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Returns & Refunds

We want you to have a clear and straightforward experience with FurlyJoy. Please review the requirements below before requesting a return.

1. Contact Us Within 7 Calendar Days

You must contact support@furlyjoy.com within 7 calendar days of delivery to submit a return request. Requests submitted after this period will not be accepted.

2. Return Eligibility

You may request a return, refund, or appropriate after-sales assistance when:

• The product is materially different from its description.
• The product has a manufacturing defect, flaw, or assembly issue.
• The product was damaged during transit.
• You received the wrong product.
• The product does not have a primary quality or function explicitly stated on its product page.

3. Items Not Eligible for Non-Quality Returns

• Customized products are not eligible for returns for non-quality reasons.
• Clearance items, Final Sale items, and products clearly marked as having minor imperfections and sold in that condition are not eligible for returns for non-quality reasons.
• Pet products that have been used or contaminated and cannot be resold for hygiene reasons are not eligible for returns for non-quality reasons.

These restrictions apply only when the relevant condition is clearly disclosed on the product page before purchase. Undisclosed quality issues, incorrect items, and products damaged during transit remain subject to the applicable after-sales process.

4. How to Request a Return

1. Email support@furlyjoy.com before sending anything back.
2. Include your order details and explain the reason for the request.
3. Wait for the return request to be reviewed and approved.
4. If approved, our customer service team will email you the return instructions and the correct return address.
5. Send the item only according to the instructions provided by our customer service team.

Please do not send an item back without approval. Unauthorized returns may not be accepted.

5. Damaged, Missing, or Incorrect Items

If your order arrives damaged, has obvious missing parts, or contains the wrong item, contact support@furlyjoy.com within 7 calendar days of delivery. Please include your order number, photos of the product, photos of the outer packaging, and a description of the issue so we can review it as quickly as possible.

6. Refund Review and Timing

After the returned item is received and inspected, approved refunds will be issued to the original payment method within 5–10 business days. Your bank, card issuer, or payment provider may require additional time for the funds to appear in your account.

Order Cancellations and Changes

You may request an order cancellation within 24 hours of placing the order. After 24 hours, orders cannot be canceled. A cancellation request is effective only after customer service confirms that the cancellation was successful. Approved cancellation refunds are issued to the original payment method, and the actual posting time depends on the payment provider.

If you need to change your order information or delivery address, contact support@furlyjoy.com as soon as possible within 24 hours of placing the order. After 24 hours, product, order-content, and delivery-address changes are not accepted.

Contact Information

For return and after-sales requests, please email support@furlyjoy.com.

General contact address:

Harumi Co., Ltd.
Room 201, 7-26-12 Takanedai
Funabashi, Chiba, Japan

This is a general contact address and is not a return address. Please obtain the correct return address from customer service before sending any item.