How do I start a return or replacement?+
Use the form above with your order number and a short description (a photo helps for sensor issues). Unopened sensors are refunded within 30 days of delivery; sensors that fail early in the wear window are replaced under the guarantee — we'll confirm the next step in our first reply.
Where is my order?+
Every order ships with a tracking link the moment it leaves the warehouse (1–2 business days after ordering). If your tracking hasn't moved for 48 hours or the link never arrived, send us your order number and we'll chase it with the carrier.
How do I pause or cancel my subscription?+
You can pause, skip, or cancel anytime from your account — no lock-in, no phone calls, and your app data and history stay with you. If anything in the flow confuses you, the form above reaches the same team that manages subscriptions.
What exactly does the 30-day guarantee cover?+
Unopened, undamaged sensor kits can be returned within 30 days of delivery for a full refund. If a sensor fails to start, detaches prematurely, or stops transmitting well before its 14-day wear window, we replace it — just include the lot number printed on the pouch and, when possible, a screenshot from the app.
My sensor fell off early or stopped reading — what now?+
Remove the sensor safely (see the quick reference card in your kit or the Resources page), note the wear date, and contact us with a photo of the sensor and your app history. Premature failures are covered by the replacement guarantee, and each case helps our wear-data team improve the adhesive.
The app won't pair with my new sensor — what should I try first?+
Make sure Bluetooth is on and the sensor is within arm's reach during pairing, keep the app open until the first reading arrives (up to a few minutes after activation), and force-close other apps connected to the sensor. If it still won't connect, our support team can walk you through pairing in one reply — have your sensor lot number ready.
Which countries do you ship to, and how fast is delivery?+
We ship tracked from US and EU warehouses to most of North America and Europe, with regional distributors covering other markets. Orders leave the warehouse in 1–2 business days; typical delivery is 2–5 business days within the US and EU. Duties and taxes depend on your destination and are shown at checkout.
Can I change my delivery address after ordering?+
Yes — as long as the order hasn't left the warehouse yet. Reply to your order confirmation email or send us a message with your order number and the new address, and we'll update it before dispatch. Once a parcel is in the carrier's network, we can only request a reroute, which isn't always possible.
Do I need a prescription or vet approval to order?+
No prescription is needed to order the C0 sensor. That said, FurCarer is a monitoring tool — we always recommend using it alongside your veterinarian, and the FurLink dashboard is built so your clinic can see the same curves you do. For clinical questions about dosing or insulin, we route you to your vet (see the clinical question note above).
How do I become a distributor or stockist?+
Choose "Becoming a distributor" in the form above and tell us about your business — region, channels, and roughly the volumes you have in mind. Our partnerships team replies within two business days with margin structure, training, marketing assets, and next steps. Veterinarians and clinics can also join via the FurLink professional program.
