Return Policy

We want you and your pet to love every purchase. If something isn't right, we're here to make it right — quickly and without the hassle of complicated returns.

Damaged, defective, or wrong item: If your order arrives damaged, faulty, or different from what you ordered, contact us within 7 days of delivery with your order number and a photo or short video. We'll arrange a free replacement or a full refund — and in most cases you won't need to send anything back.

Your order didn't arrive: If your order doesn't arrive within the estimated delivery time, or tracking stops updating, let us know. We'll investigate with the carrier and, if your parcel is lost in transit, we'll reship it or refund you in full.

Changed your mind: You may request a return within 14 days of delivery. Items must be unused and in their original packaging. Return shipping is arranged and paid by the customer, and we'll share the return address once your request is approved. Once the item is received and inspected, we'll refund the product price. If you're unsure about a product, message us before ordering — we're happy to help you choose.

Cancellations: Need to cancel? Contact us within 24 hours of placing your order, before it ships, for a full refund. Once an order has been fulfilled it can no longer be cancelled.

Refunds: Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank, it may take a few extra days to appear on your statement.

How to start a return or claim: Email us at contact@fluff-crate.store with your order number (and a photo or video for damage or defect claims). We reply within 24 hours.