Refund policy


a. Order delays

  • If an order shows no tracking information, remains pending or in transit, or expires beyond:

    • 60 days from the shipping date (global)

    • 45 days (U.S. orders)

    • 110 days (Brazil orders)
      FurRoad will, at its discretion, resend the product or issue a refund.

b. Delivered orders

  • Refunds/replacements will not be processed if tracking indicates the order was delivered.

  • If the package was not received, a non-delivery certification from the carrier/postal authority is required.

    Damaged products

    • A full refund or replacement will be issued if items arrive damaged.

    • Must be reported within 30 days of delivery with valid photo or video evidence of the product submitted to Zendrop.

      • Evidence should include a short video or image demonstrating the defect (e.g., the product failing to function properly), along with clear proof of the impact on item functionality.

      • If the packaging is damaged but the product itself is intact and functioning, we can't process a refund. Refunds only apply when the product arrives damaged or broken.

    d. Incorrect or missing products

    • A full refund or replacement will be issued for incorrect or missing items.

    • Requires photo or video evidence within the applicable timeframe.

      • Evidence must include clear images of the received item, the original packaging, and the shipping label, along with an indication of the specific problem (e.g., incorrect SKU, size, or color).

        Order Cancellation

        • A full refund is available if the order is canceled before processing or shipping.

        • Certain products (e.g., Print-on-Demand or preorder inventory) cannot be canceled once payment is made.

        f. Refund eligibility window

        • Refunds/replacements are only possible if payment was made within 90 days prior to the refund request.

        • Any order older than 90 days is automatically ineligible, regardless of the reason.

          EU Customs Duty

          For orders shipping to EU member states, a $3.80 EU Customs Duty is charged at fulfillment. If the order is refunded, this fee isn't returned, only the product cost and shipping cost are refunded. The duty is a pass-through fee collected at the point of fulfillment and can't be reversed once charged.

          Selling to EU customers? EU consumer law also grants buyers a statutory right to withdraw from a purchase within 14 days of delivery — separate from this refund policy and independent of whether Zendrop is at fault. See EU Right of Withdrawal: What Merchants Selling to the EU Need to Know for your obligations as a merchant.

          How to submit a refund request

          To submit a refund or replacement claim, you'll need to provide the following evidence through the Zendrop support portal:

          • Photos or videos clearly showing the issue (defect, wrong item, damaged packaging where the product itself is affected)

          • Tracking details for the order in question

          • A screenshot from your Shopify Admin confirming the order and, if applicable, that you've already refunded your customer

            If your refund hasn't arrived

            contact our supplier Zendrop initiates refunds within 24 hours of approval. If funds haven't appeared within 5–10 business days, follow these steps:

            1. Contact your bank or payment provider first. Delays are most often caused by the financial institution, not Zendrop.

            2. Contact Zendrop Support, The team can confirm whether the refund was issued and provide a reference number (ARN) you can use to trace it with your bank.

            3. If the original charge was processed through Shopify, contact the Shopify Billing Team directly to investigate from their end.