Shipping & Returns

Shipping & Return Policy

Effective Date: December 10, 2025

Fern & Friend ships all orders within the United States and offers a 60-day refund window. This page explains how shipping, delivery, returns, and refunds work.

Shipping

We currently ship to the United States only. We do not offer international shipping at this time.

Processing Times

Orders are processed in 1–2 business days. Processing time does not include weekends or holidays. If we expect a significant delay, we’ll contact you by email.

Carrier and Delivery

All orders ship through USPS Ground Advantage. Average delivery time is 2–5 business days depending on your location. Delivery timelines are estimates and may vary due to weather, holidays, or carrier delays.

Shipping Costs

Shipping rates are calculated at checkout. We do not offer expedited or overnight shipping.

Tracking

Once your order ships, you’ll receive a tracking number by email. Tracking updates may take up to 24 hours.

Address Accuracy

Please check your shipping address carefully at checkout. We are not responsible for orders delivered to incorrect or incomplete addresses. Once an order has shipped, we cannot update the address.

Lost or Stolen Packages

If tracking shows your package as delivered but you haven’t received it, check with neighbors or your local post office and wait 24 hours. If it still hasn’t arrived, contact us and we’ll help file a claim with USPS. Refunds or replacements are reviewed case by case.

Damaged Orders

If your order arrives damaged, email us with your order number and a photo of the damage. We’ll replace or refund the item as quickly as possible.

Subscription Shipments

Subscription orders follow the same processing and delivery timelines. If you need to update your shipping address, please do so before your next renewal.

Fulfillment Method

All orders are packed and shipped by Fern & Friend in the United States. We do not use third-party fulfillment centers.

Refunds

We want you and your dog to have a great experience. If something isn’t right, we’re here to help.

60-Day Refund Window

You have 60 days from the delivery date to request a refund. Contact us with your order number to start a return.

What Qualifies

You may request a refund if:

  • Your order arrived damaged
  • You’re not satisfied with the product
  • You ordered the wrong item
  • There was an issue with shipping or fulfillment

Products do not need to be unused or unopened to qualify.

What Doesn’t Qualify

We may decline a refund if:

  • The request is made after 60 days
  • The order cannot be verified
  • There is evidence of refund abuse or fraudulent activity

Return Shipping

Customers may be responsible for return shipping. If the error was ours, we will cover it.

Refund Processing

Refunds are issued to the original payment method. Processing usually takes 5–10 business days. Shipping costs are not refundable unless we made an error. Your bank may take additional time to post the credit.

Exchanges

We do not offer direct exchanges. If you need a different item, place a new order after your refund is processed.

Subscription Refunds

You may request a refund for any subscription order within 60 days of delivery. Cancellations must occur before the next billing date. Refunds cannot be issued for renewals that have already processed unless the order meets the criteria above.

Contact Us

For help with shipping, returns, or refunds, contact:

Email: hello@fernandfriend.com
Business Address: 500 Harbour Place Drive, Tampa Florida 33602