Frequently Asked Questions
Got a question? We've got you covered. If you can't find what you're looking for, reach out at support@furrbix.com and we'll get back to you within 24 hours.
Orders & Shipping
Where do you ship from?
Our products are shipped directly from our fulfilment partners. Most orders to Australia arrive within 5–10 business days. We know that's not Amazon-fast, but it's how we keep prices low and pass the savings on to you.
How much does shipping cost?
Shipping is completely free to all Australian addresses. We also ship internationally — free to the USA, UK, Canada and New Zealand (7–14 business days), and $4.99 flat rate to the rest of the world (6–21 business days).
Can I track my order?
Yes! Once your order ships you'll receive a tracking number by email. You can also track your order anytime at furrbix.com/pages/tracking.
How long will my order take to arrive?
Australia: 5–10 business days. USA, UK, Canada & New Zealand: 7–14 business days. Rest of world: 6–21 business days. These are estimates — most orders arrive within the lower end of the range.
Can I change or cancel my order?
We process orders quickly, so please contact us at support@furrbix.com as soon as possible if you need to make a change. We'll do our best to help, but we can't guarantee changes once an order has been dispatched.
Do you ship to PO Boxes?
Yes, we ship to PO Boxes across Australia.
---Returns & Refunds
What is your return policy?
We offer a 30-day return policy. If you're not happy with your purchase for any reason, contact us within 30 days of delivery at support@furrbix.com and we'll sort it out — no hoops, no hassle.
My item arrived damaged. What do I do?
We're sorry to hear that! Please email us at support@furrbix.com with your order number and a photo of the damage and we'll send a replacement or issue a full refund straight away.
Do I have to pay for return shipping?
If the item is faulty or we made an error, we'll cover return shipping. For change-of-mind returns, return shipping is at the customer's cost.
How long do refunds take?
Once we receive and process your return, refunds are issued within 3–5 business days back to your original payment method.
---Products
Are your products safe for pets?
Yes. All Furrbix products are made from food-safe, BPA-free or pet-safe materials where applicable. Our water fountains and bowls use food-grade 304 stainless steel.
Do the water fountains come with filters?
Yes — our 4L Wireless Cat Water Fountain includes a filter and pre-filter sponge in the box. Our 2.2L USB Fountain includes replacement filters depending on the variant selected. Replacement filter packs are also available separately in our store.
How often should I replace the fountain filters?
For the APETDOLA FS10PRO: replace the pre-filter sponge every week and the carbon filter every 4 weeks. For the ZYFeeder 2.2L: replace the filter monthly. Regular replacement keeps the water tasting fresh and protects your pet's health.
Are the water fountains noisy?
Both our fountains run at ≤25–30dB — that's quieter than a whisper. Most customers run them in the bedroom without any issues.
What's the difference between the 4L and 2.2L fountain?
The 4L APETDOLA FS10PRO is fully wireless with a 4000mAh rechargeable battery (60–100 days per charge) and a motion sensor. It's ideal for households with multiple cats or larger dogs. The 2.2L ZYFeeder is USB-powered (needs to stay plugged in or near a USB port) and is better suited for one cat or a small dog.
Does the dog car seat cover fit my car?
Our seat cover is approximately 54"W x 58"L and fits most standard sedans, SUVs and 4WDs. It converts between hammock, bench and cargo boot liner styles and installs in under a minute using headrest straps and seat anchors.
---Payments & Security
What payment methods do you accept?
We accept all major credit and debit cards (Visa, Mastercard, Amex), Apple Pay, Google Pay, PayPal and Shop Pay. All transactions are processed securely with 256-bit SSL encryption.
Is my payment information secure?
Absolutely. Furrbix uses Shopify Payments which is PCI DSS compliant. We never store your card details.
Do you offer buy now, pay later?
We're working on adding BNPL options. In the meantime, Shop Pay Instalments may be available at checkout depending on your location.
---Still need help?
Email us at support@furrbix.com and we'll get back to you within 24 hours, Monday to Friday. We're a small Aussie team and we genuinely care about getting things right for you and your pet. 🐾