After-Sales Repair & Cleaning Policy

 

Thank you for choosing Meow Fursuits! We sincerely apologize for any inconvenience.

Policy Overview:

Due to shipping limitations, we currently offer after-sales service only for customers in Europe and the United States. We provide free repair services for any damaged packages. If your item arrives damaged and affects its functionality, you may request a repair within 48 hours of delivery. We will provide free repair service. (For example, if your order arrives on the 10th, please submit your repair request by the 12th.)

 

Repair Conditions:

If your item arrives damaged or has defects that affect normal use, we will assess the situation and provide after-sales support. However, as fursuits are handmade, minor craftsmanship imperfections may exist (as stated in the pre-purchase notice). To prevent malicious complaints, such imperfections are not covered under after-sales service, but we are still happy to provide alternative reasonable solutions.

 

Return Timeframe:

Once your return request is approved, please ship the item back within 24 hours. The item must be returned in its original condition, including all tags, packaging, and accessories.

 

Shipping Costs, Repair / Cleaning Fees & Processing Time:

  • If your item arrives damaged, we will provide free repair services, and we will cover the return shipping costs. The estimated shipping time for both sending and returning the item is around 15 days each way, but we cannot guarantee exact timelines.

  • If you require a faster repair service, please contact us via email, and we will provide you with a solution.

  • If damage occurs during use within 3 months or if you need cleaning services, we will still provide free repair services, but you will be responsible for both shipping costs.

 

Customs Fees:

Any potential customs fees for return shipments due to repair services are the customer’s responsibility. The repaired item will be shipped back to the original order address. If a package needs to be reshipped due to an incorrect address provided by the customer or failure to receive the package, the customer will bear all related shipping costs. Meow Fursuits is not responsible for lost packages or issues caused by incorrect address information provided in the order details.

 

Repair Process Guide:

Step 1: Submit a Request
Click "Start Repair" and select "Request Repair," then choose the reason indicating the defect or damage.

Step 2: Request Review
We will review your request within 24 hours. Please be patient.

Step 3: Submit Details
Provide the email address associated with your purchase or order number. Once approved, you will receive step-by-step instructions and a shipping label via email.

Step 4: Tracking Information
After shipping the item back, please upload the tracking number on the after-sales service page.

Step 5: Shipping Receipt
We recommend obtaining a USPS receipt when sending your item to verify shipment. Please keep this receipt until your return is processed.

Step 6: Repair & Return
Once we receive your package, we will repair it according to your request and send it back. The tracking number will be emailed to you upon shipment.