Common questions about Furgenics products, ordering, and our Groomer Program. If you don't find your answer here, email us at info@furgenics.com — we respond personally within one business day.
Ordering & shipping
How long does shipping take?
Orders within Canada typically arrive in 3–5 business days. US orders take 5–10 business days depending on destination. We ship from our Vaughan, Ontario facility and from a US fulfillment partner for US orders.
Do you ship internationally?
We currently ship to Canada and the United States only.
How do I track my order?
You'll receive a tracking link by email when your order ships. If you don't see one within 24 hours of your order confirmation, check your spam folder or email info@furgenics.com.
Do you offer free shipping?
Free shipping thresholds and rates are calculated at checkout based on your destination and order size.
Returns & refunds
What's your return policy?
30 days, refund-only, no return shipping required. If a product doesn't work for your dog or your salon, we'll refund you without asking for the bottle back. Read the full policy at /policies/refund-policy.
My dog had a reaction. What do I do?
Stop using the product immediately and email us at info@furgenics.com. We'll process a full refund and want to hear about your dog's reaction so we can document it.
Can I exchange a product instead of returning?
Yes. Email info@furgenics.com with your order number and what you'd like instead. We'll work it out.
Products & dilution
What does 16:1 mean?
Sixteen parts water to one part Furgenics concentrate. One gallon of concentrate makes 17 working gallons of usable shampoo (1 gallon Furgenics + 16 gallons water = 17 gallons output).
How do I dilute a Furgenics shampoo?
Pump or pour 1 part concentrate into a clean salon bottle, add 16 parts water, shake well. We have a full how-to guide at /pages/how-to-dilute-dog-shampoo-16-to-1.
Are your products safe for puppies?
Most Furgenics formulas are safe for dogs of all ages, but always check the label and consult your veterinarian if your dog has specific health concerns or is under eight weeks old.
Do you make products for cats?
No. Furgenics is dog-specific. Cat skin chemistry is different and our formulas aren't tested for feline use.
Where can I find ingredient lists?
Each product page has the full INCI (International Nomenclature of Cosmetic Ingredients) list under the "Ingredients" section.
What's the difference between your shampoos?
Each formula is built for a specific need: hypoallergenic for sensitive skin, oatmeal & aloe for dry/itchy coats, 2-in-1 doodle for curly mat-prone coats, deshedding for double-coats, lavender spa for calming finishes, deep moisturizing for damaged coats. Browse the full lineup on our shop page.
Groomer Program
What is the Groomer Program?
Free sample sizes (eight bottles total) for professional dog groomers and grooming schools. Test our products on your bench before committing to gallons. No purchase obligation, one-time enrollment.
Who qualifies?
Active professional dog grooming salons, mobile groomers, or grooming schools in Canada or the United States. We verify business status before sending samples.
How do I sign up?
Visit the Groomer Program page and complete the application. Approval typically takes 1–2 business days.
Account & support
Do I need an account to order?
No, you can check out as a guest. Creating an account makes reordering and tracking easier.
Can I order on behalf of multiple salon locations?
Yes. For multi-location orders or volume pricing, email info@furgenics.com.
Where can I leave a product review?
Each product page has a review section. We also welcome reviews on Google. Honest feedback helps us improve.
How do I contact you?
Email: info@furgenics.com — we respond within one business day.
Location: 90 Moyal Ct, Concord, Ontario, Canada.
We're a small team. We don't have a 24/7 phone line, but we read every email and respond personally.