Shipping & Returns

📦 Shipping

Most products ship from our overseas fulfillment partners and are delivered to your door via Ninja Van or Qxpress. We email tracking the moment your parcel leaves the warehouse.

🛡️ Buyer Protection

We don't accept buyer's-remorse returns — please check the product page carefully before ordering. But we've got you covered if anything goes wrong on our end:

✅ What we replace or refund

• Damaged in transit — package torn, item broken on arrival
• Wrong item received — we sent something different from what you ordered
• Item missing from order — short by one or more items
• Quality clearly not as described — major defects, doesn't match listing
• Never arrived — tracking shows delivered but you don't have it

📸 How to claim

1. Email hello@fuwafuwa.sg within 72 hours of delivery with: order number, photos showing the issue, brief description.
2. We reply within 1 business day with a decision.
3. If approved, we either ship a replacement or refund you within 5 business days. You don't ship anything back to us — keep or dispose of the original at your discretion.

❌ What we don't accept

• Change of mind after order shipped (please cancel within 1 hour of placing if you change your mind)
• Pet didn't like it — sorry, we can't predict every pet's preferences. Try a smaller size first if unsure.
• Wrong size ordered — please measure your pet before ordering. Size guides are on each product page.
• Personalized / custom items (e.g. custom-name harnesses) unless damaged or defective
• Claims made more than 72 hours after delivery

🚫 Address Changes & Cancellations

Within 1 hour of ordering: email us — we can usually still cancel or update.

After 1 hour: the order's already with our fulfillment partner and changes aren't possible.

📞 Questions?

Email hello@fuwafuwa.sg — we usually reply within a few hours.