Shipping policy
MrFluffyFriend Shipping Policy
At MrFluffyFriend, we know that waiting for your pet's next favourite product can be the hardest part. That’s why we work hard to get your order to you quickly, safely, and with as little stress as possible - just like our products do for your pet.
Below you’ll find all the details about how we ship, how you can track your order, and what to expect.
1) Shipping Costs & Methods
We offer free shipping on all orders - no hidden fees, no surprises. Every shipment includes tracking information delivered straight to your email. If you don't see it, be sure to check your spam folder. You can also track your order anytime on our website here using your order number that you find in your order confirmation.
We use a network of trusted courier services, selected based on your location to ensure reliable delivery. Please note that shipping to PO Boxes or remote addresses may take longer.
2) Processing Time & Delivery Estimates
Orders are typically processed within 1 business day.
Shipping times are currently longer than usual. On average, you can expect your order to arrive within 4-10 business days. We assure you that we're doing everything possible to have your order delivered as soon as possible. With this in mind we assure you that the period of the 30-day money-back guarantee does not start until your items have been delivered to you.
If your tracking hasn’t updated in a few days - don’t worry! Carriers sometimes have update delays, especially during busy periods. It’s common for tracking to update every 24-48 hours. If your tracking hasn’t moved in 5 business days, feel free to contact our support team. We’re happy to take a look and help you out.
3) Order Updates & Communication
We want you to feel informed every step of the way. After placing an order, you’ll receive a confirmation email, followed by shipping updates and delivery alerts as your package makes its way to you.
If you haven’t received any emails from us, please check your spam or promotions folder - especially if this is your first time ordering from MrFluffyFriend. Still nothing? Reach out to info@mrfluffyfriend.co.uk.
4) Delivery Confirmation & Responsibility
We consider an order delivered once our shipping partner confirms successful delivery to the address provided at checkout. If your order is marked as delivered but you cannot locate it:
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Check with household members or neighbors
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Look around your delivery area (porches, mailboxes, etc.)
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Contact the courier with your tracking number
Still no luck? Reach out to us at info@mrfluffyfriend.co.uk and we’ll do our best to help locate your fluffy parcel.
5) Lost, Damaged, or Missing Items
If your order arrives significantly damaged or is missing items, please contact us within 7 days of delivery at info@mrfluffyfriend.co.uk.
To help us investigate, include:
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Your order number
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Clear photos or video of the item(s) and packaging
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A description of the issue
If confirmed by our team, we may offer a replacement, refund, or other resolution at no additional cost. We reserve the right to request return of the item before issuing a resolution. Read more about this in our Refund Policy here.
6) Address Issues & Undeliverable Packages
Please ensure your shipping address is correct at checkout. If you need to make a change, contact us as soon as possible after placing your order. Once your order is processed or in transit, we can no longer update the address.
If a package cannot be delivered due to an incorrect address provided by the customer, we are not responsible for loss or delay. However, we’ll always try to assist in rerouting or resending where possible.
If a package is refused by the customer upon delivery, it may be returned by the courier to the original sender or held temporarily at a logistics facility. However, this does not qualify as a cancellation or automatic return. In most cases, the courier will attempt redelivery or send the package back to the customer.
If you still wish to return the item, it must be done through our Return Policy, which includes specific return instructions and a separate return address. Repeated refusal or misdirection of packages may result in additional costs and is the responsibility of the customer. Refunds will only be issued once the return is successfully completed through the proper channels as per our Return Policy.
7) Cancellations
If you change your mind, you can request to cancel your order within 4 hours of purchase. We’ll do everything we can to help - but please keep in mind that our systems move quickly to prepare and process your orders.
Once an order has entered our fulfillment process, we may not be able to stop it in time, even if it hasn’t shipped yet. That said, our support team is always happy to check the status for you and offer the best next step. Just email us at info@mrfluffyfriend.co.uk as soon as possible.
If we're unable to cancel your order before fulfilment or shipment, don't worry - you can still return your item after it has been delivered.
For customers in the EU and UK, your statutory right to cancel remains unaffected. You are entitled to withdraw from your purchase within 14 days of receiving the item, provided the item is returned in line with our Return Policy. As part of our commitment to customer happiness, we also offer a 30-day return window, giving you extra flexibility beyond the legal minimum. You can find all return instructions and conditions in our Return Policy.
8) Customs, Duties & Taxes (if applicable)
All applicable import duties are typically prepaid by MrFluffyFriend. However, in rare cases where additional charges occur at delivery, these are the customer’s responsibility. If you encounter an unexpected fee, contact us - we’ll do our best to help resolve it.
9) Unexpected Delays & Force Majeur
We always do our best to deliver on time, but certain circumstances may be outside our control. MrFluffyFriend is not responsible for delays or delivery failures caused by events such as natural disasters, extreme weather conditions, transportation interruptions, labor strikes, or other unforeseen disruptions beyond our reasonable control.
Questions?
Our customer support team is available 7 days a week to help with any questions, concerns, or pet-related excitement. Just email info@mrfluffyfriend.co.uk or use our contact form.