Shipping, Returns & Warranty Policy

Thanks for your interest in the products of Tomofun, Co. Ltd.  

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 such as US customers from Alaska, Hawaii, 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.

1 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 and countries 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.

NOTE TO CONSUMERS FROM THE EUROPEAN ECONOMIC AREA (EEA) OR THE UNITED KINGDOM (UK): This 1 Year Limited Warranty applies in addition to and does not limit or restrict in any way your statutory rights, including your right to withdraw within 14 days.

This 1 Year Limited Warranty only covers Tomofun products, Furbo Dog Camera, and its accessories manufactured by Tomofun.

A current list of official resellers is provided below. Purchasing from one of these stores entails dedicated customer support and a 1-year limited warranty for the product:

These listed sellers/resellers in the abovementioned sales channel are the ONLY authorized sellers/resellers. 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 addresses for Furbo:

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

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

JAPAN
Herbert Li-PRB134-( RHTW034 )
KAB Bld.kouzyoutouhigasigawa, 3-7
Rinku Oraiminami, Izumisano Shi, Osaka Fu, 598-0047, Japan

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

AUSTRALIA
Tomofun
PO BOX 6035
Chullora NSW 1405, Australia

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 authorized resellers is provided below:

These listed sellers/resellers in the abovementioned sales channel are the ONLY authorized sellers/resellers. 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.

To the extent enforceable under the applicable law, 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 preceding, 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 nontransferable 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 under the 1 Year Limited Warranty, 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 1 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 1-year limited 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 1-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 addresses for Furbo:

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

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

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

AUSTRALIA
Tomofun
PO BOX 6035
Chullora NSW 1405, Australia

 

30-Day Satisfaction Guaranteed Return Policy

NOTE TO CONSUMERS FROM THE EUROPEAN ECONOMIC AREA (EEA) OR THE UNITED KINGDOM (UK): This 30-Day Satisfaction Guaranteed Return Policy applies in addition to and does not limit or restrict in any way your 14-days statutory right to withdraw.

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

 

 

 

 

Statutory Right of Withdrawal
(EEA and UK Consumers Only)

If you are a consumer residing within the European Economic Area (EEA) or the United Kingdom (UK) you have the following right of withdrawal when purchasing goods from us:

Right of Withdrawal

You have the right to withdraw from the contract within 14 days without giving any reason.

The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.

To exercise the right of withdrawal, you must inform us at support@furbo.com of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model withdrawal form, but it is not obligatory.  

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of Withdrawal

If you withdrawal from the contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us or contact us at support@furbo.com, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from the contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will bear the costs of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

Model Withdrawal Form

(If you want to withdraw from the contract, please contact us at support@furbo.com.) 

 

Consumer Guarantees (Australian Consumers Only)

If you are consumer residing within Australia the following applies to you.

Our goods and services come with guarantees that cannot be excluded under the Australian Consumer Law. For major failures with the service, you are entitled:

a.     to cancel your service contract with us; and

b.     to a refund for the unused portion, or to compensation for its reduced value.

You are also entitled to choose a refund or replacement for major failures with goods. If a failure with the goods or a service does not amount to a major failure, you are entitled to have the failure rectified in a reasonable time. If this is not done you are entitled to a refund for the goods and to cancel the contract for the service and obtain a refund of any unused portion. You are also entitled to be compensated for any other reasonably foreseeable loss or damage from a failure in the goods or service.