At Furretti, we are committed to getting your order to you as quickly and safely as possible. We ship all orders from our distribution centre located in Smithfield, New South Wales.

1. Free Australia-Wide Shipping

We are pleased to offer Free Standard Shipping on all orders Australia-wide. There are no hidden shipping calculations at checkout—the price you see is the price you pay.

• Remote Areas: While we endeavour to offer free shipping to everyone, in rare cases regarding delivery to remote or isolated regional areas (e.g., certain parts of WA, NT, or TAS), shipping costs may be excessive. In such cases, we reserve the right to contact you prior to dispatch to discuss a shipping surcharge or to cancel the order and provide a full refund if the surcharge is not accepted.
• International Shipping: We currently ship to addresses within Australia only. We do not offer international shipping at this time.

2. Dispatch & Processing Time

We strive to process and dispatch all orders within 1-2 business days of the order being placed. Orders placed on weekends or public holidays will be processed on the next business day. During peak periods (such as Black Friday, Christmas, or sales events), dispatch times may be slightly longer due to high order volumes.

3. Delivery Partners & Methods

We primarily use Aramex for our deliveries.

• Rural & Remote Areas: If you are located in a rural or remote area outside of the standard Aramex network, your parcel may be handed over to a third-party courier (such as Australia Post) for the final leg of the journey. Tracking will still be provided.
• No PO Boxes: Please note that because we use a courier service, we cannot deliver to PO Boxes or Parcel Lockers. You must provide a physical street address at checkout. If a PO Box is provided, your order will be delayed while we contact you for an alternative address.

4. Delivery Times

While delivery times vary depending on your location, general estimates are 2-8 business days for Metro areas, with additional time required for Regional & Rural areas. Once your order is dispatched, you will receive a tracking number to monitor your parcel's journey.

5. Authority to Leave (ATL) & Delivery Instructions

At checkout, you have the option to select "Authority to Leave" if you would like the courier to leave your parcel in a safe place (e.g., at the front door or behind a gate) if you are not home.

• Liability: If you select Authority to Leave, Furretti is not responsible for any parcels that are lost, stolen, or damaged after they have been delivered to your premises.
• Delivery Notes: You may leave a specific note at checkout (e.g., "Leave behind pot plant") which we will print on the shipping label. While we ensure these instructions are passed on, we cannot guarantee the driver will always follow them, as this is at their discretion.

6. Missed Deliveries & Re-scheduling

If you have not selected Authority to Leave and you are not home when the courier attempts delivery, the driver may leave a card or update the tracking status. You will be responsible for contacting the courier to reschedule the delivery. Please be aware that Aramex may charge a re-delivery fee if multiple attempts are required or if the delivery needs to be rescheduled. We recommend monitoring your tracking closely to avoid these fees.

7. Incorrect Address & Redirects

It is the customer's responsibility to ensure the shipping address provided at checkout is complete and correct.

• Before Dispatch: If you notice an error, email us immediately.
• After Dispatch: Once an order has left our warehouse, we cannot change the delivery address. You will need to contact the courier directly to request a redirection, which may incur a fee payable by you.
• Returned Parcels: If a parcel is returned to us due to an incorrect address, providing a PO Box, or failure to accept delivery, a re-delivery fee will apply to reship the item to you.

8. Delivery Issues

If your package is missing or tracking has stalled, please contact us at support@furretti.com.au. We will open an enquiry with Aramex on your behalf to locate your parcel. Please note that courier investigations can take several business days to resolve.

We want you to be happy with your purchase. If you change your mind, you may return eligible items within 30 days of delivery, subject to the conditions below.

Category A: Vacuum Sealed Products (e.g., Beds)
Due to hygiene reasons and the nature of these products, we strictly cannot accept returns if the vacuum seal has been opened. Once the seal is broken, the product expands and cannot be repackaged or resold.

• To be eligible for a return, the item must remain unopened inside its original vacuum-sealed packaging.
• If you are unsure about the size or style, please do not break the seal until you are certain, or contact our support team for advice before opening.

Category B: Standard Packaged Products (e.g., Bags, Accessories)
For items that are not vacuum sealed, you may return them even if the outer packaging has been opened, provided they are completely unused.

• The item must be in brand-new condition with all original tags attached.
• It must be free from pet hair, odours, stains, or signs of wear.

How to Initiate a Return:

1. Contact support@furretti.com.au within 30 days of receiving your order to request a return authorization.
2. Shipping Costs: Return shipping is at the customer’s expense. We recommend using a trackable service as we are not responsible for lost returns.
3. Refunds: Once we receive and inspect the item to confirm it meets the above conditions, we will process a refund to your original payment method. Please allow up to 10 business days for the funds to appear in your account.

Note: Items purchased on "Final Sale" are not eligible for change of mind returns.

Warranty Policy

Dynamic Global enterprises Pty Ltd (trading as Furretti) provides a 12-Month Manufacturer Warranty to the original purchaser.

What is Covered:
We warrant that our products will be free from defects in materials and workmanship for a period of 12 months from the date of purchase. This warranty covers:

• Manufacturing faults such as defective stitching, broken zippers, or faulty hardware present at the time of delivery or developing during normal use.
• Structural defects arising from the manufacturing process.

What is NOT Covered:
This warranty is strictly for manufacturing defects and does not cover damage caused by external factors. Specifically, our warranty does not cover:

• Normal wear and tear resulting from regular washing and intended use.
• Damages caused by rough handling or aggressive use by pets, including bites, rips, burns, tears, excessive scratching, stains, and liquid or moisture damage.
• Damage arising from commercial use, such as in hotels, kennels, or retail environments.
• Improper Care, including damage resulting from failure to adhere to care instructions (e.g. washing incorrectly).
• Damage incurred by using the cover on a bed that is not a Furretti Bed. Covers designed for our beds may become stretched or ill-fitting if placed over incompatible products.

How to Make a Warranty Claim:
If you believe your item has a manufacturing defect (regardless of whether it has been opened or used):

1. Email support@furretti.com.au.
2. Include your Order Number and clear photos or video showing the defect.
3. If a manufacturing fault is confirmed, we will arrange a repair, replacement, or refund at no cost to you, in accordance with Australian Consumer Law.

Product Care and Washing Guide

At Furretti, we use premium materials like plush velvets, high-density faux furs, and durable woven fabrics. To keep your products looking luxurious and feeling cloud-soft for years to come, please follow these detailed care instructions.

The Golden Rule: Always check the specific care label sewn into your product before washing. If in doubt, stick to a cold, gentle cycle and air dry in the shade.

1. Luxury Dog Beds (Livorno, Fiore, Bosco)

Most of our beds feature removable covers to make washing easy. We recommend washing the covers every 1-2 weeks to maintain hygiene and fabric texture.

Washing the Outer Covers:

• Prepare: Unzip the cover and remove all internal cushion inserts/bolsters. Close the zippers completely before washing; this prevents the zipper teeth from snagging on the fabric or other items in the drum.
• Wash: Place the cover in the washing machine on a cold, gentle cycle (max 30°C).
• Detergent: Use a mild, non-bleach liquid detergent. Avoid fabric softeners on faux fur (like the Fiore) as they can clog the fibers and reduce fluffiness over time.
• Dry: Line dry in the shade. Do not tumble dry unless absolutely necessary (if you must, use a "No Heat" or "Air Fluff" setting only). Heat can shrink velvet and matte faux fur.

Caring for the Inner Inserts (The Foam/Stuffing):

• Do Not Machine Wash: The internal orthopedic foam and poly-fill bolsters should generally not be machine washed, as they can lose their shape or hold water, leading to mold.
• Spot Clean Only: If an accident happens, spot clean the insert with a damp cloth and mild soap. Squeeze out excess water and let it dry completely in a well-ventilated area before putting the cover back on.

Pro Tip for Faux Fur (Fiore/Bosco): After washing and drying, give the cover a vigorous shake to fluff up the fibers. You can also gently brush it with a pet slicker brush to restore that "brand new" cloud-like look.

2. Travel Carriers & Bags

Because our carriers are constructed differently, the care depends on whether you have a soft sling or a structured tote.

Soft Slings (Carina Collection):

• Wash: These can be machine washed. Turn the sling inside out if possible to protect the faux fur trim. Use a delicate/hand-wash cycle with cold water.
• Dry: Air dry flat. Do not wring out.

Structured Carriers (Allegro & Nido Collections):

• Exterior (Tweed/Canvas): These bags have internal structures to keep your pet safe. Do not machine wash the entire bag, as it may ruin the shape. Instead, spot clean the exterior with a damp cloth and mild soapy water.
• Interior Cushion: The removable plush pad inside the bag is machine washable. Remove the cover of the pad (if applicable) or wash the pad on a gentle cycle.
• Faux Fur Trim: If your bag has removable faux fur accents, unclip/unzip them and hand wash or use a delicate machine cycle.

3. Car Seat Covers (Avventura Collection)

Our car covers are treated with water-resistant coatings to protect your vehicle. To preserve this coating, avoid harsh scrubbing or frequent machine washing if spot cleaning will suffice.

• Daily Care: For hair and crumbs, simply vacuum the cover or shake it out. For light mud or paw prints, wipe down with a damp cloth.
• Deep Clean: When a full wash is needed, machine wash on a cold, gentle cycle.
• Detergent: Use a mild detergent. Do not use bleach, as this will strip the waterproof coating and fade the fabric.
• Dry: Hang to dry. Do not put in the dryer, as high heat can damage the non-slip backing and waterproof layers.

4. Frequently Asked Questions

Can I use stain remover?
Yes, but test it first. Apply a small amount of enzyme-based stain remover to an inconspicuous area (like the bottom of the bed) to ensure it doesn't discolor the fabric before treating the stain.

My dog has sensitive skin. What detergent should I use?
We recommend using a hypoallergenic, fragrance-free laundry detergent. This is safer for pets who rest their faces directly against the fabric.

How do I remove pet hair before washing?
We strongly recommend vacuuming your bed or car cover before putting it in the washing machine. This protects your machine's filter and ensures a deeper clean for the fabric. A rubber glove or lint roller works wonders for removing stubborn hair stuck in velvet or tweed.

Packaging & Unboxing Guide

To ensure your items arrive safely and efficiently, we use different packaging methods depending on the product type. Here is what to expect when your Furretti order arrives at your door.

1. Vacuum Sealed Products (Beds & Inserts)

Most of our beds (including the Livorno, Fiore, and Bosco collections) are shipped in vacuum-sealed packaging. This compresses the bed to a fraction of its size to reduce shipping costs and carbon footprint.

Why does my bed look flat/small?
Don't panic! It is completely normal for the bed to look flat or misshapen immediately after taking it out of the box. The foam and filling have been compressed for transit and need time to "breathe" and return to their original luxurious shape.

How to Unbox & Fluff:

• Open Carefully: Carefully cut the plastic wrapping, taking care not to snip the fabric of the bed itself.
• Shake it Out: Once the air rushes back in, give the bed or cushion a vigorous shake to separate the fibers and filling.
• The 24-48 Hour Rule: Allow the bed to rest for 24 to 48 hours. This allows the orthopedic foam to fully expand and the side bolsters to regain their structure.
• Massage the Bolsters: If the sides look lumpy, gently massage the filling with your hands to redistribute it evenly.

Important Note on Returns: Please verify you have received the correct size/color before breaking the vacuum seal. As mentioned in our Returns Policy, we cannot accept returns on vacuum-sealed items once they have been opened and expanded, due to hygiene reasons and the inability to repackage them.

2. Standard Sealed Products (Carriers, Bags & Covers)

Our travel carriers (Allegro, Nido, Carina) and car seat covers (Avventura) are typically not vacuum sealed. Instead, they are packed in protective clear plastic dust bags to keep them clean and dry during transit.

What to expect:
These items are ready to use almost immediately. However, because they may have been folded for shipping, you might notice some minor creases or the shape might be slightly flattened.

How to Reshape Your Carrier:

• Unfold & Pop Up: Remove the bag from the plastic and pop up the sides.
• Stuff it: If the bag has lost some shape during shipping, stuff it firmly with pillows or towels and zip it closed. Leave it overnight to help the structure "remember" its shape.
• Steam (Optional): For stubborn creases on tweed or canvas bags, you can use a handheld steamer (on a low setting) to gently smooth out the fabric. Never iron faux fur or velvet directly.

Payments & Billing

What payment methods do you accept?
We want to make your checkout experience as smooth as possible. We accept all major credit and debit cards, including Visa, MasterCard, and American Express.

For a faster checkout, you can also pay using digital wallets such as Apple Pay, Google Pay, and Shop Pay.

Do you offer Buy Now, Pay Later?
Yes. We understand that quality is an investment. We offer flexible payment options (such as Afterpay or Zip Pay) at checkout, allowing you to receive your order now and pay it off in interest-free instalments.

Is my payment information secure?
100%. Your security is our highest priority. Our website is powered by Shopify, which is certified Level 1 PCI DSS compliant. This means your payment data is processed using the highest industry standard for data protection and encryption. We never see or store your credit card details.

What currency are your prices in?
As a proudly Australian business, all prices listed on our website are in Australian Dollars (AUD) and include GST (Goods and Services Tax).

Will I receive a tax invoice?
Yes. Once your order is confirmed, you will automatically receive an order confirmation email which serves as your tax invoice. If you require a specific format for business purposes, please contact our support team.

Can I change my payment method after placing an order?
Unfortunately, once an order has been successfully placed and processed, we cannot change the payment method. If you have issues with a payment, please contact your bank or payment provider directly.

About Furretti Products

Where are Furretti products designed?
All Furretti products are lovingly designed here in Australia. We draw inspiration from Italian fashion and interior design trends to create products that are stylish enough for a human home but practical enough for a dog's life. We are 100% Australian owned and operated.

Are your materials safe for pets?
Absolutely. Safety is our top priority. We use non-toxic, pet-safe materials across our entire range. Our faux furs are high-density and resistant to shedding, and our fabrics are free from harmful chemicals. However, if you have a puppy or a dog that is prone to chewing, we always recommend supervising them with any new bedding or accessory.

Is the "fur" on your products real?
No. We are strictly cruelty-free. All the "fur" you see on our Fiore beds, Carina slings, and bag trims is 100% premium vegan faux fur. We chose a specific high-grade synthetic fiber that mimics the softness and warmth of real fur without harming any animals.

Are your beds "orthopedic"?
Yes. Our structured beds, such as the Livorno and the Bosco, feature high-density memory foam or supportive orthopedic filling. These are specifically designed to relieve pressure points, support aching joints, and provide a comfortable, restorative sleep for dogs of all ages, but especially for seniors or those with arthritis.

Are your products chew-proof?
While we use high-quality, durable commercial-grade fabrics (like heavy-duty velvet and tight-weave tweed), no fabric product is completely indestructible. Our beds and carriers are designed to withstand nesting, digging, and scratching, but they are not designed to withstand aggressive chewing or tearing. If your dog is a heavy chewer, we recommend training or providing chew toys to distract them from their bedding.

Will the Car Seat Covers fit my car?
Our Avventura car seat covers are designed with a "Universal Fit" to suit the majority of standard passenger vehicles, including SUVs, sedans, and trucks. They feature adjustable straps and seat anchors to tailor the fit to your specific seat. We recommend measuring the width of your back seat and comparing it to the dimensions listed on the product page to be 100% sure.

Do your carriers meet airline requirements?
Our carriers are designed to meet the general "in-cabin" requirements for many major airlines (leak-proof, breathable, secure). However, every airline has slightly different dimensional limits and weight restrictions. We strongly recommend checking with your specific airline before flying, as rules can change.

Why do some products look different in photos?
We try our very best to represent our colors accurately. However, materials like velvet and faux fur are reflective and can look different depending on the lighting in your room (e.g., warm tungsten bulbs vs. natural daylight). Additionally, screen settings on phones and computers can slightly alter how a color appears.

About Our Company

Are you an Australian company?
Yes, Furretti is proudly 100% Australian owned and operated. Our headquarters and distribution centre are located in Sydney, NSW. When you shop with us, you are supporting a local Australian business.

Do you have a physical store I can visit?
Currently, Furretti is an online-only boutique. Operating online allows us to keep our overheads low and invest more into the premium materials and craftsmanship of our products. While you can't visit us in person, we provide detailed descriptions, high-quality photos, and comprehensive size guides to help you make the perfect choice from the comfort of your home.

How do I contact customer support?
We are here to help! You can reach our friendly support team via email at support@furretti.com.au. We aim to respond to all inquiries within 24 business hours (Monday to Friday, AEST).

Do you ship internationally?
At this stage, we primarily ship within Australia. However, if you are an international customer interested in our products, please email us, and we can look into a custom shipping quote for you.

Do you offer wholesale or trade accounts?
We are always open to partnering with like-minded luxury pet boutiques and stockists. If you are interested in stocking Furretti products in your store, please contact us via email with your business details and we will get back to you.

Where can I see more photos of your products?
We love seeing our products in the wild! For more inspiration and to see real photos from our community of happy customers, be sure to follow us on Instagram and Facebook. Don't forget to tag us to be featured!