FAQ
The questions we're asked most. If yours isn't here, contact us — a real person will reply.
Ordering & Delivery
How much is shipping?
Nothing. Shipping is free on every order, worldwide, with no minimum spend.
How long will my order take?
Orders are processed within 1–2 business days. [ACTION REQUIRED — insert your confirmed delivery windows here to match the Shipping Policy.] Delivery estimates run from dispatch, not from when you order.
Where do you ship?
28 countries across North America, the UK and Europe, Asia-Pacific, and the Middle East. The full list is on our Shipping Policy page.
Will I get tracking?
Yes. You'll receive a tracking number by email once your order ships. Allow up to 48 hours for it to become active — no movement on day one is normal.
Why did my order arrive in separate parcels?
Orders with multiple items are sometimes dispatched separately and can arrive a few days apart. Nothing is missing — each parcel is tracked on its own.
Will I have to pay customs or import duty?
Possibly, depending on your country. Any import duties or taxes are set by your local customs authority and are the recipient's responsibility. We can't predict or refund them.
Returns & Refunds
What's your return window?
30 days from delivery. That's in addition to the 14-day statutory cancellation right UK and EU customers have by law.
Who pays return shipping?
If the item is faulty, damaged, or not what you ordered, we do — in full. For change-of-mind returns, return postage is yours.
My item arrived damaged. What now?
Photograph it and contact us within 7 days of delivery. We'll replace or refund it immediately, at no cost to you.
How long do refunds take?
5–10 business days from when your return reaches us, back to your original payment method. Your bank may take a few days more to post it.
Can I cancel my order?
Yes, if it hasn't shipped yet — contact us as soon as you can and we'll refund you in full.
Products & Use
Are your tools suitable for both cats and dogs?
Most are. Each product page states which animals and coat types it suits. If you're unsure which tool fits your pet, ask us and we'll tell you honestly — including if the answer is none of them.
Will a deshedding brush hurt my pet?
Not when used correctly. Our brushes use rounded bristles designed to lift loose undercoat without scratching skin. Brush in the direction of hair growth, use gentle strokes, and stop if your pet shows discomfort. Never use a deshedding tool on broken, irritated, or wounded skin.
How often should I groom my pet?
For most coats, two to three times a week is plenty — more during shedding season. Little and often beats one long session.
My pet hates being groomed. Any advice?
Start short. Two minutes, in a calm room, ending before your pet wants it to. Build up gradually and pair it with something they like. Most grooming resistance comes from a tool that once pulled, not from grooming itself.
Do you sell products for medical conditions?
No. Our products are grooming and care tools, not veterinary devices. If your pet has a skin condition, injury, or persistent problem, please see a vet.
Account & Payment
What payment methods do you accept?
All major methods available at checkout. Payment is processed securely and we never see or store your full card details.
What currency are prices in?
US dollars (USD).
Do I need an account to order?
No. You can check out as a guest.
Still Stuck?
Contact us through our Contact Us page. We answer every message.
Fenwick & Fur — Care, elevated.