FAQs & Support

Browse our products, select the item you love, choose any variants (size, colour), and click "Add to Cart." When you're ready, go to your cart and click "Checkout." Follow the prompts to enter your shipping and payment details, then place your order.

We process orders quickly! Please email info@fairela.com within 2 hours of placing your order if you need to make changes or cancel. After that window, your order may have already entered processing and changes may not be possible.

A confirmation email is sent automatically after your order is placed. Please check your spam/junk folder if you don't see it within a few minutes. If you still can't find it, contact us at info@fairela.com.

Once your order ships, you'll receive a tracking number by email. You can also visit our Track My Order page and enter your order number and email to see the latest status.

We accept Visa, Mastercard, American Express, Apple Pay, and Shop Pay. All transactions are securely processed and encrypted.

Yes! We offer free standard shipping on all US orders over $60. For orders under $60, standard shipping is $5.99. See our full Shipping Policy for details.

Orders are processed in 1–3 business days. Standard delivery within the US takes 5–7 business days after dispatch. Expedited (2–3 days) and Overnight options are also available at checkout.

We currently ship within the United States only. We hope to offer international shipping in the future — stay tuned!

First, check around your property, with neighbours, or your building's mailroom. If the package is still not found, wait 24 hours (sometimes carriers mark as delivered early). After that, please contact us and we'll investigate with the carrier.

We offer 30-day hassle-free returns on unused items in original condition. Read our full Return Policy to see eligibility requirements and instructions.

Email info@fairela.com with your order number and the item(s) you'd like to return. We'll send you a prepaid return label within 24–48 hours.

Once we receive your return, refunds are processed within 5–10 business days. Your bank or card issuer may take an additional 2–5 days to post the credit to your account.

We're so sorry! Please email us at info@fairela.com within 7 days of delivery with your order number and photos. We'll send a replacement or full refund immediately — no return needed.

Absolutely. All Fairela Pet products are designed with pet safety as the top priority. We use pet-safe, non-toxic materials including natural hemp, sisal, solid wood, and food-grade ceramics. Always supervise pets when introducing a new product.

Ceramic bowls are dishwasher safe. Fabric covers and cushion covers can be machine washed on a gentle cycle. Wood surfaces should be wiped with a damp cloth. Hemp and sisal products can be brushed or vacuumed. Specific cleaning instructions are included with each product.

Each product page includes a size guide and weight/breed recommendations. If you're unsure which size is right for your pet, email us at info@fairela.com with your pet's weight and breed and we'll help you choose.

Use the "Notify Me When Back in Stock" form on the product page to leave your email. We'll notify you the moment it becomes available again. For urgent inquiries, email info@fairela.com.

No — you can check out as a guest. However, creating a free account lets you track orders, save addresses, view your order history, and enjoy a faster checkout next time.

Go to the Login page and click "Forgot your password?" Enter your email and we'll send you a reset link within a few minutes.

Yes! For wholesale inquiries, please email info@fairela.com with "Wholesale Inquiry" in the subject line and details about your business.

Yes! Subscribe to our newsletter and we'll email you a 10% discount code for your first order. Sign up using the popup or the newsletter form on our site.