Shipping policy

Last updated: 27 October 2026

1. Where we ship

We ship to customers in Australia, the United States and Hong Kong. Every item is made overseas and sent directly to you.

2. Processing and delivery times

Each product page shows the delivery estimate for your country, because the time genuinely depends on the item. Personalised pieces are made after you order, so they take a little longer than pieces held in stock.

Those estimates are in calendar days from the day you order, and they cover both making and transit. They are estimates rather than guarantees — customs, weather, carrier delays, peak periods and deliveries to regional or remote areas can all add time.

3. Our 45-day delivery promise

If any item in your order has not been delivered within 45 calendar days of the date shown on your order confirmation, email hello@thefurryfamily.shop. After checking your order and any available tracking, we will refund the full amount paid for the undelivered item, including any shipping charge allocated to it. If every item is undelivered, we will refund the full order. You do not need to return anything.

We will act sooner if tracking confirms a loss, we cannot ship within the promised timeframe, or applicable law requires an earlier remedy. This promise is in addition to, and does not limit, any rights or remedies available under applicable consumer law.

4. If your order is delayed

If we learn that an order will be significantly delayed, we will contact you, tell you the revised timing, and give you the choice of waiting or cancelling for a full refund. For customers in the United States this reflects your rights under the FTC Mail, Internet, or Telephone Order Merchandise Rule; we apply the same approach to every customer wherever they are.

5. Shipping costs

Shipping is free on every order to Australia, the United States and Hong Kong, with no minimum spend.

6. Tracking

When your order ships we will email you the tracking details, where the carrier provides them. Some economy international services offer limited tracking once the parcel has left the origin country.

7. Customs, duties and taxes

Australia: the price you pay at checkout includes GST where applicable. Orders below AU$1,000 are not normally subject to further customs duty.

United States: parcels are shipped internationally and may attract customs duties or import fees depending on the value of the order and current US import rules. Any such charges are the responsibility of the recipient and are not included in our prices.

Hong Kong: Hong Kong does not charge import duty or sales tax on the kinds of items we sell, so the price you pay at checkout is the full price.

8. Delayed, lost or missing parcels

If your order has not arrived within the estimate shown on its product page, email us at hello@thefurryfamily.shop with your order number and we will investigate. If a parcel is confirmed lost in transit we will send a replacement or refund you in full.

9. Incorrect addresses

Please check your shipping address carefully at checkout. Tell us as soon as you spot an error — we will do everything we can, but we cannot guarantee changes once an order has been dispatched.

10. Orders with several items

Orders containing more than one item may ship separately and arrive at different times. This is normal and does not mean anything has gone wrong.

11. Contact us

Questions about shipping? Email hello@thefurryfamily.shop.