How can we help?
Everything about your FurVac, water fountain or automatic feeder — plus orders, shipping and returns. Written out in full, no chatbot.
Pick where you are stuck
Three product guides and three practical ones. The product guides are the long reads — setup, daily use, cleaning and the honest caveats.
FurVac
Attachments for your pet, suction problems, noise, filters and cleaning.
Open →Water fountains
Which model fits, setting up the app, filters, cleaning and the pump.
Open →Automatic feeders
App setup, portions, kibble size, the camera and what happens in a power cut.
Open →Shipping & delivery
Delivery times, tracking and what shipping costs to Belgium, the Netherlands, France and Luxembourg.
Open →Returns & warranty
30 days to change your mind, free return shipping and a 2-year warranty.
Open →Contact us
Email, WhatsApp, phone or a message form. A real person, usually the same day.
Open →Ordering & payment
Payment methods, when the money leaves your account, changing an order, discount codes and invoices.
Open →Connecting your device
Tuya Smart setup for feeders and fountains, what the lights mean, sharing with a partner and why pairing fails.
Open →Which model fits your pet?
Two short questionnaires for fountains and feeders. Three questions and you get one recommendation, with the reason why.
Open →Quick answers
The six questions that reach our inbox most often.
My FurVac has lost suction. What now?
Almost always the filter. Empty the container, lift the filter out from underneath, rinse it under the tap and let it dry a full 24 hours before it goes back in. Nine out of ten “broken” FurVacs work like new again after this.
Which grooming head do I need for my dog or cat?
Short-haired pets usually need only the deshedding brush. Medium and long coats do best with the deshedding brush plus the needle comb. All six heads work on dogs and cats.
Is the FurVac quiet enough for a nervous pet?
It runs at around 60 dB, about the level of a normal conversation and a fraction of a household vacuum. We have not yet met a dog or cat that did not get used to it. There is a four-step routine that makes the first sessions easy.
Will my feeder still feed my pet if the Wi-Fi drops?
Yes. The schedule is stored in the feeder itself, not in the app. Wi-Fi is only needed to change settings, watch the camera or get notifications. Every feeder also holds four AA backup batteries for power cuts.
How often do I replace my fountain filter?
Every two to three weeks, depending on how much your pet drinks and whether they come in from outside. Each filter pack is sized to match: the AquaPaw pack lasts about two to three months, the HydroBuddy and FlowMate packs three to four.
Which app do I need?
Tuya Smart, free on iOS and Android. It is the same app for the AquaPaw, the HydroBuddy and all three feeders. It works on both 2.4 GHz and 5 GHz networks.
The FlowMate Pro has no app at all — you plug it in and it runs.
The short version of our promises
Ordered by mistake, or is something not working? Tell us before you send anything back — nine times out of ten we can fix it in a message.
Talk to us
Cannot find your answer here? Email, WhatsApp or call us. A real person reads it, usually within a few hours.
