Frequently Asked Questions
Ordering & Payment
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Shop Pay, Apple Pay, Google Pay, and PayPal. All transactions are securely processed through Shopify Payments.
Do you have a discount code for first-time customers?
Yes! Use code FLUFFY10 at checkout for 10% off your first order.
Is my payment information secure?
Absolutely. Our store uses SSL encryption and PCI-compliant payment processing to keep your information safe.
Shipping & Delivery
Do you offer free shipping?
Yes! We offer free standard shipping on all orders over $45 within Canada.
How long does shipping take?
Standard shipping within Canada takes 5-10 business days. Orders to the United States typically take 7-14 business days. Processing time is 1-2 business days.
Do you ship internationally?
We primarily ship within Canada and the United States. International shipping may be available to select destinations. Please note that international orders may be subject to customs duties and taxes.
How can I track my order?
Once your order ships, you will receive a confirmation email with a tracking number. You can use this number to track your package through the carrier's website.
Returns & Refunds
What is your return policy?
We offer a 30-day hassle-free return policy. Items must be unused, in their original packaging, and in the same condition you received them. Visit our Return Policy page for full details.
How do I start a return?
Contact us at hello@fluffygarden.com with your order number and reason for return. We will provide return instructions and a shipping label.
When will I receive my refund?
Refunds are processed within 5-7 business days after we receive your returned item. The refund will be applied to your original payment method.
Products
Are your products safe for pets?
Yes! Every product in our store is hand-picked for quality, safety, and your pet's happiness. We only carry items made with pet-safe, non-toxic ingredients and materials.
Where do your products come from?
We source our products from trusted suppliers and brands that meet our strict quality standards. All products are inspected and verified before being offered in our store.
A product I want is out of stock. Will it come back?
We regularly restock popular items. Contact us at hello@fluffygarden.com and we will let you know when the item becomes available again.
Contact Us
How can I reach customer support?
Email us at hello@fluffygarden.com or use our Contact page. We typically respond within 24 hours.
Do you have a physical store?
Fluffy Garden is an online-only pet boutique based in Milton, Ontario, Canada. We ship across Canada and to the United States.