Frequently asked questions
Find answers to common questions about our products and services
Please use our contact form at fluffypuffy.com.au/pages/contact and include your order number if you have one. We aim to reply within 1–2 business days.
Contact us through our contact form as soon as possible with your order number. We can cancel orders that haven't been dispatched yet.
Faulty, damaged or not-as-described items are covered by the Australian Consumer Law – we'll repair, replace or refund. We also accept change-of-mind returns within 14 days of delivery for unused, unworn items in original condition (we'll ask for photos first). See our Returns & Refunds page for details.
Ships from within Australia, usually arrives in 2–7 business days (remote areas may take a little longer). Standard shipping is free on orders of $79 or more. We currently deliver within Australia only.
We choose our products with pet comfort and safety in mind. Please pick the right size for your pet, follow any care instructions, supervise play with new toys and chews, and replace items that become worn or damaged.
Fluffy Puffy (ABN 17 716 797 354) is an online store based in Brisbane, Queensland, delivering Australia-wide. We don't have a physical store just yet, but we'd love to open one in the future. Stay tuned!
Welcome offer: WELCOME10 terms
- 10% off eligible items on your first order with us. Enter WELCOME10 at checkout.
- For customers who haven't ordered from us before. One use per customer.
- No minimum spend.
- Not valid on mood packs or bundle boxes (Boredom Buster, Calm & Cosy, Coat Care, Zoomies Tamer, New Puppy, New Kitten and Ultimate boxes), shelter gifts or donations.
- Can't be combined with other discount codes.
Shipping: free standard shipping on orders of $79 or more, otherwise $9.95 flat Australia-wide. See our shipping policy and refund policy (14-day change-of-mind returns).