Frequently Asked Questions
Check most frequently asked questions here, if you still need help then please contact us at info@friendsforeverpets.com.
ACCOUNT INFORMATION
Do I have to create an account?
No. You don’t have to. You can check out as a guest.
However, if you have an account with us, our system will remember your detailed information and it allows us to serve you faster and more efficient.
I would like to see a listing of all my previous purchases. Is that possible?
Yes, please visit the Your Account page to see your order history.
I’m concerned about other people or companies gaining access to my personal account information. Is my information secure?
Because we value the security of our customers, we do not share the email or postal addresses of our email subscribers or our customers with outside parties. Our complete Privacy Statement may be viewed via the link on the bottom of every page on our website or by clicking Privacy Policy.
I have an additional question regarding a product or service on your site? Is there anyone I can call to address these questions?
Our friendly and knowledgeable customer service team is ready to assist you with any questions you may have regarding Croscill products and services. Please call us at 1-888-253-2880. Monday - Friday from 10:00 am - 6:30 pm Eastern Time (7:00am - 3:30 pm Pacific Time). You can also send an email to info@friendsforeverpets.com.
ONLINE ORDERING
What forms of payment do you accept?
We accept Visa, MasterCard, American Express, Discover, Apple Pay, Google Pay, Meta Pay, and Shop Pay. Sorry, no checks or money orders.
I placed an order online. Can I cancel it now?
In order to provide superior service, your order is processed immediately upon receipt. To see if you can still cancel your order, please contact Customer Service at 1-888-253-2880 or info@friendsforeverpets.com.
I’m not comfortable using my credit card online. How do I know my card information is safe?
Our site is secured by Shopify. All transaction data is encrypted during transmission and there is no credit card information available on the site itself.
Do I have to pay taxes on my purchases?
Taxes are charged directly in California and Gorgia. Customers in other states are responsible for any tax reporting that their specific state requires.
Mistakes do happen
We make every attempt to avoid errors in pricing, product information and product availability. If an error does occur, we reserve the right to correct it and we apologize for any inconvenience it may cause.
How do I add my Coupon?
It is easy to redeem a coupon code in your SHOPPING CART. Simply type the coupon code into the box, ENTER COUPON CODE, in your SHOPPING CART at CHECKOUT. The prices of eligible items will be reduced by the coupon code.
SHIPPING & DELIVERY
Do you ship internationally?
Currently, we only ship in the United States, including Alaska and Hawaii. We are unable to ship to Puerto Rico currently.
However, we are working hard to expand our area of coverage as quickly as possible so more people can enjoy our items.
Do you ship to PO Boxes?
Currently we require a physical address to make a delivery.
I placed an order today. When will my new items arrive?
All orders ship within 3 business days of placing the order. Orders that ship via UPS Ground normally arrive within 5-7 business days from the shipment date.
I’m not going to be home on delivery day. Do I have to sign for my package?
Orders are usually delivered without a signature. Delivery without a signature is at the discretion of you and the carrier and can also be based on the individual driver's familiarity with the route.
How much will shipping cost?
Flat rate/ground shipping cost of $5.95 applies to orders under $75 and free for orders over $75, UNLESS otherwise noted.
Where do I add specific shipping instructions for my delivery?
At this time, we are unable to add specific notes for our carrier regarding your shipment. What we recommend is tracking your package and leaving a note for the carrier the day of delivery with your specific delivery instructions.
RETURNS
What is your return policy?
Customers are responsible for the return shipping fees.
If you are not satisfied with your purchase for any reason, you may ship the new and unused product(s) back to us within 30 days of our original ship date for a full refund of your purchase price, less shipping fees.
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. You can contact us at info@friendsforeverpets.com to start a return. If your return is accepted, we will email you return instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
How long will it take for my refund to be credited?
Most refunds are credited back to your account within 10-15 days of our warehouse receiving the returned item(s).
I know the product has to be returned in the original packaging, but can I take it out first?
Of course! We want you to get the full effect of how the product looks in your home. Simply repack as best you can with inserts.
This product doesn’t work in my home, but I’m sure something else on the Friends Forever Pets site will be the perfect match. Can I exchange the products?
To facilitate a product exchange, simply return your product and the original packing and we will credit your method of payment. You may then shop for you replacement item on our website as a new purchase.
What is the best method to return an item?
All shipments are accompanied by a packing slip or invoice with instructions for returned goods. Please use the same box in which the original shipment arrived for best results. You may choose any carrier you prefer. To ensure the safe return of merchandise, please use a trackable shipping service, such as UPS or FedEx. For fastest service, please include all customer information and/ or the original invoice and make a copy of the invoice for your records.
I received my product and it is defective and/or my order is not complete, what do I do?
We apologize for any problems you may have with your product and it is our first priority to get this fixed! Please contact us directly at 1-888-253-2880 or via email at info@friendsforeverpets.com and our Customer Service team will gladly assist you. Please note, you must contact us within 14 days of receipt of your order to notify us of a defect and/or missing item. Pictures may be required.