Indoor Pet House | The Perfect Cosy Dog & Cat Kennel for Home Use

Thank you for visiting and shopping at  Fluffy Friends. The following are the terms and conditions that constitute our Shipping Policy.

Shipping Destinations

Fluffy Friends. currently ships exclusively to the United Kindom.

Processing Your Order (Handling Time)

All orders placed with Fluffy Friends. are processed within 1-5 business days. Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional transit days for delivery. If there will be a significant delay in the shipment of your order, we will contact you via email at info@fluffynfriends.com

Shipping Times (Transit Time)

Once your order has been processed and shipped, the estimated transit time for delivery is 6-9 business days. Please note that these are estimates and actual delivery times may vary due to factors outside of our control, such as carrier delays or unforeseen circumstances.

Shipping Costs

Fluffy Friends. offers Free Shipping on all orders to the United Kindom.

Shipping Carriers

We partner with Royal Mail for all our shipments to ensure reliable and efficient delivery of your products.

Order Cut-off Time

The daily order cut-off time for processing orders is 11 PM (GMT+00:00) Greenwich Mean Time (London). Orders placed after this time will be processed on the next business day.

Tracking Your Order

Once your order has shipped, you will receive a Shipment Confirmation email containing your tracking number(s). The tracking number will be active within 24 hours.

Damages

Fluffy Friends is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filing a claim.

At Fluffy Friends, your satisfaction is our priority. We understand that sometimes an item may not be exactly what you expected. This policy outlines the conditions and procedures for returns and refunds.

1. 14-Day Return Window

We offer a 14-day return policy, which means you have 14 days after receiving your item to request a return. To be eligible for a return, your item must be in the same condition that you received it: new, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

2. How to Initiate a Return

To start a return, please contact us at info@fluffynfriends.com If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@fluffynfriends.com

3. Return Shipping

The customer is responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. We recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

4. Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

5. Exceptions / Non-Returnable Items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

6. Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

7. Refunds

Once your return is received and inspected, we will notify you if the refund was approved or not. If approved, your refund will be processed to your original payment method within 10 business days. There are no restocking fees for returns.

Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return and you haven't received your refund, please contact us at info@fluffynfriends.com