FAQ
PLACE AN ORDER
What payment methods do you accept?
At FlufflyPets you can checkout using all types of credit and debit cards or using the PayPal Express checkout option. We do not accept direct bank transfers or cash on delivery.
How secure is my online order?
When you buy online with your credit card, all your information is entered into a secure SSL web page. Your information is then encrypted SSL and sent directly to the network of our credit card provider, where your card and transaction are pre-authorized and approved. Your credit card details are not stored on our servers.
DELIVERY OF THE ORDER
When will my order be processed?
All orders are handled and shipped from our warehouse. Please allow extra time for the processing of your order during holidays and sales seasons.
We process orders between Monday and Friday. Orders will be processed within 1-2 working days from the date of order and shipped the day after the day of processing. Please note that we do not ship on weekends.
Please contact us if you do not receive tracking confirmation after 5 working days from the day you completed payment.
How can I track my order?
We will email you the tracking information as soon as your order has been shipped. Usually you receive the tracking number the day after the order is shipped.
Feel free to follow your order on our dedicated page.
REFUNDS AND EXCHANGES
How can I return my order?
If you are not satisfied with your purchase and want to return an item, contact us within 14 days of receiving your order. Please provide the order number and the reason for the return. Our customer service will examine the return request and send further instructions if the return is approved.
For a list of final sale items, please see our return policy. All returns must be in the original condition with the packaging intact.
What happens if the items I received are defective, incorrect or damaged?
Please contact us within 7 days of receiving your order if you have received incorrect, missing and/or defective goods. Please include the order number, photographs of the item(s) and all references related to the receipt of the package. We will do our best to solve your case as soon as possible.
How long is the return process?
Processing returns can take up to 7 business days from the day we receive your return. We will email you to confirm that your return has been processed.