FAQs
Returns & Exchanges
Exchanges
We offer various exchanges. You can exchange it for a different size, color, or a completely new style!
Exchanges must be made within 21 days of the initial delivery date. Products must be in new condition with tags and packaging intact. Items should be clean and free of dog hair. All products are subject to photo inspection.
To start your exchange, simply click here and follow these simple steps:
1. Enter your order number and postal/zip code into the portal.
2. Answer a few questions and upload photos of the product to be returned.
3. Our customer experience team will review and email you back within 1-2 days.
4. Print out the prepaid shipping label.
5. Attach the shipping label to the outside of the box.
6. Drop off the package at the nearest specified carrier location.
7. Once we receive your item(s), your exchange order will be shipped out.
If you need help, please reach out to us via phone, email, or live chat with your order number and the item(s) you wish to return, and we will take it from there!
Returns
We offer returns with refund back to your initial payment method or store credit.
Returns must be made within 21 days of the initial delivery date. Products must be in new condition with tags and packaging intact. Items should be clean and free of dog hair. All products are subject to photo inspection. A $7 fee for restocking and shipping will be deducted from your refund to your original payment method. This $7 fee does not apply to returns that are made to store credit.
To start your return, simply click here and follow these simple steps:
1. Enter your order number and postal/zip code into the portal.
2. Answer a few questions and upload photos of the product to be returned.
3. Our customer experience team will review and email you back within 1-2 days.
4. Print out the prepaid shipping label.
5. Attach the shipping label to the outside of the box.
6. Drop off the package at the nearest specified carrier location.
7. Once we receive your item(s), you will receive your refund or store credit.
If you need help, please reach out to us via phone, email, or live chat with your order number and the item(s) you wish to return, and we will take it from there!
Final Sale Items
Please be aware that face masks, toys and clearance are considered final sale, and we cannot provide exchanges, refunds, or store credit for these purchases.
Price Adjustments
Please be aware that face masks, toys and clearance are considered final sale, and we cannot provide exchanges, refunds, or store credit for these purchases.
Purchases from Authorized Sellers
We currently do not offer price adjustments.
General
Where are you located?
All our products are designed in the United States.
How can I keep up-to-date on all of your fabulous new styles?
Follow us on Social Media where you can stay up to date on the latest trends, styles and new products! @pawfluffy.
You can also sign up for email and SMS updates on all our styles and promotions - there is a sign up box at the bottom of our website!
Shipping
How quickly will I receive my order?
Orders are typically processed within 1-2 business days! Once your order has shipped, the delivery time will vary based on your location. Our standard estimated shipping times are:
USA: 5-14 Business Days
UK: 15-20 Business Days
Please note that shipping times can take longer than expected due to carrier delays, and as a result we can't guarantee an arrival date. For the most accurate updates on your package’s whereabouts, please check your tracking link once your order has shipped.
Where does PawFluffy ship to?
We currently ship within the United States.
Outside of Canada, the United States, and Puerto Rico, we’re able to ship to the United Kingdom.
Do you ship to PO boxes or APO/FPO Addresses?
We ship to PO boxes or APO/FPO boxes through standard shipping with USPS. For expedited orders using FedEx or UPS, we are unable to ship to PO boxes or APO/FPO addresses at this time.
What is your shipping policy?
We currentlyWe offer free standard shipping on all US orders with a subtotal over $75. For orders with a subtotal of less than $75, we offer a flat rate shipping fee of $7.99. do not offer price adjustments.
I did not receive a confirmation email, did my order go through?
If you received an order number at checkout, your order went through! Make sure to save your order number for your records. Order confirmations can sometimes mistakenly end up in your junk/spam folders. You can always look up your order information on your Canada Pooch account. If you are having trouble finding your order information,contact us and we can help.
Can I cancel or modify my order once placed?
We strive to process and ship your order as quickly as possible! This means that once an order is placed, we are unable to make any changes or cancel the order. However, we offer quick and easy exchanges or returns!
How can I find my tracking number to track my order?
Your tracking number will be included in your shipping confirmation email. You can always look up your order information on your PawFluffy account. If you are having trouble finding your tracking information,contact usand we will happily provide this for you.
Payments & Security
What payment options do you offer?
We accept Visa, Mastercard, American Express and Discover Credit cards. Payments can also be made with Google Pay, Apple Pay, and Shop Pay, as well as PayPal.
When will I be charged for my purchase?
You will be charged within 24 hours from the time you place your order.
Are payments on your website secure?
Yes, your security and privacy is our priority. All payments processed on pawfluffy.com are safely handled by Shopify. Shopify is certified Level 1 PCI DSS compliant. This compliance extends to all online stores powered by Shopify. The Payment Card Industry Data Security Standard (PCI DSS) is an information security standard for organizations that handle credit card and debit card information. Defined by the Payment Card Industry Security Standards Council, the standard was created to increase controls around credit card data to reduce credit card fraud via its exposure.
Contact
How can I contact PawFluffy?
We are here to help you and your pooch! You can reach out to us via email, contact form, leave us a voicemail or use our live chat. We strive to return all inquiries within 24-48 hours during business days.
Do you work with Influencers?
We do! We are always looking to build organic relationships with adorable and creative pups who love supporting our brand. Pleasecontact us.
Do you need Pawfluffy models? My dog is a natural star!
We’re always looking for local dog models in the Toronto area and would love to connect. Feel free to chat with us on Instagram @PawFluffy or send us an email to hello@pawfluffy.com!
Product
Do your products contain animal products?
At Pawfluffy, we love animals. Our office is always full of dogs running around all day. Our overall mission is to bring comfort and happiness to animals, which is why our products are free of any animal by-products. We use faux-fur, faux-down and never use any wool.
What are the toys made of?
Every Play is crafted from 100% natural rubber. Our patent-pending design is built to stand up to real play while staying flexible and engaging for your dog.
Are toys safe for my dog?
Toys are made from food-safe, non-toxic materials and are designed for interactive enrichment. Because every dog has a different play style, we always recommend supervised play to ensure they're using the mods safely and as intended.
Do the toys contain BPA/Phthalates/PFAS?
Nope! Our toys are BPA-free and made without harmful chemicals like phthalates or PFAS. To make sure your pup is getting the best, we conduct extensive testing (including Prop 65) to ensure our rubber is free from heavy metals like lead and calcium. We stick to food-safe, natural rubber so you can feel good about what your dog is licking and chewing.
Product Care
Washing
Most of our products are machine washable but you should always refer to the garment label to ensure the best possible care. We recommend hanging to dry when possible.
Quality
We pride ourselves with our high-quality products and top-notch designs. If you have any concerns with your product, please email us at hello@pawfluffy.com with details and photos of the garment/product to discuss your concern.
Sustainability
What kind of sustainability practices does Pawfluffy have in place?
Sustainability in all of our business practices is extremely important and core to our company. That is why we use compostable corn shippers, recyclable bags & boxes, efficient shipping methods and we practice sustainability in our office. We are always looking to extend these efforts even further by coming up with new ways to practice sustainability within our business.