Shipping policy

Last updated: 19 October 2026

Fluffy Puffy (ABN 17 716 797 354) is an online store based in Brisbane, Queensland. We currently deliver to addresses within Australia only, including metro, regional and remote areas. Every order includes tracking.

Shipping costs
- Free standard shipping on orders of $79 AUD or more
- Standard shipping: $9.95 AUD flat rate on orders under $79
The shipping options and the final cost are shown at checkout before you pay.

Processing time
Orders are usually processed and dispatched within 1–2 business days of payment (allow up to 5 business days during sales and holiday periods). Our products are sent directly from our fulfilment partners' warehouses, so items in one order may arrive in separate parcels. You'll get an email with tracking details when your order is dispatched.

Estimated delivery time
- Standard shipping: usually arrives in 2–7 business days (remote areas may take a little longer)
These are estimates, not guarantees, and can be affected by carrier delays, weather and public holidays.

Tracking
Tracking can take 2–5 business days to show movement after dispatch. If your tracking hasn't updated after 7 business days, please contact us.

Lost, late or damaged parcels
We look after your order until it's delivered to the address you gave us. If your tracking shows no movement for 15 business days, your parcel is well past the estimated delivery time, or it arrives damaged, please contact us through our contact form (photos of any damage help). We'll follow it up with the carrier and arrange a replacement or refund if it's lost or damaged. See our Refund policy.

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Delivery address
Please check your delivery address at checkout. If you spot a mistake, contact us straight away; we can usually update it before dispatch. If a parcel comes back because the address provided was incorrect or it wasn't collected, we'll contact you, and we may ask you to cover the cost of sending it again. If the carrier can't deliver, your parcel will usually be held at your local post office or a pickup point for collection.

Questions
For shipping questions or order updates, use our contact form and include your order number. We aim to reply within 1–2 business days.