Shipping

We know you and your dog will be excited to receive your Fur Love products as soon as possible!

We currently ship to New Zealand, Australia, the United States, and the United Kingdom. If you're ordering from France, please place your order through our dedicated French website.

Orders are dispatched by tracked courier from our warehouse in Auckland, New Zealand. Once your order is received it will be dispatched from our warehouse within 1-3 working days.

New Zealand

Orders over $79 NZD – free shipping (excludes Waiheke Island)

Orders below $79 NZD – shipping flat rates of:

• Auckland - $7.50 NZD

• Waiheke Island - $45 NZD

• North Island courier - $9 NZD

• South Island courier - $16 NZD

We aim to deliver your order within 1-3 business days to all metro areas. Rural deliveries may take an additional 1-2 days.

Australia

Orders over $100 NZD - free shipping (excludes tracked orders)

Orders below $100 NZD – shipping flat rate of $22 NZD

We aim to deliver your order within 3-10 business days to all metro areas. Rural deliveries may take an additional 2-3 days.

United States

Orders over $100 USD - free shipping

Orders below $100 USD - shipping flat rates of:

• <1kg package weight = $15 USD

• 1-2kg package weight = $30 USD

We aim to deliver your order within 10-14 business days to all metro areas.

United Kingdom

Orders shipped at flat rates of:

<1kg package weight = £10 UK

1-2kg package weight = £15 UK

We aim to deliver your order within 5 business days.

Customs

For orders placed outside of New Zealand, local import duties or taxes (including GST or VAT) may apply once your order arrives in your country. These charges are set by your local customs authority and are the responsibility of the person placing the order. As customs policies vary, they may also affect delivery timeframes. Please note that we’re unable to refund your order if you choose not to pay the applicable customs charges.

Order and address changes

If you need to make changes to your order, please get in touch with us at info@thefurlove.com as soon as possible. If your order hasn’t yet been dispatched, we’ll do our best to make any changes.

To help your order arrive safely, please take a moment to double-check your shipping details before confirming your purchase. Unfortunately, we’re unable to take responsibility for deliveries that can’t be completed due to an incorrect address.

Missing orders

If your product is missing, please first double check around the property and with your neighbours. If this cannot be found, please contact us at info@thefurlove.com, and we will try to track the delivery through our shipping provider.

Damaged orders

If your order hasn’t turned up, we recommend checking around your property and with neighbours - occasionally parcels are tucked somewhere safe (or perhaps your dog’s taken a particular interest in it!). If it’s still missing, please get in touch with us at info@thefurlove.com and we’ll work with our shipping provider to help track it down.

Returns

We want you and your dog to love and enjoy your products from Fur Love.

Purchased from The Fur Love

We get it - when it comes to your dog, only the best will do. That’s why we’ve got The Fur Love Guarantee. If you or your pup aren’t completely in love with your purchase, no worries - you can send it back within 30 days and we’ll refund you in full.

Just flick us an email at info@thefurlove.com, and we’ll let you know where to return your product. Pop it in secure packaging (bonus points if your dog supervises), and use a tracked courier, as we can’t take responsibility for any lost parcels. Return shipping is on you, but once your order lands back with us, we’ll refund the full product amount to your original payment method and send you a confirmation.

Please note: shipping costs paid on your original order aren’t refundable. But we genuinely appreciate you giving Fur Love a try, and we’re always here if you have questions or need help finding the right fit for your dog.

Purchased from a stockist

If you purchased your Fur Love product from one of our stockists, please reach out to them directly for any support with returns or exchanges. As the transaction wasn’t processed through our website, we're unable to manage the return ourselves - but they’ll be happy to help.

Reacted to a product?

Reactions to our products are uncommon, but if your dog does experience one we recommend reviewing the full ingredient list on the product page to check for any known sensitivities. If this is the first time your dog has reacted and no known allergies have been identified, we suggest introducing new products gradually. Using a smaller amount than recommended (for example, half a pump instead of one), applying every second day to begin with, and introducing one product at a time can help your dog’s skin adjust gently. If symptoms persist or you have any concerns, we strongly encourage you to seek advice from your veterinarian. Our team is also here to support you - please don’t hesitate to get in touch at info@thefurlove.com.