For any questions regarding our products or for assistance with your order, please email support@furfurbuddy.com and you should get a response from a FurFurBuddy support team member within 1 business day.

If you are emailing about your order, please make sure to include either:

  • your order number or
  • the email address used at checkout

Please also:

  • Add support@furfurbuddy.com to your address book so that you receive our responses safely.
  • Do not send multiple emails as this will push your query to the back of the queue. We want to help you as quickly as possible :)

Check out our FAQ below in case your question has already been answered!


Frequently Asked Questions

Q: My tracking information isn't updating and shows "preparing shipment". Has my order been shipped / is my tracking number working?

A: Yes. If you have received a tracking number, please be rest assured that your order has already been shipped and is on its way.

Tracking is updated by the delivery courier. As soon as the parcel has cleared customs in your country, you will see an update in tracking status. This will take between 8 - 19 business days for Standard shipping and 3 - 6 business days for Express shipping.


Q: Why is shipping delayed?

A: From time to time, delays may occur especially if you order during a peak period (e.g. Black Friday, Christmas). This is because postal services and customs offices need to handle an overwhelming number of deliveries and usually have lower manpower during this period.

If you experience a delay, please be patient as real humans are working hard behind the scenes to get your parcel delivered safely to your doorstep.


Q: I did not receive my order confirmation or shipping confirmation email. Can you help?

A: If you do not see these emails in your inbox, please check your spam/junk folder. Make sure to add support@furfurbuddy.com to your contact list so that you receive all our updates safely.