Frequently Asked Questions
Find answers about choosing toys, orders, shipping and returns. Still need help? Email us at hello.furvia@gmail.com.
Choosing a Toy
Which toy is right for my dog?
Every dog plays differently. Explore Gentle Play for softer play, Sniff & Solve for enrichment, Tug & Chew for interactive play, and Fetch & Explore for active outdoor fun.
How do I choose the right size?
Check the dimensions listed on each product page and consider your dog’s size, play style and chewing habits. If you’re unsure, email us and we’ll be happy to help.
Are the toys sold by FurVia indestructible?
No dog toy is indestructible. Always supervise play, inspect toys regularly and remove the toy if it becomes damaged or small parts become loose.
Orders & Shipping
Where does FurVia ship?
We currently ship to eligible addresses in QLD, NSW, VIC, ACT, SA, WA and TAS. We do not currently deliver to the Northern Territory.
Do you offer free shipping?
Free standard shipping is available to eligible Australian locations when the discounted merchandise subtotal is $89 or more. Oversized items are excluded. Some remote or regional destinations may incur an additional carrier surcharge; if this applies, we will contact you before dispatch to discuss the available options.
When will my order be dispatched?
Orders are usually dispatched within 1–3 business days after payment.
How can I track my order?
You’ll receive an order confirmation by email, followed by tracking information when it becomes available.
Can I change or cancel my order?
Please email hello.furvia@gmail.com as soon as possible. We’ll do our best to help, but orders that have already been processed or dispatched may not be changed or cancelled.
What should I do if my parcel is delayed?
Check the tracking information provided with your order first. If there has been no update for several business days, email us with your order number and we’ll help you look into it.
Returns & Support
Can I return an item if I change my mind?
Change-of-mind returns are accepted within 14 days of delivery. The item must be unused and in resalable condition. Please email us before returning anything. Return postage is the customer’s responsibility, and the original shipping fee is not refundable.
What if my item arrives damaged, faulty or incorrect?
Email hello.furvia@gmail.com, ideally within 7 days of delivery, with your order number and clear photos. You may choose a free replacement or a full refund for the affected item.
How long do refunds take?
Approved refunds are returned to the original payment method. Your bank may take several additional business days to display the credit.
