Short version: digital downloads aren’t refundable once delivered. Physical merch is fully refundable or replaceable for defects, damage in transit, or print errors. Details below.
Digital downloads
The Social Pack is delivered as soon as your payment completes — the clean, full-resolution files are available on your order page right away. Once delivered, we don’t offer refunds. We can’t un-deliver a digital file.
If something went wrong on our end — the download link doesn’t work, the files are corrupted, the wrong generation was attached — email us and we’ll fix it (re-send the right files, regenerate, or refund the order at our discretion).
Physical merch
T-shirts are produced by our print partner Printful. We offer full refunds or free replacements in three cases:
- Print errors — the print is misaligned, blurry, faded, or materially different from what you ordered.
- Damage in transit — the package or product arrived broken, torn, or otherwise damaged.
- Wrong product — you got something other than what you ordered (wrong size, wrong design, wrong product entirely).
Claims must be submitted within 30 days of delivery. After 30 days we can’t reasonably verify the issue, so the window closes.
Change-of-mind returns: because every product is custom-printed with your pet, we can’t resell or restock them. Returns for any reason other than defect/damage are at our discretion, and the customer covers return shipping.
How to claim
Email hello@furmous.com with:
- Your order number (in your confirmation email).
- A short description of the issue.
- Photos of the problem — the print error, the damaged package, whatever we’re looking at.
We aim to respond within 24 hours and resolve within a week. Refunds go back to your original payment method via Stripe; allow 5-10 business days for the bank to process.
What we need from you
Photos of the issue are required for defect/damage claims — they’re what we send to Printful to process the replacement on their end. The clearer the photo, the faster we can resolve it.
Anything else: hello@furmous.com.