Question 1

Where do you ship to?

Accepted Answer

We ship to the United Kingdom, the United States, the European Union and Australia, plus most of the rest of the world. Local duties may apply for some regions.

Question 2

How long does shipping take?

Accepted Answer

Estimated transit times after dispatch: UK 3–6 business days, EU 4–8, US 5–10, Australia 7–14. Rest of world is typically 10–18 business days.

Question 3

How much is shipping?

Accepted Answer

Shipping is a flat $5.95 USD on orders under $50. Orders over $50 USD ship free to our priority regions (UK, US, EU, Australia).

Question 4

Do you offer tracked shipping?

Accepted Answer

Yes — every order is tracked. You'll get a tracking link in your shipping confirmation email and on the Track Order page.

Question 5

What about customs / duties?

Accepted Answer

Customers outside the store base region may be charged local duties on delivery. Fluffy Coat does not collect duties at checkout for these regions; please check your local rules.

Question 6

Are these products safe for my dog?

Accepted Answer

Yes. Our brushes, towels, and tools are made for pet use — soft silicone bristles, microfibre fabric, and low-vibration motors gentle enough for anxious dogs. They are not medical or veterinary products; if your dog has a known skin or ear condition, consult a vet before use.

Question 7

Are they suitable for puppies?

Accepted Answer

Most of our products are gentle enough for puppies once they're past the very young stage (typically 8 weeks+). The nail grinder is best introduced gradually with low-speed sound exposure first; the bath brush works once your puppy is old enough to bathe.

Question 8

Are products tested on animals?

Accepted Answer

We do not commission animal testing. Our suppliers operate to relevant pet-product safety standards in the regions they ship to.

Question 9

How do I track my order?

Accepted Answer

Use the Track Order page with your order number and the email used at checkout.

Question 10

Can I change or cancel my order?

Accepted Answer

Reach out at hello@fluffycoat.com as soon as possible — we can usually amend orders before they're packed. After dispatch, please use our refund/return process.

Question 11

What payment methods do you accept?

Accepted Answer

Major debit and credit cards via Stripe, plus locally-supported wallets where available (Apple Pay, Google Pay).

Question 12

What's your refund policy?

Accepted Answer

See the Refund Policy for the full detail. Short version: 30 days, unopened products, customer covers return shipping unless the item is faulty.

Question 13

What if my order arrives damaged?

Accepted Answer

Email us within 7 days at hello@fluffycoat.com with your order number and photos. We'll arrange a replacement or refund.

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