FAQ

ORDER

- How can I cancel an order?

As long as your order status is “UNFULFILLED” (or “Pending”), the order can be canceled from your end. The packaging process starts at 8:00 a.m. (PST) / 12:00 a.m. (KST), so please go ahead and cancel the order through the “MY ACCOUNT” page or via your confirmation email before this time. Please note that once the order has been processed for shipping, cancellation is no longer possible.
(CS Operating Hours: Mon-Fri, 10:00 to 17:00 KST / GMT+9. Closed on Korean public holidays.)

- I made a mistake with my order. Can I edit it?

We suggest you cancel the original order and place a new one. If you applied a discount code, please inquire with our customer service for a new one, as it cannot be reused. If you placed a large order and it is complicated to cancel, our customer service center can assist you. However, please keep in mind that we won’t be able to assist outside of our operating hours due to the time difference.

- I provided an incorrect address. How can I change it?

If you ordered with the wrong address, you must contact our customer service center (info@furriky.com) as soon as possible. If your order has already been processed or fulfilled, we cannot change the address. Furriky is not liable for any lost packages due to an incorrect address provided by the customer. You may try contacting the courier (UPS), but any extra charges for address changes are the responsibility of the customer.

- Why am I charged twice for an order I placed with paypal?

PayPal has a unique payment system called "pre-authorization". When an order is placed, PayPal reviews the payment for approval. During this process, a temporary charge is placed, which will appear as pending. This second charge will be automatically refunded or dropped once the first payment is fully approved.
Please wait a few hours or days for the payment to clear. If you do not get refunded for the pending charge within a month, please let us know. We appreciate your understanding!

SHIPPING

- When will my order ship out?

Our warehouse processes orders every day at 8:00 a.m. (PST). All packages are dispatched directly from our fulfillment center in South Korea. A shipping confirmation email with your tracking number will be sent to you once the order is dispatched.

- What courier do you use, and how long does it take to arrive?

We use UPS for our international shipments. Delivery typically takes 3 to 10 business days, depending on the destination country and local customs processing. Please provide a physical address, as UPS cannot deliver to P.O. Boxes, or FPO/DPO/APO addresses.

- What is the shipping cost? And which countries do you ship to?

For US residents, a flat rate of $6.99 will be charged for shipping (rates may vary for regions like Hawaii or Alaska).
Note: All import duties, taxes, and customs fees incurred in the destination country are the sole responsibility of the recipient.

- Tracking shows that my package was delivered but I have not received it.

If your package is marked as delivered but you cannot find it, please check around your property or with neighbors first. If it is still missing, contact our customer service immediately.
Please note: Furriky provides reshipment or refunds only if the package is confirmed "Lost" by the carrier before delivery completion. We are not liable for loss or theft after the status is officially marked as "Delivered".

- How can I track my order?

You will receive a shipping confirmation email when the order ships out. You can track your package using the UPS tracking number provided in the email or on your “My Account” page.

Return & Exchange

- I would like to exchange some items.

Due to the international nature of our shipments and for hygiene reasons, we do not accept returns or exchanges for a simple change of mind. Please review your order carefully before completing your payment.

- My package arrived with something damaged.

We sincerely apologize for the issue. If you receive a damaged, incorrect, or missing item, please contact us at info@furriky.com within 7 days of receipt.
Please provide the following photos for prompt assistance:

  1. A picture of the exterior packaging, with the UPS tracking number showing on the shipping label.
  2. A picture of all the items inside the original packaging.
  3. A picture of the actual item that was damaged/defective.
    Upon verification, we will provide a full refund or reship the item. We may not be able to offer compensation without the aforementioned photos.