Fern & Fetch Frequently Asked Questions

Welcome to the Fern & Fetch FAQ!
If you don’t see your question answered here, our support team is happy to help — just email info@fernfetch.com or call (317) 314-3938.

🐾 Ordering & Payments

Q: What payment methods do you accept?
We accept all major credit and debit cards (Visa, MasterCard, American Express, Discover), as well as PayPal, Apple Pay, Google Pay, and Afterpay (pay later in 4 interest-free installments).

Q: How does Afterpay work?
Afterpay lets you split your total into 4 equal, interest-free payments made every two weeks. Your order ships right away — Afterpay handles the rest.
To use Afterpay, select it at checkout and follow their quick approval process.

Q: Can I cancel or change my order after placing it?
We start processing orders quickly, but if you email info@fernfetch.com within a few hours of placing your order, we’ll do our best to make changes or cancel before it ships.

📦 Shipping & Delivery

Q: How much is shipping?
Shipping is always free within the United States — no minimum required.

Q: How long does shipping take?
Orders are processed in 1–3 business days and delivered within 7–14 business days.
You’ll receive tracking details by email as soon as your order ships.

Q: Do you ship internationally?
Not yet — we currently ship within the U.S. only, but we plan to offer international shipping soon.

Q: How do I track my order?
Once your order ships, we’ll email you a tracking link. You can also check your tracking status directly with the carrier (USPS, UPS, or FedEx).

🔁 Returns & Refunds

Q: What is your return policy?
We accept returns on most new, unused items within 30 days of delivery.
To start a return, email info@fernfetch.com with your order number and reason for return.

Q: Do I have to pay for return shipping?
If your item arrived defective or incorrect, we’ll cover the return cost.
For other returns (such as size or preference), shipping costs may apply.

Q: How long does it take to receive a refund?
Once your return is received and approved, refunds are issued to your original payment method within 5–10 business days.
If you used Afterpay, the refund will be reflected in your Afterpay account automatically.

🐕 Products & Care

Q: How do I clean my slow feeders and puzzle bowls?
Most feeders can be hand-washed with warm, soapy water. Avoid harsh scrubbing or dishwasher heat if your product includes rubber or silicone components.

Q: Are your products safe for all pets?
Yes — all Fern & Fetch products are made with pet-safe, non-toxic materials and designed for everyday use.
Always supervise pets when introducing new accessories or feeding tools.

Q: What if my product arrived damaged or defective?
Contact info@fernfetch.com within 7 days of delivery with photos of the damage. We’ll send a replacement or issue a full refund right away.

💬 Other Questions

Q: Where are you located?
We’re based in the United States. Our team operates Monday–Friday, 9 AM–5 PM (EST).

Q: How can I contact you?
You can reach us by email at info@fernfetch.com or call (317) 314-3938.
We typically respond within one business day.

Q: Do you offer wholesale or partnerships?
Yes! For retail or collaboration inquiries, email info@fernfetch.com with “Partnership Inquiry” in the subject line.