

If your return is approved, we will provide the return instructions and return address.

Step 4: Ship the Approved Return

Ship the eligible product back using a tracked shipping method.

Please include your order number with the return.

Packages sent without prior approval may not be eligible for a refund.

5. How to Request the 60-Day Results Guarantee

To submit a claim under the 60-Day Results Guarantee, email:

help@furmulate.com

Please include:

  • Your full name;

  • Your order number;

  • The email address used at checkout;

  • Your before photo; and

  • Your after photo taken after the 60-day period.

We may review the information provided to confirm that the requirements of the guarantee have been met.

If your claim is approved, you will not be required to return the used Anti-Itch Spray.

6. Return Shipping

For standard returns:

  • Return shipping is paid by the customer.

  • Furmulate does not provide prepaid return labels.

  • Returns must be shipped using a tracked shipping method.

  • You are responsible for providing the return tracking number if requested.

  • Furmulate is not responsible for return packages that are lost, delayed, or damaged while being shipped back to us.

The product remains the customer's responsibility until it is received by our return facility.

These return shipping requirements do not apply to approved 60-Day Results Guarantee claims where no physical return is required.

7. Return Inspection and Refund Processing

Standard returns are inspected after they are received.

Inspection is generally completed within 3 to 5 business days after the returned package arrives.

If the return is approved following inspection:

  • The refund will be issued to the original payment method; and

  • We will send you a confirmation once the refund has been processed.

After we issue the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.

If a returned item does not meet the eligibility requirements described in this policy, the refund may be declined.

8. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or you receive an incorrect item, contact us within 7 days of delivery at:

help@furmulate.com

Please provide:

  • Your order number;

  • Clear photos of the affected product;

  • Photos of the shipping package;

  • A photo of the shipping label; and

  • A brief description of the issue.

Once the issue has been verified, you may choose between:

  • A free replacement, or

  • A full refund.

You will not be required to pay return shipping for an approved damaged, defective, or incorrect-item claim.

9. Lost or Undelivered Packages

Tracking Has Not Updated

If your tracking has shown no movement for 10 business days, contact us at help@furmulate.com.

We will review the shipment and assist with a carrier investigation.

If the carrier confirms that the package has been lost in transit, we will provide either:

  • A replacement at no additional cost; or

  • A full refund.

A shipment may generally be treated as lost after 15 business days without a delivery scan, subject to the carrier's investigation.

Tracking Shows Delivered but the Package Is Missing

If tracking shows your package as delivered but you cannot locate it:

  1. Check around your property, mailbox, parcel locker, mailroom, and other possible delivery locations.

  2. Check with members of your household and nearby neighbors.

  3. Wait 48 hours, as carriers may occasionally mark packages as delivered before physical delivery occurs.

  4. Contact the carrier directly and open a missing-package claim or delivery investigation.

If the package remains missing after 48 hours, contact help@furmulate.com with your order number, tracking number, and any carrier claim or case number available.

Incorrect Shipping Address

Customers are responsible for providing an accurate and complete shipping address.

If a shipment is lost or cannot be delivered because the customer provided an incorrect or incomplete shipping address, Furmulate is not responsible for providing a free replacement or refund.

10. Order Changes and Cancellations

If you need to cancel an order or change the shipping address, contact help@furmulate.com as soon as possible.

An order may be canceled or its shipping address changed only while the order has not yet shipped.

Once the order has shipped:

  • It can no longer be canceled; and

  • The shipping address can no longer be changed.

If an order has already shipped, any return request must follow the applicable terms of this Refund and Return Policy.

11. Exchanges

We do not process direct exchanges.

If you would like a different product, you may submit an eligible return request and place a separate new order.

12. Chargebacks and Payment Disputes

If you experience a problem with your order, we encourage you to contact help@furmulate.com first so that we can review the issue and attempt to resolve it.

If a payment dispute or chargeback is filed, we may provide the payment processor or financial institution with relevant information regarding the transaction, including:

  • Order information;

  • Tracking and delivery information;

  • Applicable store policies;

  • Return or refund records; and

  • Communications relating to the order.

Nothing in this section limits any rights you may have with your card issuer, payment provider, or under applicable law.

13. Consumer Rights

This policy does not limit any rights or remedies that cannot legally be excluded under applicable consumer protection law.

Where applicable law provides additional rights beyond those described in this policy, those rights will apply.

14. Contact Us

For return, refund, guarantee, damaged-order, or other order-related questions, contact:

Furmulate Customer Care
Email: help@furmulate.com

Customer support generally responds within 24 to 48 hours, Monday through Friday.

Please include your order number whenever contacting us regarding an existing order.

Furmulate may update this Refund and Return Policy from time to time. The current version will be published on our website.

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