Shipping policy

Shipping & Delivery Policy

At Fluff Happens, we work with trusted suppliers to bring you affordable pet products, accessories, and home finds.

Our products are supplier-shipped and imported. This allows us to offer a wider range of products, but it also means delivery can take longer than standard courier delivery.

Free Delivery

Free delivery is included on eligible orders at checkout.

If a delivery fee applies to a specific order, area, or delivery situation, it will be shown before payment where possible.

Free delivery does not include customs duties, import taxes, clearance fees, remote area surcharges, failed delivery fees, address correction fees, or any other charge applied by a courier, customs authority, or third party, unless clearly stated otherwise at checkout.

Processing Time

Orders are usually processed within 1–3 business days.

Processing time is separate from delivery time.

Processing means that your order is being confirmed, prepared, and sent to the relevant supplier or fulfilment partner. Delivery time begins after your order has been processed and handed over for shipping.

Delivery Time

Delivery times vary depending on the product, supplier, courier movement, customs processing, public holidays, and delivery area.

Because our products are supplier-shipped and imported, please allow up to 9 weeks for delivery after processing.

Delivery dates are estimates and are not guaranteed. We will do our best to assist if your order is delayed or if tracking has not updated within a reasonable time.

Split Deliveries

Some items may be shipped separately if they are fulfilled by different suppliers.

This means products from the same order may arrive in more than one parcel and may arrive at different times.

Remote Areas

Orders to certain remote areas may not be serviceable.

If we cannot deliver to your area, we will contact you and arrange a suitable solution. If delivery cannot be completed, we will cancel the affected order or item and issue a refund for the amount paid for that item.

Delivery Delays

Delays may happen because of supplier processing, courier delays, customs clearance, weather, public holidays, incorrect delivery details, remote area limitations, or events outside our control.

If your parcel is delayed, please contact us at info@fluffhappens.co.za and we will assist where possible.

If an order cannot be delivered within the agreed delivery period, we will handle the matter in line with our Refund Policy and applicable South African consumer protection law.

Tracking Information

Where tracking is available, tracking details will be sent to you once your order has been shipped or once the supplier or courier provides tracking information.

Tracking updates may take time to appear, especially where parcels are moving between suppliers, couriers, customs, or international shipping points.

Customs, Duties & Import Fees

Products may be imported.

If customs duties, taxes, clearance fees, import charges, or similar third-party charges are applied by authorities or couriers and are not already included or collected at checkout, these charges are the customer’s responsibility unless we clearly state otherwise.

We do not control customs decisions, customs delays, customs inspections, or charges applied by customs authorities, couriers, or other third parties.

Incorrect Delivery Information

Please make sure your delivery address, contact number, and email address are correct before placing your order.

We are not responsible for delays or failed deliveries caused by incorrect, incomplete, or outdated delivery information provided by the customer.

If a parcel is returned, delayed, lost, or charged extra fees because incorrect delivery details were provided, we will assist where possible, but additional costs may be for the customer’s account unless the issue was caused by our error.

Lost, Missing or Damaged Parcels

If your parcel appears to be lost, missing, damaged, or delivered incorrectly, please contact us at info@fluffhappens.co.za as soon as possible.

We may ask for supporting information such as photos, tracking screenshots, delivery notices, packaging photos, or confirmation of your delivery details so that we can investigate with the supplier or courier.

We remain committed to helping you resolve delivery issues where an order is delayed, lost, or damaged in transit.

For delivery questions, tracking issues, or shipping support, please contact:

Fluff Happens
info@fluffhappens.co.za
South Africa