FAQs
Ordering process
To place an order, simply follow these steps:
- Browse our products to find what you’re looking to buy.
- Once you’ve found an item you’d like to buy, select the quantity.
- Click on the “Add to Cart” button to add the item to your shopping cart.
- You can continue browsing and adding items to your cart until you’ve completed your shopping.
- When you’re ready to checkout, click on the shopping cart icon or navigate to the checkout page.
- Review the items in your cart to ensure everything is correct, and then click on the “Checkout” button.
- Enter your shipping address, billing information, and any other required details.
- Choose your preferred shipping method and payment option.
- Review your order summary to verify all details are accurate.
- Finally, click on the “Place Order” button to complete your purchase.
Once your order is successfully placed, you’ll receive an email confirmation with your order details and tracking information, if applicable.
Absolutely! We won’t start packing your order until payment has been received (this can take a few days). If you’d like to change your order, please email us as soon as possible with your request. If, however, your order is already out for delivery, then unfortunately we cannot assist.
Yes, it is. Once you’ve placed your order, we will keep in touch via email. Please make sure you check your spam folder if you haven’t received mail. Once your order is ready for delivery or collection, we’ll get in touch with you again.
You can pay using Yoco, SnapScan or EFT.
Shipping and delivery
You’ll find us in Plumstead, Cape Town.
Of course! If you would prefer to collect your order, simply indicate when you checkout. We will contact you when your order is ready for collection. Please note that collection is strictly by appointment only.
We generally use The Courier Guy, but we also use Pudo, Pargo and Postnet.
Orders are generally dispatched within 1-3 working days from payment receipt. Standard delivery times are 2-5 working days depending on location.
Unfortunately due to the high costs of shopping internationally, we can only ship within South Africa. Should this change, we will relook international shipping.
Shipping is calculated on checkout and depends on the weight of your order.
You can track your order with the waybill number that you’ll receive. We’ll also let you know which courier company has your delivery. Once your order leaves Fur Family, we have no control over how long it will take to reach you.
- Is a signature required upon delivery?
This will depend on the courier company who is delivering. They will keep you updated every step of the way and let you know if they need a signature or PIN.
- Can I change my shipping address after placing an order?
This depends on when you want to change your shipping address. If your order has already been collected by the courier company, then unfortunately it’s not possible. The best thing to do is contact us immediately if you need to change the shipping address.
This will depend on the courier company who is delivering. They will keep you updated every step of the way and let you know if they need a signature or PIN.
This depends on when you want to change your shipping address. If your order has already been collected by the courier company, then unfortunately it’s not possible. The best thing to do is contact us immediately if you need to change the shipping address.
Product information
All information about each product is on the product page. If you have any further questions, please get in touch with us.
Yes, and no! Most of the Fur Family products you see are individually handmade, which means there may be slight variations. If you’re buying a product made with leather, please note that we use leather offcuts that would otherwise go to waste – as a result, we cannot guarantee colours and use what we’re able to source. But, like the members of our Fur Family, this means each product is one of a kind – no two will ever look exactly the same.
Other products, such as The Scratcher and Happy Herb – what you see is what you’ll get.
Drop us an email! We can also try and assist if you have a specific request in terms of colour. Again, because all our products are handmade, we can accept bespoke requests – we sometimes do find brightly coloured leather offcuts. Just keep in mind that this may result in a longer lead time.
Because our products are made for your Fur Family, there is no guarantee how long they will last. Toys are made to be played with, and The Scratcher is meant to be used to sharpen claws. However, if you’ve received a defective product or notice wear and tear that has happened too quickly, please reach out to us.
All our products are handmade and the materials we use are all sourced locally. Any products we buy to resell are sourced locally as it’s important to us to support local businesses.
Returns and refunds
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, please contact us at info@furfamily.co.za with return in the subject line. We will send you the address for your return.
We cannot accept Happy Herb as a return because it’s a perishable product. In addition, we cannot accept any custom/bespoke orders as those have been made to your specifications and we are unlikely to be able to resell.
You can return your product for store credit, a different product, or a refund to the original payment method.
We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@furfamily.co.za.
You will be liable for the shipping costs if you are returning an item you’ve decided you no longer want. However, if the wrong item was delivered or is damaged, Fur Family will cover the costs.