Shipping Policy

 

At GoFurly, we are dedicated to providing pet owners worldwide with premium gear and a seamless delivery experience. We strive to ensure that every order reaches your doorstep safely, efficiently, and without hidden costs. Below you will find the detailed terms of our international shipping and fulfillment process.

1. Order Cut-off & Processing Time

  • Order Cut-off Time: 5:00 PM Hong Kong Time (HKT) / 4:00 AM Eastern Time (EST) / 1:00 AM Pacific Time (PST)
  • Processing Time: All orders undergo quality control and preparation within 2–3 business days (Monday to Friday) before dispatch.
  • Peak Periods: During major sales events (Black Friday, Cyber Monday, holiday season), processing may extend to 3–5 business days. We will notify you of any delays via email.

2. Delivery Regions & Estimated Timelines

We provide tracked international shipping to the following destinations:

  • United States (Contiguous 48 States): 5–7 business days
  • Canada: 8–12 business days
  • United Kingdom: 8–12 business days
  • Norway: 8–12 business days
  • European Union (Germany, France, Netherlands, Sweden, Denmark, Finland): 8–12 business days

Note: Delivery timelines begin after the processing period and are calculated in business days (Monday–Friday, excluding public holidays).

3. Strategic Fulfillment & Quality Control

All GoFurly products are dispatched from our Global Fulfillment Hub in Hong Kong. This centralized facility ensures that every item undergoes a final inspection before international shipment via premium air-freight carriers, allowing us to maintain the highest standards of product integrity.

4. Transparent Pricing & Taxes (DDP)

  • Free Standard Shipping: We are proud to offer Free Shipping on all orders—no minimum purchase required.
  • No Hidden Fees (DDP): For customers in Canada, Norway, the UK, and the EU (Germany, France, Netherlands, Sweden, Denmark, Finland), all prices are all-inclusive. We ship via Delivered Duty Paid (DDP), meaning VAT, GST, and import duties are pre-paid by us. The price at checkout is the final price you pay.
  • USA Customers: No additional duties or taxes apply for shipments to the contiguous United States.

5. Order Tracking & Updates

  • Shipping Confirmation: You will receive a shipping confirmation email with a tracking number within 24 hours of dispatch.
  • Tracking Updates: Tracking information is updated every 24–48 hours. Please allow 2–3 days after dispatch for the first scan to appear in the carrier system.
  • Customs Clearance: For international orders, packages may spend 1–3 days in customs. This is normal and included in the estimated delivery timeline.
  • Track Your Order: Use your tracking number on the carrier's website or contact support@gofurly.com for assistance.

6. Delivery Requirements & Signature

  • Physical Address Required: Due to international carrier restrictions, we require a physical street address. We cannot ship to PO Boxes, APO, or FPO addresses.
  • Signature on Delivery: Most shipments do not require a signature. If no one is available, the carrier will leave the package in a safe location or provide instructions for pickup.
  • Safe Place Delivery: You may add delivery instructions at checkout (e.g., "Leave at front door" or "Ring doorbell").
  • Non-Contiguous Regions: Delivery to Alaska, Hawaii, Puerto Rico, and other non-contiguous territories is not available at this time.

7. Shipping Issues & Resolution

Lost or Stolen Packages

  • If tracking shows "delivered" but you did not receive your package, please check with neighbors and your building management first.
  • Contact us within 7 days of the delivery date at support@gofurly.com. We will open a carrier investigation and issue a replacement or full refund.

Damaged in Transit

  • If your package arrives damaged, please take photos of the outer box and product, then contact us within 48 hours of delivery.
  • We will arrange a free replacement or full refund—no need to return the damaged item.

Delivery Delays

  • If your order has not arrived within the estimated timeline, contact us and we will investigate immediately.
  • For delays beyond 5 business days from the estimated delivery date, we offer a 10% discount on your next order as a goodwill gesture.

Address Changes

  • Before Dispatch: Contact us immediately to update your address at no charge.
  • After Dispatch: Address changes may not be possible. If the carrier allows rerouting, additional fees may apply (we will notify you first).
  • Incorrect Address: If a package is returned due to an incorrect address provided by the customer, we will reship at no charge, but the customer is responsible for any additional customs or carrier fees.

8. Customs & Import Compliance

  • DDP Markets: For Canada, Norway, UK, and EU, all customs duties and taxes are pre-paid. You will not be charged anything upon delivery.
  • Other Markets: For destinations outside our DDP coverage, customers are responsible for any applicable import duties or taxes. These fees are determined by your local customs authority and are not included in your order total.
  • Customs Delays: Occasionally, customs may hold packages for inspection. This is beyond our control, but we will assist with any required documentation.

9. Shipping Inquiries & Support

📧 support@gofurly.com

Response Time: We aim to respond to all inquiries within 24 hours (Monday–Friday).

Last Updated: January 16, 2026 | GoFurly Expedition Gear

Shipping Questions

Orders typically arrive within 5–7 business days for customers in the United States and Canada.
For orders shipped to the United Kingdom, Germany, France, Italy, Spain, the Netherlands, Belgium, Switzerland, and Austria, delivery usually takes 7–10 business days.

Shipping times may vary slightly depending on the product, order volume, and destination.

Please contact our customer service at the email address support@gofurly.com as soon as possible. If the package has not been sent out yet, our customer service team will manually modify the address for you. If the address cannot be modified and the package needs to be returned according to the logistics provider's policies, our customer service team will resend the product for you.

If your package is lost, please confirm with the logistics provider and then contact us directly.

Once confirmed, we will file a claim with the logistics provider and arrange a replacement or refund for you.

If your package is damaged during transportation, please contact us directly and provide photos of the damage, along with a copy of the logistics bill.

We will then file a claim with the logistics provider and arrange a replacement or refund for you.

Yes. If the products you ordered are stored in different warehouses, they will be shipped separately in multiple packages.

Yes, you can scan the QR code on the product packaging to watch the operation video, or click our official youtube to watch more videos

Order Tracking

You can go to the Track Order Page and enter your Order Number or Tracking Number to check.

After your order has been shipped, you will receive an Order Tracking Number via email or text message.

You can use this number to track the status of your shipment.

If you have not received within 15 business days, please feel free to contact us at support@gofurly.com, and we will respond as soon as possible.

If you are unable to check the specific logistics information within 2 business days after receiving your tracking number, it may be due to a system delay.

If you are still unable to check the specific logistics information after 3 business days, please contact us at support@gofurly.com.

If your item has been in transit for an extended period, you can try contacting the logistics provider directly to check the status of the item.

Alternatively, feel free to reach out to our customer service team for feedback and assistance.