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Shipping, Returns & Warranty Policy

Thanks for your interest in the products of Tomofun Co., Ltd (“FURBO”).

We want you to enjoy your new purchase. However, if you need to return an item, we’re here to help. Please be aware of shipping limitations, returns, and warranty policy when ordering our product(s).

Shipping Limitations

  1. The product(s) ordered by you, the Customer, will be delivered to the address you provided at the time of your order. Tomofun will not ship to Post Office Boxes (P.O. Boxes), freight forwarders, warehouses, distribution centers, airports or hotels.
  2. We cannot ship to a different country than your billing address or the mailing address on your order - which is either your home address or business address.
  3. Only contiguous addresses are eligible for free shipping. Customers located in international supported countries for fulfillment and delivery, offshore territories and possessions should be aware of extra shipping charges.
  4. We are not responsible for delays caused by carriers that may also delay delivery times.
    The following may result in delayed shipping or delivery:
    - Incorrect shipping address;
    - Canceling items, combining orders or changing your shipping address; or
    - Carrier’s failure to deliver (e.g., blockage, civil commotions, riots, mobilization, strikes, lockouts, natural disaster outside human control - severe weather,  plague or other epidemics, tornado, storm, hurricane - or any other cause beyond the seller's or carrier's control.)
    - Customs clearance procedures.
  5. Customers are responsible for all customs fees, duties, VAT, import taxes, special delivery fees administered by your government, and brokerage fees. These are not included in the cost of shipping or handling of your order, and we are unable to estimate those prices for you and are not able to pay those on your behalf.

    Please check with your local customs agency for details on estimated costs. Customs, duties, and taxes are non-refundable, so if you refuse the shipment because of unexpected import fees, the value of the original shipping, any brokerage/customs/duty/taxes, and any return shipping charges will not be refunded.


2 Year Limited Warranty

THIS LIMITED WARRANTY CONTAINS IMPORTANT INFORMATION ABOUT YOUR RIGHTS AND OBLIGATIONS, AS WELL AS LIMITATIONS AND EXCLUSIONS THAT MAY APPLY TO YOU.

NOTE: Some states do not allow limitations on how long an implied warranty lasts or the exclusion or limitation of incidental or consequential damages, so the below limitations or exclusions may not apply to you. This warranty gives you specific legal rights, and you may also have other rights, which vary from state to state and country to country.

This 2 Year Limited Warranty only covers Tomofun products, Furbo Dog Camera, and its accessories manufactured by Tomofun.

A current list of EU official resellers is provided below. Purchasing from one of these stores entails dedicated customer support and a 2-year limited warranty for the product

These listed sellers/resellers in the abovementioned sales channel are the ONLY authorized sellers/resellers for EU. Tomofun’s limited warranty ONLY applies to products purchased from authorized sellers/resellers listed above.

Products purchased from unauthorized resellers on Amazon are NOT subject to warranty services. This goes into effect from June 7, 2017. Proof of purchase (or trackable order ID) is required for warranty service.

Tomofun Furbo® warrants that your Furbo™ will be free of defects in materials or workmanship under normal and proper use for one year from the original date of purchase or if sold online, the date of delivery. Tomofun will, at its option, repair or replace the Furbo™ without charge upon its receipt of proof of the date of purchase or date of delivery.

If a hardware defect arises and a valid claim is received within the Warranty Period, at its option, Tomofun will either:

(1) repair the hardware defect at no charge, using new or refurbished replacement parts, or

(2) replace the product with a reconditioned/refurbished product or with a product that is new or that has been manufactured from new or serviceable used parts and is at least functionally equivalent to the original product.

NOTE: Brand new replacement covers products purchased within 30 days upon warranty claim. If it's outside of the 30-day window, your Furbo will be replaced with a reconditioned/refurbished unit. 

If a replacement Furbo™ is sent, it will carry a non-transferrable warranty for the remainder of the original warranty period.

Tomofun will cover the return shipping cost for authorized returns, but the purchaser may be responsible for the costs of shipping the product to our return center depending on the origin address - Tomofun will provide the nearest return center address near or within the region.

The country of origin of the Furbo that is due for return has to be the delivery address of the original order. Otherwise, the customer has to pay the return shipping fee.

Below is the list of the return center address for Furbo:

EUROPE 
Schallenberg International Limited
 Debbie Winn
 2-16 Darrell Road
 Felixstowe, IP11 3UU, UK

AUSTRALIA 
Tomofun 
PO BOX 6035 
Chullora NSW 1405, Australia 

USA 
Furbo 
13936 Valley Blvd, Building B 
ABC Depot Logistics 
La Puente CA 91746 US 

CANADA 
Mantoria Inc. 
Amanda Elvidge 
199 Longside Drive,  
Mississauga, ON L5W 1Z9, Canada 

JAPAN 
Tomofun Corp. 
THE WORKS #410, 3-18-3 
Aobadai, Meguroku, Tokyo 153-0042 Japan 

TAIWAN 
Tomofun Co., Ltd. 
Howard Chen 
4F., No.178, Sec. 3, Minquan E. Rd.,  
Taipei City 10542, Taiwan 

Tomofun may request that you replace defective parts with new or refurbished user-installable parts (e.g. USB cord, wall plugs, lid)  that Tomofun provides in fulfillment of its warranty obligation. A replacement product or part, including a user-installable part that has been installed by instructions provided by Tomofun, assumes the remaining warranty of the original product or thirty (30) days from the date of replacement or repair, whichever provides longer coverage for you. When a product or part is exchanged, any replacement item becomes your property, and the replaced item becomes Tomofun’s property.

Parts provided by Tomofun in fulfillment of its warranty obligation must be used in products for which the warranty service is claimed. When a refund is given, the product for which the refund is provided must be returned to Tomofun and becomes Tomofun’s property.


Exclusions And Limitations

This Limited Warranty applies only to hardware products manufactured by or for Tomofun that can be identified by the "Furbo" trademark, trade name, or logo affixed to them. The Limited Warranty does not apply to any non-Furbo hardware products or any software, even if packaged or sold with Furbo hardware.

Manufacturers, suppliers, or publishers, other than Furbo, may provide their warranties to the end-user, but Furbo, provides their products "as is." Software distributed by Tomofun with or without the Furbo brand name (including, but not limited to system software) is not covered under this Limited Warranty. Tomofun does not warrant that the operation of the product will be uninterrupted or error-free. Tomofun is not responsible for damage arising from failure to follow instructions relating to the product's use. This warranty does not apply:

(a) to damage caused by accident, abuse, misuse, flood, fire, earthquake, or other external causes;

(b) to damage caused by operating the product outside the permitted or intended uses described by Furbo;

(c) to damage caused by service (including upgrades and expansions) performed by anyone who is not a representative of Tomofun;

(d) to a product or part that has been modified to alter functionality or capability without the written permission of Tomofun;

(e) to consumable and mechanical platform parts unless damage has occurred due to a defect in materials or workmanship;

(f) to cosmetic damage, including but not limited to scratches, dents, and broken plastic on ports.

(g) Any devices that were purchased with unauthorized resellers. The complete list of EU authorized resellers are provided below:

These listed sellers/resellers in the abovementioned sales channel are the ONLY authorized sellers/resellers within EU. Tomofun’s limited warranty ONLY applies to products purchased from authorized sellers/resellers listed above.

Products purchased from unauthorized resellers on Amazon are NOT subject to warranty services. This goes into effect from June 7, 2017. Proof of purchase (or trackable order ID) is required for warranty service.

There are no express warranties other than those listed and described above, and no warranties whether express or implied, including, but not limited to, any implied warranties or merchantability or fitness for a particular purpose and warranties against hidden or latent defects, shall apply the express warranty period stated above, and no other express warranty or guarantee given by any person, firm or corporation with respect to this product shall be binding with Furbo.

Except as provided in this warranty and to the maximum extent permitted by law, Tomofun is not responsible for loss or revenue or profits, failure to realize savings or other benefits, loss of opportunity, loss of goodwill, damage to, compromise or corruption of data, or any other special, incidental or consequential damages caused by the use, misuse or inability to use this product, or any other breach of any warranty or condition regardless of the legal theory on which the claim is based, even if Furbo has been advised of the possibility of such damage. Nor shall recovery of any kind against Tomofun be greater than the purchase price of the Product. Without limiting the foregoing, the purchaser assumes all risk and liability for loss, damage or injury to the purchaser and the purchaser’s property and others and their property arising out of the use, misuse or inability to use products sold by Tomofun not caused directly by the negligence of Tomofun.

This limited warranty shall not extend to anyone other than the original purchaser of this product, is non-transferable and states the exclusive right of the purchaser to remedy.

Obtaining Warranty Service

Furbo™ is a high-quality product and, with proper care, is intended to provide years of satisfying performance. Please do not return your Furbo™ for servicing without first speaking to Furbo Customer Service to obtain a Return Merchandise Authorization (RMA) number. To obtain warranty service, you must deliver the Product, freight prepaid, in either its original packaging or packaging providing an equal degree of protection, to an address specified by Tomofun. Tomofun may require that you furnish proof of purchase from the official and authorized resellers, additional details and comply with registration requirements before receiving warranty service.

It is your responsibility to backup any data, software, or other materials you may have stored or preserved on the Product. It is likely that such data, software, or other materials will be lost or reformatted during service, and Furbo will not be responsible for any such damage or loss. For specific instructions on how to obtain warranty service please email us at support@furbo.com.

 

Return Shipping and Handling within the 2-Year Limited Warranty

Furbo can be purchased from the listed authorized resellers & online stores and can be delivered to different countries with or without shipping cost on your end depending on the geographical location of the delivery address. For Tomofun to provide you the warranty coverage for Furbo, Tomofun will ask you to return the defective product for assessment should it need to be repaired or replaced.

Tomofun will cover the return shipping cost for authorized returns and returns within the 2-year limited warranty that may result to repair or replacement. The purchaser may be responsible for the costs of shipping the product to our return center if the origin address is not of the same country as the order delivery address - Tomofun will provide the nearest return center address near or within the region.

The country of origin of the Furbo that is due for return has to be the delivery address of the original order. Otherwise, the customer has to pay the return shipping fee.

Below is the list of the return center address for Furbo:

EUROPE 
Schallenberg International Limited 
Debbie Winn 
2-16 Darrell Road 
Felixstowe, IP11 3UU, UK 

AUSTRALIA 
Tomofun 
PO BOX 6035 
Chullora NSW 1405, Australia 

USA 
Furbo 
13936 Valley Blvd, Building B 
ABC Depot Logistics 
La Puente CA 91746 US 

CANADA
Mantoria Inc .
Amanda Elvidge 
199 Longside Drive,  
Mississauga, ON L5W 1Z9, Canada 

JAPAN 
Tomofun Corp. 
THE WORKS #410, 3-18-3 
Aobadai, Meguroku, Tokyo 153-0042 Japan 

TAIWAN 
Tomofun Co., Ltd. 
Howard Chen 
4F., No.178, Sec. 3, Minquan E. Rd.,  
Taipei City 10542, Taiwan 

 

30-Day Satisfaction Guaranteed Return Policy

If you are unsatisfied with your purchase from any of Furbo’s online stores for any reason, you have 30 calendar days from the date of purchase to request a full refund.

For orders placed from Amazon, please contact your Amazon Regional Customer Support or the Amazon site where you purchased the Furbo dog camera from.

To qualify for a refund, all the following conditions must be met:

Additional terms and conditions:

If you shipped your return to any Tomofun return center, please contact Support to obtain up-to-date return and refund information.

Who To Contact?

If you have specific questions about this limited warranty or any product returns, please email Furbo Customer Care Team at support@furbo.com

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