Shipping Policy

At Fuzzywuzzycare, our commitment to freshness extends beyond the ingredients we use to make our food. It's embedded in every step of the process, from production to delivery.
To ensure that every fresh meal you receive has the peak quality and healing power it possesses upon its arrival, we have established the following Shipping and Returns Policy.

Order Processing & Fresh Production

• Made-to-Order for Ultimate Freshness:
  Your order isn't pulled from the shelf. Once we receive your order and payment confirmation, we begin sourcing and preparing your freshly prepared ingredients. This commitment to virtually no inventory is our first priority in ensuring absolute freshness.

• Hong Kong & Macau Orders:

  • Processing and Delivery Time: Generally, your order will be completed within 2-3 business days. It will be refrigerated daily and shipped immediately after refrigeration. It will be delivered directly to your designated address in a frozen state at -17°C via our professional cold chain.

  • Cut-off Time: To ensure a smooth production process, we have set a daily cut-off time. Orders confirmed after the cut-off time will be postponed to the next business day for processing.

• International Orders (Japan, South Korea, Malaysia, Taiwan):

  • Processing and Delivery Time: International orders will be shipped using the highest quality cold chain air freight. Please allow 4-7 business days from shipment to delivery, depending on the efficiency of customs clearance in the destination country.

  • Customs and Taxes: Please note that all potential customs duties, import taxes, or related customs clearance fees for international orders are the responsibility of the recipient.
    

2. Order Tracking

• Stay Informed, Every Step of the Way:
  When your order is shipped from our kitchen, a confirmation email will be automatically sent to your inbox with a tracking number. You can use this number to track the latest status of your order on the courier's website.
  

3. Shipping Errors or Damages

• Your satisfaction is our top priority. We use the highest standards of impact-resistant and insulated packaging to ensure your fresh food remains intact during transportation.

• In Case of Damaged Parcel:

  • If you find any obvious signs of damage, deformation, or thawing on the outer packaging of the package when you sign for it, please communicate with the delivery person immediately and contact the courier's customer service immediately to record it.

  • At the same time, please take clear photos of the damaged package as soon as possible and send them together with your order number to our customer service team (fuzzywuzzycare@gmail.com). We will do our best to assist you in subsequent communication with the courier.
    

4. Return & Exchange Policy

• Our Commitment to Food Safety:
  Due to the highest priority for pet food safety and the customizable and perishable nature of our products, we do not offer returns or exchanges on any fresh food products sold. This policy ensures that every product you receive is safe and hygienic, untouched by any other means.

• In Case of Incorrect Shipment:

  • In the unlikely event that we send you a product that is not what you ordered due to human error, please contact our customer service team by email within 24 hours of receiving the goods, and include your order number and a photo of the incorrect product.

  • After verifying the situation, we will bear all costs to re-arrange the delivery of the correct product for you and inform you how to deal with the wrong goods. This is our responsibility for our own mistakes.
    

We appreciate your understanding and support. This strict policy is designed to protect the health and safety of your furry friends, something we both cherish.