Shipping policy

At FloofyPups, we aim to get your order to you as quickly and safely as possible. Please read the details below to understand our shipping process.

1. Processing Time
Most orders are dispatched the same business day. Orders placed before 5pm AEST on a business day are dispatched that day. Orders placed after 5pm AEST, or on weekends and public holidays, are dispatched the next business day.

2. Shipping Times & Methods
We offer standard and/or express delivery options depending on your location.
Estimated delivery times after dispatch:
Australia: 2–10 business days
International: 2–15 business days

Please note that during peak periods (such as sales events and the Christmas season) couriers experience higher volumes, and delivery may take longer than these estimates. Delays caused by couriers, customs processing, postal disruptions, weather events or other circumstances outside our control are not something we can prevent, but our team will always help you track down your order.

To provide the fastest and most efficient delivery times for our international customers, FloofyPups works with a network of trusted third-party logistics (3PL) warehouses located overseas.
Depending on your delivery address, product availability, and stock location, your order may be fulfilled and shipped from one of our international 3PL warehouses rather than directly from Australia. This allows us to hold inventory closer to our customers and reduce overall delivery times where possible.
If your order contains multiple products, items may occasionally be shipped from different fulfilment locations and arrive in separate packages or at slightly different times.

3. Tracking Your Order
Once your order has been shipped, you will receive a shipping confirmation email containing your tracking information so you can follow your order's journey.
Tracking information may take a short period of time to update after your order has been dispatched.

4. Shipping Fees
We offer free standard shipping on every order. Express shipping, where available, is shown at checkout with its cost.
Where applicable, customs duties, import taxes, tariffs, or other charges imposed by the destination country are the responsibility of the customer unless otherwise stated at checkout.

5. Incorrect Address or Delivery Issues
Please ensure your delivery address is complete and correct before placing your order.
FloofyPups is not responsible for packages that are lost, delayed, or returned as a result of an incorrect or incomplete address provided by the customer.
If a package is returned due to an incorrect or incomplete address, the customer may be responsible for any additional re-shipping costs.
Once an order has been marked as "delivered" by the courier, FloofyPups is generally unable to accept responsibility for loss or theft occurring after delivery. We recommend monitoring your tracking information and arranging a secure delivery location where possible.
If your tracking shows that your order has been delivered but you cannot locate it, please:
- Check with neighbours, household members, building reception, or property management.
- Check around your property, including porches, side doors, mailrooms, parcel lockers, and other safe-drop locations.
- Contact the courier directly and request a delivery investigation where appropriate.
Where a courier has confirmed successful delivery, we may be unable to provide a refund or replacement. However, our customer support team will be happy to assist by providing tracking information or relevant courier details.
Your satisfaction matters to us, and we appreciate your understanding.

6. Damaged or Lost Packages
If your order arrives damaged, please contact us as soon as possible (ideally within 7 days of delivery) and provide clear photographs of the damaged item and packaging so we can assess the issue and assist you.
If your package appears to have been lost while in transit, please contact us and we will work with the relevant shipping carrier or logistics provider to investigate.

7. Contact Us
If you have any questions about your order or our shipping policy, please contact us at:
📧 support@floofypups.com