Refund policy

Last updated: November 5, 2026

Every Fur & Fuel Co. sweater, bandana and pet hoodie is printed just for you after you order it. That keeps waste down and means no warehouse of unsold sweaters, but it also means our return policy works a little differently from a regular store. Here's the deal.

Made-to-order items aren't returnable for size or change of mind

Because each item is made to order, we can't accept returns or exchanges if you ordered the wrong size or color, or simply changed your mind. Please check our Size Guide before ordering. Our sweaters are unisex sizing, and pet sizes should be chosen by measuring your dog, not by breed alone.

Misprinted, damaged or defective? We'll make it right

If your item arrives misprinted, damaged or defective, or you received the wrong item, we'll send a free replacement or a full refund for that item.

To qualify:

Email us at furfuel.co@gmail.com within 30 days of delivery.
Include your order number and a clear photo of the problem (and the shipping label/packaging if the item was damaged in transit). If several items with the same design are affected, please include one photo showing all of them together.
You do not need to send the item back.

We'll review your claim and reply within 1–2 business days.

What isn't considered a defect: small differences in print placement (up to about 0.5 inch), slight color differences between your screen and the printed product, garment measurements within the manufacturer's normal tolerance (about 1–1.5 inches), and a faint odor or light residue on new direct-to-garment prints that goes away after the first wash.

Lost packages

If tracking shows no movement or your order hasn't arrived within 30 days of shipping (US orders), first double-check your shipping address and check with your local post office, since packages are sometimes held for pickup. Then email us within 7 days after that 30-day window, and we'll investigate with our fulfillment partner and the carrier. If the package is confirmed lost in transit, we'll send a free replacement or a refund.

If tracking shows the package was delivered but you can't find it, please check with neighbors and your local carrier first and contact us. Then file a claim with the carrier. Email us your order number and we'll gladly help with the claim and provide the tracking details. We can't replace packages marked delivered to the correct address unless the carrier confirms the package was lost.

Wrong or incomplete addresses

Please double-check your shipping address at checkout. We're not responsible for orders shipped to an incorrect or incomplete address that you provided. If a package is returned to our fulfillment partner because of an address problem, we'll contact you and can reship it once you confirm the correct address. You'll be responsible for the new shipping cost (and a reprint cost if the original item can't be reshipped). If the address error was ours, we'll cover the reship.

If you notice a mistake in your address, email us right away. We can usually fix it if the order hasn't entered production yet.

Cancellations and changes

Orders go into production quickly. You can cancel or change an order (size, color, address) only before it enters production, within 12 hours of placing it. Email us at furfuel.co@gmail.com with your order number as soon as possible. Once production has started, we can't cancel or change the order.

Refunds

Approved refunds go back to your original payment method. Depending on your bank or card issuer, it may take 5–10 business days for the refund to appear. Original shipping costs are refunded only when the item was defective, damaged, misprinted or lost in transit.

Holiday gifts

Gift sizing is tricky! Since we can't exchange for size, we recommend checking measurements of a sweater the recipient already owns against our Size Guide.