Help & FAQ

STORE HOURS & UPCOMING EVENTS

WEBSITE ORDERING

SUBSCRIBE & SAVE SUBSCRIPTION MANAGEMENT

LOYALTY & FREQUENT BUYER PROGRAMS

FROZEN PRODUCT SHIPPING

INQUIRIES / PRODUCT SUBMISSIONS / EMPLOYMENT INQUIRIES


 

 

 

 

 

 


STORE HOURS & UPCOMING EVENTS
Address:  26321 Dimension Dr, Lake Forest CA 92630

Regular Hours:
9am – 7pm PST (Monday – Friday)
10am – 6pm PST (Saturday)
10am – 6pm PST (Sunday)


Upcoming Closure(s)/ Special Hours
none


Upcoming Events
:

Sunday, May 12th
Dental Clinic in partnership with Qualified Pet Dental
Appointment required, Contact Us to reserve


 

 

 




WEBSITE ORDERING FAQ

How long will it take to get my order?
We ship most orders within 2 days of submission. If a product within your order is unavailable, we will contact you within 24-hours to report any possible delays.  From leaving our warehouse, orders usually take 2-8 business days to arrive, depending on your distance from our location and the method of delivery.  Please see our Shipping & Estimated Delivery page for more information.

What payment methods are available?

Credit Card (Visa, Mastercard, American Express, Discover, ATM/Debit), PayPal, Lake Forest Shop & Dine (Yiftee) cards, Cash & Carry


How can I track my shipment?
Tracking information is sent via email to the address provided on your order when shipped.  If you did not receive order confirmation or tracking information emails, please check your spam folder as these emails are generated automatically by our site.  If you have created an account on the site, you can also login to see the status of your order. On your account page, recent orders will appear under your Order History.  Click on an order number to see an order’s payment status (Paid/ Refunded/ Partially Refunded), fulfillment status, carrier & tracking details, and full invoice of charges.


I made an error on my order. How do I cancel or change it?
 
Please call or email us as quickly as possible, as we usually fulfill orders within 24 hours.  We’ll be happy to assist you in making changes or cancelling and refunding your order.
info@furlys.com  |  949-707-5060


My order arrived damaged/ open from the carrier.
Please call or email us to send replacement or refund. We’ll make it right!
info@furlys.com  |  949-707-5060


Do you accept returns or exchanges?
Yes!  If you are not satisfied with your order/product, you may return it (for any reason) within 30 days of your original order date. Please see our Returns page for additional details on initiating a return or exchange.


How do I reset my account password?
To reset your password, click on the account link (person icon) on the top right navigation bar.  Click Login.  Enter the email address associated with your account. Instead of entering your current password, click the "Forgot Your Password?" link. You’ll receive an email from Furlys.com, to the email address on file, with a link to create a new password.


There is no shipping option at checkout, only Store Pickup or Local Delivery are listed on the checkout page.
Furly’s carries hundreds of frozen fresh and frozen raw options. We make these offerings available on our website so our local customers can see availability and place orders for Store Pickup and Local Delivery.  If you place a frozen product in your cart, but are outside of our local delivery region, the shipping option will automatically be disabled at checkout.  While we are happy to setup a custom frozen shipping solution for you; we unfortunately are not able to ship frozen product in small quantities to other parts of the country as we cannot control the shipping speed sufficiently to ensure it arrives fully frozen and safe for consumption.  The shipping option can be restored by removing any frozen product from your cart and refreshing the checkout page.

If you would like to receive additional information on our frozen shipping services, please see call or email us for a custom quote:
info@furlys.com  |  949-707-5060


Do you offer local delivery to my location?
Our staff can deliver orders to homes and offices within 10 miles of the Furly's store.  To check whether your address is within our delivery range, click the Local Delivery button when viewing your cart. Enter your address into the field provided and the site will confirm whether delivery is available to your location. 

 

 

 

 

 

SUBSCRIBE & SAVE/ SUBSCRIPTION MANAGEMENT
With Subscribe & Save, you can easily schedule auto-deliveries and never run out of your pet’s favorites. Plus you’ll receive 5% off your first order and every order after! You can also skip or cancel anytime.


How do I create a subscription order?
You can toggle on the Subscribe & Save 5% option (instead of the One-Time purchase button) on any product page before adding to your cart. You’ll be prompted to select your order frequency preference from the drop down menus. You do not have to have all the items in your cart included on one subscription; selecting different frequencies will automatically create multiple subscriptions that you can cater to your preferences and needs. This can be especially helpful if you would like to rotate flavors or proteins! For example, you can set one variety to ship every other month, and a second flavor to do the same – creating orders that rotate each month. Your pet doesn’t have to get bored with the same food and you get to set it and forget it! It’s easy to change the next order date or the frequency of any of your subscriptions as your needs change or adjustments need to be made.


How do I pay for a subscription/ auto-ship order?
If you elected to Subscribe & Save/ create a subscription for any of the products in your cart, the website will prompt you to either login to your existing account or create one at checkout. Subscription orders must be connected to a customer account. A valid credit card number must be provided for subscription orders (we’re sorry, at this time Paypal cannot be used as the payment method for recurring orders). The website will securely save the payment information used for this first order for future auto-ship orders.


How do I manage my subscription?
The first step for all subscription management needs (cancel, skip, change frequency, update payment) is to login. Select the person icon on the top right hand header of the site to login with your email address and password.

Cancel Subscription: In the Account Details section, under your name, click on the Manage Subscription link. If you have multiple subscriptions, select View Details of the subscription you would like to cancel. Click Cancel Subscription and confirm.

Change your next order date: In the Account Details section, under your name, click on the Manage Subscription link. Your next order date will be displayed at the top of each of your subscription’s details section. Select Change Date. Select any future date from the drop down calendar and then select Save Changes. This will also change the order date for all future orders according to the frequency you have selected for your subscription.

Change order frequency: In the Account Details section, click on the Manage Subscription link. Click “Change frequency” next to the order frequency listed for any of your subscription. Select the new frequency and interval desired from the drop down menus and click save changes.

Pause or resume a subscription
. In the Account Details section, under your name, click on the Manage Subscription link. Click Pause or Resume Subscription under Subscription Status. Your status will turn red and read “Paused” when inactive. Click the Resume Subscription to resume auto-shipments and the Subscription Status will read Active.

Add products to an existing subscription. Simply make sure you are logged into your account on the website, then shop for any product(s) you would like to add. Select the Subscribe & Save button before adding to your cart and a red “Add to existing subscription” button will appear on the product page. If you have multiple subscriptions, you will be prompted to choose which subscription/ frequency schedule you would like to include the new product on. Click Add and the product will be included in your next scheduled order.

Change payment information, billing address, shipping address or other subscriber information. In the Account Details section, under your name, click on the Manage Subscription link. If you have multiple subscriptions, select View Details of the subscription you would like to update. Select any of the informational tabs (address & shipping information, payment information, etc) and then the edit link next to the information you would like to update or change.

 

 

 

 

 

LOYALTY & FREQUENT BUYER PROGRAMS

Can I use Furly’s Loyalty Points/ Discounts on the website?
Our Loyalty program is designed to reward our local in-store customers for their loyalty to our store and points can only be accrued and redeemed in-store.  Website customers are eligible for other great promotional offers and discounts like our Subscribe & Save Subscription option and free shipping promotions.

Are my online purchases logged to my brand’s Frequent Buyer program
Unfortunately the frequent buyer plans offered by so many of the manufacturer’s of the brands we carry are only available for in-store purchases and in-store free bag redemptions.  We use a company called Astro Loyalty to administrate these programs.  To see all rules/ regulations of the program for the brand you support, please visit AstroLoyalty.com.  To see your history of qualifying purchases (at our store or others) please create or login to your account at AstroLoyalty.com

 

 

 

 

 


FROZEN PRODUCT SHIPPING
While our website is set to disable shipping as a delivery option when frozen product is placed in a customer's cart, we do actually offer frozen shipping!  Shipping frozen product just requires a bit more attention: using specialty packing, shipping in quantities large enough to ensure temperature & safety, and selecting the right expedited options from our shipping partners (depending on how far it's going).   If you are interested in ordering frozen food, we would be happy to set up a custom quote for you!  Please email or call us to setup a frozen shipping order:
info@furlys.com  |  949-707-5060

 

 

 




GENERAL INQUIRIES / PRODUCT SUBMISSIONS / EMPLOYMENT OPPORTUNITIES

Have other questions?
Please feel free to contact us at:
info@furlys.com  |  949-707-5060

Product submissions:

Please submit your company's info & product details via email to info@furlys.com. We will contact you if interested to request samples or make a phone or in-person appointment. Please do not call or visit the store with product submissions until we've had a chance to respond to your email.

Employment Opportunities:
We post open positions on all the major job search & recruitment sites. Please check out Indeed, Homebase, or ZipRecruiter to apply for an open position.