Refund policy

30-day returns

We want you and your pet to be happy with your order. You can request a return or refund within 30 days of delivery.

Damaged, defective, wrong, or missing items

If your item arrives damaged or defective, or you received the wrong item, email us at support@fluffballclub.com within 30 days of delivery with your order number and a photo of the issue. We will send a free replacement or issue a full refund — you do not need to send the item back.

Changed your mind?

Unused items in their original condition and packaging can be returned within 30 days of delivery. Email us first at support@fluffballclub.com with your order number — we will reply with return instructions and the return address. Items sent back without contacting us first may not be accepted. Return shipping costs are paid by the customer. Once we receive and inspect the item, we will refund the item price.

Items we cannot accept back

• Items that have been used, worn, or chewed by a pet
• Opened hygiene and grooming products (such as poop bags, brushes, combs, and lick mats)
• Gift cards

Lost packages

If your tracking has not updated for 10 days, or your order has not arrived within 30 days of shipping, contact us and we will send a replacement or a full refund.

Refund timing

Approved refunds are issued to your original payment method. Depending on your bank, it can take 5–10 business days for the refund to appear.

Questions? Email us at support@fluffballclub.com. You can also call or text us at (413) 285-3933.