Frequently Asked Questions (FAQ)
Ordering & Checkout
Q: How do I place an order?
A: Simply browse, add items to your cart, then click Continue to Checkout. You’ll receive an order confirmation email—please keep it safe!
Q: Can I order over the phone or WhatsApp?
A: We’re happy to take orders directly however we only make use of messaging platforms at the moment.Feel free to call or message us on WhatsApp or email
Payments & Charges
Q: What payment methods are accepted?
A: We accept all major credit/debit cards and payments through PayPal
Q: Why is there tax on my invoice—and is it refunded if I return an item?
A: Applicable taxes such as VAT are added to your purchase. If you return items, the tax is refunded along with the product price.
Shipping & Delivery
Q: How long does delivery take?
A: Orders are usually shipped within 12–24 days, however definite delivery times are dependent on your location.
Q: Do you offer free shipping?
A: Yes! We offer free delivery on all orders we sell!
Q: What happens if an item is out of stock?
A: Out-of-stock items will be noted on your invoice. We’ll contact you for a suitable replacement or issue a partial refund if needed.
Q: Do you offer international shipping?
A: Currently, we ship within Australia ,We’re working on expanding to more locations soon!
Returns, Refunds & Quality
Q: Can I exchange or return accessories?
A: Unfortunately we only offer full refunds and returns on damaged goods.
Q: What if my item arrives damaged?
A: Please contact us with photos right away—we’ll send a replacement or issue a full refund.
Product Guidance & Safety
Q: How do I choose the correct size for collars, harnesses, or beds?
A: Refer to our handy size guide on each product page. Still unsure? Contact us—we’re happy to assist!
Q: Are your products safe for pets?
A: Yes—we curate only trusted, tested products made from pet-safe materials. Your pet’s safety is our top priority.
Q: How do I clean accessories properly?
A: Most fabric items are machine-washable on a gentle cycle, while leashes, bowls, and gear can be wiped with a damp cloth. Always check product-specific care instructions for best results.
Support & Security
Q: How can I contact customer support?
A: We’re available via WhatsApp, email, and live chat from 8 AM to 11 PM.
Q: How do I know your site is secure?
A: We use HTTPS and trusted payment gateways to protect your personal and payment details.
Q: Do you have any walk-in stores or a Click & Collect option?
A: FurryFluffs is an online-only store, which means we don’t have physical shopfronts. This allows us to keep prices competitive and make shopping more convenient. Because of this, we’re unable to offer in-store pick-up or click & collect services.