FAQ
View our most frequently asked questions about the PalFur below.
PalFur IN01
What ’s your return policy
We offer a 30-day hassle-free money-back guarantee. This only applies to products purchased directly from palfur.com. For all other purchases, please contact the retailer/distributor you purchased from directly and follow their return policy.
All our products are tested and inspected for quality before they are shipped, we are confident that you will love your new Palfur products. However, If you're dissatisfied with your Palfur products, simply notify us within 30 days of the delivered date. You will need to pay for return shipping.
My cat is sensitive to sound, does it works to cat?
Most cats have soft coats, so the IN01's first gear works perfectly.
We recommend turning the machine on before use to allow your cat to get used to it in advance.
This will take about 3-5 minutes, and then you can start grooming without any problems.
How loud is the vacuum on a PalFur IN01?
The PalFur IN01 is about half the noise level of a typical modern vacuum: only 60 dB at the lowest setting.
How many accessories does the machine have?
PalFur has five accessories, namely: electric clipper, grooming brush, de-shedding tool, 2-in-1 upgrade brush, and hair remover. Meet your daily needs for pet hair care and hair collection.
How long does it take to replace the filter?
IN01 has three filters that need to be replaced. We will list them on palfur.com for purchase within one month.
The filter cartridges are washable, and we recommend cleaning and reusing them before purchasing new replacements. We suggest cleaning them every three uses (carefully ensuring they are completely dry before reinstalling).
With regular usage (three times per week), the built-in filters can be used for at least six months. If your usage frequency is not as high, you can extend the filter's usage period to 10-12 months accordingly.
Does the PalFur IN01 work on wet or damp fur?
Always fully dry your pet before grooming with the PalFur IN01 . All attachments are used with a vacuum and should never suction liquid.
What is the size of your dustbin?
Our dust bin is about 2L, and the actual capacity is double the amount of hair than other similar products due to the Multi-Directional High-Pressure Air Duct Design.
How long is the hose and the power cord?
The hose length is 7.0 in (180mm) and the power cord length is 9.8 in (250mm), so you don't have to worry about the inconvenience of not having enough extension when you use it.
What is the size of the machine and the outer box?
The size of our machine is 11.7×10×5.1 in (296.5×256×130 mm), which is perfect for household use; the box size is 16.5×13.4×7.4 in (420×340×187 mm).
Shipping
What are shipping costs outside the contiguous U.S.?
Outside the contiguous U.S., shipping costs for a PalFur IN01 unit are as follows: $25 for Hawaii and Alaska; Puerto Rico, American Samoa, Guam, Northern Mariana Islands, and U.S. Virgin Islands.
Where does PalFur IN01 ship from?
Most PalFur IN01 ship from our assembly and fulfillment center located in Baldwin Park, CA.
At the same time, some of our orders may be delivered by amazon logistics warehouse.
How do I track my package?
As soon as your order is getting packed up, you will receive a notification with a tracking link to one of our carriers. Didn't get your email? Kindly check your spam or "promotions" tab on gmail. Still nothing? Shoot us a chat or email and we'll help you out!
What if my package is lost in transit?
If your tracking number shows that your package is still in transit after a long period of time and suspect there is an issue in transit with your order, reach out to our customer support team and we'll do our best to contact the carrier for more information. Please understand this may take a few days to allow the carrier time to investigate. If your package was confirmed lost in transit by the carrier, we will arrange for a replacement to be sent.
What if my package was stolen?
Once delivery confirmation is received we are not responsible for locating or refunding the cost of your order. We send an email notification with a tracking number as soon as it's created so you can keep an eye on it. If available, we will also send an 'Out for Delivery' and 'Delivered' confirmation email as long as the carrier provides this information to us. It is the customer's responsibility to receive their packages responsibly. If the carrier provides a successful proof of delivery, this is a complete order. We do not refund or send replacements for stolen packages. However, we understand the disappointment and frustration of these situations and are happy to help you by providing you with tracking notes in our system or other possible solutions.
How do I return my order?
If you or your pet are not satisfied with our product within 30 days of the delivered date, simply return your PalFur product for a refund of the purchase price.
When do I get my refund?
Once your return has been received, please allow us up to 7 business days to process your refund. On your bank side, it also needs 3-10 business days for a credit to appear on your credit card statement. For disputed orders, it takes 3-6 months to resolve.
Feel free to contact us if you'd like a status update!
Warranty
What is the PalFur Warranty?
All the Palfur products enjoy 1-year warranty. If you have any product issues within 1 year, please contact us through service@palfur.com and our customer service will guide you to find a solution.
Besides, PalFur offers a 1+1 year warranty extension, doubling the coverage for your peace of mind. Learn more at: https://www.palfur.com/pages/warranty-extend
If I move to a different country, is my PalFur Warranty still valid?
If you leave a country with a product that is different from your order place , we will continue to honor your PalFur care warranty. However, you may have to pay for shipping for the repair.
Do you offer repair services?
Yes, we offer repair services. If you feel that your unit is in need of repair, please contact PalFur Customer Service Center . We'll discuss what the options are for your unit and open up a repair ticket if necessary.
How long will it take to have my product of PalFur repaired?
Repairs are usually completed and shipped back to you within 5 days of the unit arriving at our repair facility.
Orders
How do I cancel an order?
- We can cancel the order for you if you contact us in time after your purchase. If your payment finished and the parcel is not shipped out, you can cancel your order before your item’s delivery. And we will refund full of your money.
- Orders can't be canceled once the parcel is shipped out.
How can I modify my order？
If your order has not yet been shipped, then you can submit a support request ticket. Fill out and submit the form. We will get back to you within 72 working hours to confirm the order modification details.
If your order has already shipped, if this is the case, please also contact service@palfur.com and we will help you with the next step.
Rewards & Discounts
What is your affiliate program?
For more information about our affiliate program, please visit our Affiliates page.
How do I become a PalFur influencer?
For more information on the Influencer program, visit our Influencer page, it's coming soon.
Do you have discounts for veterinarians, breeders, or shelters?
For more information about our professional partnerships, please send massager to pr@palfur.com
Do you offer student discounts?
At this time we do not offer student discounts.
Send Us A Message
If you have any questions, please don't hesitate to message us directly. We'll get back to you within one business day.