What are the payment methods available? Can I still pay without a PayPal account?

You can make payment as long as you have a debit/credit card. If you do not have a PayPal account, you can still complete your payment by just entering your card information and then decide whether to create a Paypal account for future purchases.

How do I use discount/promo code?

At the checkout page, you will be able to key in the discount code after entering your shipping address.

Do you provide gift wrapping service?

We're afraid we do not offer gift wrapping services, as all orders are handled by external delivery courier and we cannot guarantee that quality of wrapping is maintained.
There are gift wraps you can purchase separately, but your items will not be delivered wrapped.

Can I change my order after it has been placed?

Unfortunately, we are unable to make any changes or modifications to an order once it has been placed and confirmed as we start working on your order as soon as it is placed.

Is there a way to track my order? How long does delivery take?

Local (Singapore) orders - Once the payment transaction is successful, you will receive a Paypal confirmation email. When it is picked up by the delivery courier, you will be informed. Estimated delivery time is within 4 – 7 working days from your date of order. If you urgently need to know the exact status of delivery, please email us at hellofurballco@gmail.com; our team will check with the delivery courier before getting back to you. Please note that we deliver on weekdays between 10am - 6pm and we do not ship on weekends, and on public holidays.
Overseas orders - We will email the registered article number once item is mailed out. Please use this tracking number to check delivery status on the postal service website.

Do you ship internationally?

Yes, to selected countries only. Enter your shipping address during checkout to view the shipping cost.

Do I have to pay custom duties, taxes and fees?

Ordered products maybe subject to customs duties, taxes and fees levied by the destination country, which are not included in the price of the products. The purchaser of the shipment will be the importer of record in the destination country and is responsible for all the relevant customs duties, taxes and fees. Furball Collective has no control over these charges and does not assume responsibilities for the ordered products meeting local customs law and/or duties and taxes. 

Payment of these charges and taxes is the responsibility of the recipient and will not be covered by us. We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that are relevant to you.

International Customs & Regulations

You are responsible for checking your local postal regulations for restricted items, as we cannot be held liable for any items that are not accepted into the specific country. 

What is your cancellation or refund policy?

Please double-check your order before checkout. All sales are final once you click the 'Order' button; purchases will be charged to your credit card. We regret that you cannot cancel a purchase or receive a refund once you have submitted your order.

What if an item is missing or damaged from my order?

If you believe that you have received the wrong item(s) or your order is incomplete, kindly email us at hellofurballco@gmail.com within 3 days from the date of receiving your purchases. Please quote your order number for our reference. If an item is faulty or damaged, please accept our sincere apologies. Please email us immediately at hellofurballco@gmail.com and we will make arrangements as soon as we can. Note that items must be unopened and unused and in their original packaging.

Do you accept wholesale orders?

Yes we do! Let us know about your brand, business and the quantity you are looking at. We will get back to you if we think it is suitable.

I would like to sell my products on your website. Is it possible?

Furball Collective ensures that we carry products that align to our brands goals and we are always on the lookout for new items. Drop us an email with the example of your products to hellofurballco@gmail.com and we will be in touch. 

Still have a question?

Don't worry! Drop us a line at hellofurballco@gmail.com send the form at our contact page.