Privacy Policy

Privacy Policy

Introduction

This policy sets out the different areas where user privacy is concerned and outlines the obligations & requirements of the users, the website and website owners. Furthermore, the way this website processes, stores and protects user data and information will also be detailed within this policy.

The website

This website and its owners take a proactive approach to user privacy and ensure the necessary steps are taken to protect the privacy of its users throughout their visiting experience. This website complies with all UK national laws and requirements for user privacy.

Use of cookies

What are cookies?
Cookies are small files saved to the user’s computer’s hard drive that track, save and store information about the user’s interactions and usage of the website. This allows the website, through its server to provide the users with a tailored experience within this website.

What do we use cookies for?
We may use cookies to remember personal settings you have chosen at our website. In no other context do we use cookies to collect information that identifies you personally. Most of the cookies we set are automatically deleted from your computer when you leave our website or shortly afterwards.

We use anonymous session cookies (short-term cookies that disappear when you close your browser) to help you navigate the website and make the most of the features. If you log into the website, application or a course as a registered user, your session cookie will also contain your user ID so that we can check which services you are allowed to access.

This website uses tracking software to monitor its visitors to better understand how they use it. This software is provided by Google Analytics which uses cookies to track visitor usage. The software will save a cookie to your computer’s hard drive in order to track and monitor your engagement and usage of the website, but will not store, save or collect personal information.

Should users wish to deny the use and saving of cookies from this website onto their computer’s hard drive, they should take necessary steps within their web browser’s security settings to block all cookies from this website and its external serving vendors.

Personal information

Whilst using our website, software applications or services, you may be required to provide personal information (name, address, email, account details, etc.). We will use this information to administer our website, applications, client databases and marketing material. We will ensure that all personal information supplied is held securely in accordance with the General Data Protection Regulation (EU) 2016/679, as adopted into law of the United Kingdom in the Data Protection Act 2018. Further, by providing telephone, fax and email details, you consent to Furry Forage contacting you using that method. You have the right at any time to request a copy of the personal information we hold on you. Should you wish to receive a copy of this, or would like to be removed from our database, please contact us at [email address].

Information collection and use

How do we collect information?
Furry Forage collects information in two possible ways:

  1. When you directly give it to us (“Directly Provided Data”)

When you sign up for our site, purchase our products or communicate with us, you may choose to voluntarily give us certain information – for example, by filling in text boxes or completing registration forms. All this information requires a direct action by you at that time in order for us to receive it.

  1. When you give us permission to obtain from other accounts (“User Authorised Data”)

Depending on your settings or the privacy policies for other online services, you may give us permission to obtain information from your account with those other services. For example, this can be via social media or by choosing to send us your location data when accessing our website from your smartphone. 

How long do we keep your data for?
Furry Forage will not retain your personal information longer than necessary. We will hold onto the information you provide either while your account is in existence, or as needed to be able to provide the Services to you, or (in the case of any contact you may have with our Customer Care team) for as long as is necessary to provide support-related reporting and trend analysis only.

If legally required or if it is reasonably necessary to meet regulatory requirements, resolve disputes, prevent fraud and abuse, or enforce our Terms and Conditions, we may also retain some of your information for a limited period of time as required, even after you have closed your account or it is no longer needed to provide the Services to you.

Registration forms

Furry Forage will not sell or rent your personally identifiable information, gathered as a result of filling out the site registration form, to anyone.

Choosing how we use your data
We understand that you trust us with your personal information and we are committed to ensuring you can manage the privacy and security of your personal information yourself.

With respect to the information relating to you that ends up in our possession, and recognising that it is your choice to provide us with your personally identifiable information, we commit to giving you the ability to do all of the following:

  • You can verify the details you have submitted to Furry Forage by contacting our customer services team at [email address]. Our security procedures mean that we may request proof of identity before we reveal information, including your e-mail address and possibly your address.
  • You can also contact us by the same method to change, correct, or delete your personal information controlled by Furry Forage regarding your profile at any time. Please note though that, if you have shared any information with others through social media channels, that information may remain visible, even if your account is deleted.
  • You are also free to close your account through our account settings. If you do so, your account will be deactivated. However, we may retain archived copies of your information as required by law or for legitimate business purposes (including to help address fraud and spam).
  • You can always feel free to update us on your details at any point by emailing us at [email address].
  • You can unsubscribe from receiving marketing emails from us by clicking the “unsubscribe” link at the bottom of any email. Once you do this, you will no longer receive any emails from us.
  • You can request a readable copy of the personal data we hold on you at any time. To do this, please contact us by emailing us at info@furryforage.co.uk.

Please note, we are constantly reviewing how we process and protect data. Therefore, changes to our policy may occur at any time. We will endeavour to publicise any changes.

How long will it be before I receive my order?

We aim to process all orders within 48 hours unless it is a customised product e.g Ultimate Forage Box where we aim to process all orders within 72 hours.

Postage takes 2 - 4 days, delays may be possible during bank holidays.

Are your products recyclable?

All our labels and resealable bags are 100% recyclable. Our poly bags are made from 30% recyclable materials but we are constantly looking to make these 100%.

What is the difference between Furry Forage & Furry Paws?

Furry Forage is our brand aimed at small animals providing healthy and 100% safe products.

Furry Paws is our brand aimed at dogs and cats providing healthy and allergy friendly treats and other supplements.

I am a business or charity can I get discounts on products?

If you’re a business or charity and interested in opening a trade account with us please send us an email at info@furryforage.co.uk stating your business name, address, company number and which service you’re wanting. If you’re a charity please tell us your charity number or if you aren’t currently registered please send us your social media so we can verify you’re a charity.

We quote prices based on individual needs and offer discounts for anyone wanting more than one service (Please note trade prices are final, the quotes will change on white label and order fulfilment only). Please state exactly what you want in the email and we can also provide a digital file listing all the trade prices if wanted.

Samples can be sent out to those interested in Stockist, White Label and Bulk purchases. Please contact us for more information.

Become a stockist

All of our Furry Paws brand can be stocked with a low MOQ, some of our popular stocked products are our Crunchy dog treats; Veggie, Coconut, Seaweed & Spirulina, Herb, Fish and Insect. We also have our Furry Forage range currently only our Ultimate Forage Bag can be stocked. We do have plans to expand the range which can be stocked. These are all our individual forage and chews plus our other mixes.

Trade Bulk Purchases

We offer trade prices on our bulk individual forage, chews and forage mixes. The MOQ is 3kg of each or we offer custom mixes for a MOQ of 5kg for each mixture (these mixtures will be quoted based on what you want). Please email us for further information on trade prices and we can send a digital list.

White Label Products

We can provide white label for any of our products across both Furry Forage and Furry Paws brand. We will also provide white label on custom mixtures and will offer discount if you have both. We will white label products but packaging and/or labels will have to be provided, unfortunately we don’t offer design services for these. We are happy to provide blank packaging if needed but labels will need to be designed. For an extra cost we can get the labels printed using our own printers that we use. We quote based on individual needs and MOQ will be different based on what is needed and what services are used.

Order Fulfilment and Storage

We offer storage and order fulfilment at low prices so it can suit all sized businesses at our warehouse based in Nottingham. We do just offer storage but this is not accessible unless by notice. We are registered with Trading Standards and APHA to hold and manage pet food, including animal by products. There is no MOQ as we quote based on how much storage is needed and if you require order fulfilment how many orders on average per week and if weekend fulfilment is needed. We do offer discount if white label products are used. We have multiple ways in which we can fulfil business orders please email us for more information. We do allow viewing of the warehouse space before placing an order.

Can I get a refund if I no longer want it?

Furry Forage Refund & Return Policy

Effective Date: 23/05/2025

Thank you for shopping with Furry Forage! We value your satisfaction and strive to provide high-quality pet food, treats, and subscription services. Please review our refund and return policy below.

1. Custom Boxes and Subscription Boxes

  • No Refunds: Custom boxes and subscription boxes are non-refundable.
  • Cancellation Policy:
    • For subscriptions renewing every two weeks or longer: Cancellations must be made through your account at least 7 days prior to the next payment date.
    • For weekly renewals: Cancellations or delays must be made at least 5 days prior to the renewal date.

2. Print on Demand Items

  • No Refunds: Print on demand items are non-refundable. If an item is misprinted or damaged, please contact us at info@furryforage.co.uk. We will coordinate with our supplier to send a replacement.

3. Perishable Items

  • No Refunds: Perishable items, including forage and natural treats, are non-refundable.

4. Damaged Products

  • Refund or Replacement: If you receive a damaged product (e.g., dog food bags), you may return the item for a refund or a replacement will be sent once we receive the returned item.
  • Return Process: Items must be returned in their original packaging with the returns form included. The customer is responsible for return shipping costs.

5. Damaged Packaging

  • No Refunds: No refunds will be issued for products with damaged or broken packaging during box clearance sales.

6. Return Shipping Costs

  • Customer Responsibility: The customer is responsible for the cost of return shipping.
  • Postage Refund: If the product is returned due to damage and you request a replacement, Furry Forage will refund the return postage cost. Proof of postage must be emailed to info@furryforage.co.uk before the refund is processed.
  • Full Refund: A full refund, including the cost of return postage, will be issued once the returned product is received.

7. Initiating a Refund

  • Contact Us: To initiate a refund, email info@furryforage.co.uk with proof of the damage, including photos of the product and packaging, and any missing items.
  • Returns Form: Furry Forage will provide a returns form, which must be completed and included with the returned product.
  • Postage Receipt: Please email the postage receipt to us for a refund of the return postage cost, if applicable.

8. Incorrect Orders

  • Replacement: If you receive an incorrect order, please email info@furryforage.co.uk with photos showing the missing items. We will send a replacement product.

9. Refund Processing

  • Original Payment Method: Refunds will be issued to the original payment method.
  • Processing Time: Please allow up to 7 days for your refund to be processed.

10. Shipping Policy

  • UK Shipping Only: We ship to the UK, including Northern Ireland.
  • Tracked Shipping: All orders are shipped with tracked 48-hour service from the time your order is processed. We do not offer untracked shipping methods.
  • Free Shipping: Orders of £50 or more qualify for free shipping. 
  • Tracking Information: Customers will receive their tracking numbers via email once their order has been shipped.

11. Order Processing Time

  • Standard Orders: We aim to process all orders within 48 hours.
  • Custom Orders: Custom orders may take up to 72 hours to process.

12. Weekend and Bank Holiday Processing

  • Order Processing: We process orders on weekends and bank holidays. While postage will not occur on bank holidays, processing will be completed during this time, and items will be shipped on the next working day or weekend.

13. Response Time for Enquiries

  • Email Response: Please allow up to 48 hours for a response to any email enquiry, including refund or replacement requests, unless stated otherwise on our website or social media pages.

14. Extended Return Dates for Delayed Responses

  • Return Date Extension: If we do not respond to a refund or replacement request within 48 hours, the return date will be extended by the number of days it took us to respond. For example, if a refund request is made on the 1st with a return deadline of the 29th, and we respond on the 5th, the new return deadline will be extended to the 3rd of the next month (or the appropriate date based on the month’s length).

15. Refund Request Period

  • Request Deadline: You have 14 days from the date of receipt to request a refund. The item (if required) must be returned and received by us within 28 days from the date you received the product.

How can I cancel or edit my subscription?

You can manage your subscriptions through your online account. You can cancel, change frequency, pause, skip and edit item options for your subscriptions.

If you are having trouble with your subscriptions please contact us either through our contact page, social media, phone or email us at info@furryforage.co.uk with your details.

Do you have a physical shop?

No we do not have a physical shop open to the public but we do operate from a warehouse where we provide our trade services.

Even though we only sell online our products can also be found in local pet shops and garden centres around the UK.

You can meet us each year at 'The National Rabbit Festival' where we will be standing selling all the products you see on our website including our vegan dog treats.

What are your 'Trusted Partners'?

Our trusted partners are small businesses in which we trust and recommend to our customers if they need support, whether that be pet nutrition or someone who has recently lost a furry family member and need a pet bereavement councillor to help support them.

We do not receive any benefits or payments for advertising them on the website they're on our website solely because we want our customers to gain the best access to support if it's ever needed. Please visit our 'Trusted Partners' page on our drop down menu for more information.