Shipping policy
MrFluffyFriend Shipping Policy
At MrFluffyFriend, we know that waiting for your pet's next favorite product can be the hardest part. That's why we handle every order with the same care you give your pet.
Below you'll find all the details about how we ship, how you can track your order, and what to expect.
1) Delivery Times
Orders are typically processed within 1 business day. Once shipped, U.S. orders are delivered within 1–6 business days on average.
For Canada, the United Kingdom, Australia, New Zealand, and all other countries, expected delivery is 5–10 business days.
If your tracking hasn't updated in a few days - don't worry! Carriers sometimes have update delays, especially during busy periods. It's common for tracking to update every 24–48 hours. If your tracking hasn't moved in 5 business days, feel free to contact our support team. We're happy to take a look and help you out.
Please note that the period of the 30-day money-back guarantee does not start until your items have been delivered to you.
*Delivery times mentioned here and on our checkout page are average estimates. Actual delivery times may vary depending on your location. While we always do our best to meet these timeframes, they cannot be guaranteed, and no rights can be derived from them.
2) Shipping Costs & Methods
We offer free shipping on all orders - no hidden fees, no surprises. Every shipment includes tracking information delivered straight to your email. If you don't see it, be sure to check your spam folder. You can also track your order anytime on our website here using your order number that you find in your order confirmation.
We use a network of trusted courier services, selected based on your location to ensure reliable delivery. Please note that shipping to PO Boxes or remote addresses may take longer.
3) Order Updates & Communication
We want you to feel informed every step of the way. After placing an order, you’ll receive a confirmation email, followed by shipping updates and delivery alerts as your package makes its way to you.
If you haven’t received any emails from us, please check your spam or promotions folder - especially if this is your first time ordering from MrFluffyFriend. Still nothing? Reach out to info@mrfluffyfriend.com.
4) Delivery Confirmation & Responsibility
All items purchased from MrFluffyFriend.com are made pursuant to a shipment contract, meaning that risk of loss and title for such items pass to you upon our delivery to the carrier. We consider an order delivered when our shipping partner confirms it’s delivered.
If your order is marked as delivered but you cannot locate it:
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Check with household members or neighbors
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Look around your delivery area (porches, mailboxes, etc.)
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Contact the courier with your tracking number
Still no luck? Reach out to us at info@mrfluffyfriend.com and we’ll do our best to help. While we are not liable for packages marked as delivered, we always strive to find a fair and friendly resolution.
5) Lost, Damaged, or Missing Items
If your order arrives significantly damaged or is missing items, please contact us within 7 days of delivery at info@mrfluffyfriend.com.
To help us investigate, include:
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Your order number
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Clear photos or video of the item(s) and packaging
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A description of the issue
If confirmed by our team, we may offer a replacement, refund, or other resolution at no additional cost. We reserve the right to request return of the item before issuing a resolution. Read more about this in our Refund Policy here.
6) Address Issues & Undeliverable Packages
Please ensure your shipping address is correct at checkout. If you need to make a change, contact us as soon as possible after placing your order. Once your order is processed or in transit, we can no longer update the address.
If a package cannot be delivered due to an incorrect address provided by the customer, we are not responsible for loss or delay. However, we’ll always try to assist in rerouting or resending where possible.
If a package is refused by the customer upon delivery, it may be returned by the courier to the original sender or held temporarily at a logistics facility. However, this does not qualify as a cancellation or automatic return. In most cases, the courier will attempt redelivery or send the package back to the customer.
If you still wish to return the item, it must be done through our Return Policy, which includes specific return instructions and a separate return address. Repeated refusal or misdirection of packages may result in additional costs and is the responsibility of the customer. Refunds will only be issued once the return is successfully completed through the proper channels as per our Return Policy.
7) Cancellations
If you change your mind, you can request to cancel your order within 4 hours of purchase. We’ll do everything we can to help - but please keep in mind that our systems move quickly to prepare and process your orders.
Once an order has entered our fulfillment process, we may not be able to stop it in time, even if it hasn’t shipped yet. That said, our support team is always happy to check the status for you and offer the best next step. Just email us at info@mrfluffyfriend.com as soon as possible.
If we're unable to cancel your order in time, don't worry - you can still return your item after it has been delivered, as long as it meets the conditions outlined in our Return Policy.
8) Customs, Duties & Taxes (if applicable)
All applicable import duties are typically prepaid by MrFluffyFriend. However, in rare cases where additional charges occur at delivery, these are the customer’s responsibility. If you encounter an unexpected fee, contact us - we’ll do our best to help resolve it.
9) Unexpected Delays & Force Majeur
We always do our best to deliver on time, but certain circumstances may be outside our control. MrFluffyFriend is not responsible for delays or delivery failures caused by events such as natural disasters, extreme weather conditions, transportation interruptions, labor strikes, or other unforeseen disruptions beyond our reasonable control.
Questions?
Our customer support team is available 7 days a week to help with any questions, concerns, or pet-related excitement. Just email info@mrfluffyfriend.com or use our contact form.