FAQs

Got questions? We’ve answered the most common ones below so you know what to expect before placing your order. If you still need help, contact us at info@fluffhappens.co.za and we’ll do our best to assist.

Can I change my order after placing it?

Please contact us as soon as possible at info@fluffhappens.co.za.

If your order has not yet been processed or sent to the supplier, we may be able to help. Once an order has been processed, packed, dispatched, or sent to the supplier, changes may no longer be possible.

Are payments secure?

Yes. Payments are processed through PayFast. Card payments are handled through PayFast’s PCI DSS Level 1 compliant payment environment.

Can I cancel my order?

Orders can only be cancelled if they have not yet been processed or sent to the supplier. Once processing has started, cancellation may no longer be possible and the order may need to be handled according to our Returns & Refunds policy.

How long does delivery take?

Some items may take 4–9 weeks after processing to arrive.

Fluff Happens includes selected imported products, which means delivery times can vary depending on the item, supplier, courier movement, customs processing, and other delays outside our control.

Please order early if your item is needed for a specific date, gift, event, or special occasion.

Why can delivery take 4–9 weeks?

Our products are sourced from international suppliers. This allows us to offer a wider range of pet products, but it also means delivery can take longer than local courier delivery.

Will all items take 4–9 weeks?

Not always. Some items may arrive sooner, but customers should plan for the full delivery window when ordering.

If your order is time-sensitive, please order early.

Do you offer free delivery?

For our launch offer, delivery is included on eligible orders unless otherwise shown at checkout.

How do I track my order?

Once tracking details are available, they will be shared with you. You can also use the Track Your Order page on our website if tracking is available for your order.

Why is my tracking not updating?

Tracking can take time to update, especially with imported items or when parcels move between courier networks. A delay in tracking updates does not always mean the parcel has stopped moving.

If your tracking has not updated for an unusually long time, contact us at info@fluffhappens.co.za with your order number.

I entered the wrong delivery address. What should I do?

If your order has not yet been processed, we may be able to update the address. Once the order has been processed or dispatched, address changes may no longer be possible.

Can I return an item?

Returns are handled according to our Returns & Refunds policy.

Please contact us first before sending anything back. Items sent back without contacting us may not be accepted.

What if my item arrives damaged or incorrect?

Please contact us as soon as possible at info@fluffhappens.co.za with:

Your order number
Photos of the item received
Photos of the packaging
A short explanation of the issue

We will review the issue and advise the next step.

When will I receive my refund?

Refunds are reviewed according to our Returns & Refunds policy. If a refund is approved, processing times may depend on the payment provider and your bank.

Are products suitable for every pet?

No product is suitable for every pet. Please choose items based on your pet’s size, age, behaviour, and needs. Always supervise pets with new toys, accessories, bedding, feeding items, or habitat products.

When will I receive a reply?

We aim to respond as soon as possible. Response times may vary during busy periods, weekends, or public holidays.

Does Fluff Happens support animal welfare?

Yes. Fluff Happens was created with a love for pets and a desire to support animals in need.

As the business grows, we plan to support animal welfare causes in a clear and responsible way. Any confirmed donation updates will be shared once details are finalised.