Refund & Return Policy
Last updated: October 21, 2026
We want you and your pet to be happy with your purchase. If something is not right, we're here to help.
Damaged, defective or wrong items
If your item arrives damaged, defective or is not what you ordered, email us at fluffbounce.support@gmail.com within 30 days of delivery with:
• Your order number
• A short description of the problem
• Clear photos of the item (and packaging, if damaged)
Once approved, we will send a free replacement or a full refund, at your choice. In most of these cases you will not need to send the item back.
Unopened items
You may return unused, unopened items in their original packaging within 30 days of delivery. Please email fluffbounce.support@gmail.com first to receive return instructions; returns sent without contacting us cannot be processed. For change-of-mind returns, return shipping costs are paid by the customer.
Items we cannot accept
• Used or opened items, unless they are damaged, defective or wrong
• Items returned more than 30 days after delivery
Refunds
Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may take additional time to show the credit.
Lost packages
If tracking shows no progress for 10 business days, or your order has not arrived within 20 business days after shipping, contact us. We will check with the carrier and, if the package is confirmed lost, send a free replacement or a full refund.
If tracking shows "delivered" but you cannot find your package, please check with neighbors and your local post office, then contact us within 7 days. We will open an investigation with the carrier and work with you on a solution.
Cancellations
You can cancel your order for a full refund before it ships. Email fluffbounce.support@gmail.com as soon as possible.