Frequently Asked Questions (FAQ)

Frequently Asked Questions (FAQ)

🛒 Orders & Shipping

Q: When will I receive my order?
A: Our average delivery time is 5–10 business days. Since we ship directly from our suppliers, this helps us keep prices low and cover the shipping costs ourselves.

Q: The estimated delivery time has passed — where is my order?
A: In 99% of cases, orders arrive within the expected timeframe. Occasionally, there may be a delay in the shipping process. You can check your order status [on this page].
If you haven't received your package within 3 days after the expected delivery date, please contact us at info@fluffyandfetch.com.

Q: Some items are missing from my order — what’s going on?
A: We work with multiple suppliers, so your items may arrive in separate shipments. Missing items usually arrive within 2–3 business days. Thanks for your patience!

Q: Do you charge for shipping?
A: No — shipping is completely free on all orders.

🔄 Returns & Exchanges

Q: Can I return my order if I’m not satisfied?
A: We do not offer returns without a valid reason (such as a damaged or defective product). Please contact us first before sending anything back.

Q: How do I return an item?
A: Returns are accepted within 7 to 30 days only under the following conditions:

  • You must contact us first before returning.

  • The item must be unused, unopened, and in its original packaging.

  • We do not accept returns on sale items or personalized products.

  • Return shipping costs are the responsibility of the customer.

  • All returns must include a track & trace number.

  • We are not responsible for lost returns.

Once we receive your item and it meets the return conditions, we will process your refund.

📦 Tracking Your Order

Q: Where can I find my tracking number?
A: You can find your tracking number by entering your email and order number [on this page].

Q: My tracking info shows no updates — what’s wrong?
A: Tracking becomes available once your package is processed by the shipping carrier. There may be a short delay before the tracking info appears.