Frequently Asked Questions

Have your Floofy gifts delivered anywhere within Australia! All domestic orders over $49 AUD qualify for free shipping.

From New Zealand ? Enjoy free shipping for orders over $89!

For pups abroad, we’ll also ship internationally to any location accessible by major carriers. Enjoy free shipping worldwide for orders over $149 AUD! Pawlease note for international orders, associated import fees may apply.

Floofy offers free standard shipping on all domestic orders over $49 AUD! For any domestic orders under $49 AUD, a standard $10 AUD shipping fee applies.

For our New Zealand furends, enjoy free shipping for orders over $89. For orders. to New Zealand under $89, a standard $20 shipping fee applies.

Having your order shipped outside Australia or New Zealand? Enjoy free shipping worldwide for orders over $149 AUD! For any orders of lesser value, your shipping costs will be calculated at checkout and may vary depending on location. Pawlease note for international orders, associated import fees may apply.

We’ll pack your pawsome goodies as soon as possible and once your order is dispatched, our team will send you the tracking information.

Australian standard shipping typically delivers within 2-7 business days (depending on your location).

International orders are shipped using a standard international service, which typically delivers within 6-28 business days (depending on your location).

Unfortunately our courier service only offers door to door delivery and cannot deliver to a PO Box or Parcel Locker.

We all make mistakes! If you’ve provided the wrong shipping address, please contact us here as soon as pawssible.

We pack and ship things pretty quickly at Floofy HQ, but if we can catch it in time, we can update or cancel your order. To make a change, please reach out to the Floofy fam as soon as possible. You can contact our friendly team here.

Tail-wagging by the window? The anticipation becoming too much? We get it. Once your order ships you’ll receive an email notification, which will provide a link to your order’s tracking details. Occasionally the carrier takes 1-2 business days to provide tracking information, so please bear with us. If you have any questions, pawlease reach out to our Floofy fam here.

We’re big planet people and are trying to do our part (where possible) to minimise our usage of single-use products and packaging. As a result, we’ve opted to email your receipt instead of print it. If you’d like a copy of your order and proof of transaction, simply log into your Floofy account to view your order history.

Unused and unworn items, not sold in a clearance sale, can be returned for a refund within 30 days. Please refer to our full returns and exchanges policy here.

It's easy to organise a return! Head over to this link to submit your return online.

Once we’ve received your item and it’s been both inspected and tail-wag approved, we will notify you and process your refund. Your refund will be applied to your original method of payment, which may take a few days depending on your bank’s processing times.

If it’s been 30 days but you’re within our 1-year warranty period and have an issue with your order, get in touch with us here.

We’re making exchanges as easy as possible! Any unused and unworn items, not sold in a clearance sale, can be exchanged within 30 days. Please refer to our full returns and exchanges policy here.

It's easy to organise an exchange! Head over to this link to submit your return online.

Once we’ve received your item and it’s been both inspected and tail-wag approved, we’ll organise a new size and colour to be sent back to your best address. Pawlease note, shipping costs may apply.

We do not offer reimbursement for shipping costs for returns or exchanges. We will, however, cover shipping costs in the event of a faulty product or an incorrect item being sent.

We’ve worked very hard to create a sustainable and long-lasting set of doggo essentials. That’s why products from our Signature collection are protected with a one-year warranty, excluding wear and tear.

We understand the temptation for pups to chew on their new accessories. Unfortunately, this is not considered a part of regular wear and tear and is not a defect on our part.

Goods are classified as faulty if they are not of satisfactory quality, fit for purpose or not as described. Pawlease note that items damaged due to normal wear and tear, accident or through misuse will not be considered faulty and Floofy has the right to refuse a refund under these circumstances.

If you think you’ve received a faulty item, please submit a return request here within 5 working days of receipt along with your order number and images of the faulty goods so we can resolve your issue ASAP. 

Returned items can take up to 2 weeks to reach Floofy HQ, and sometimes even longer for our global furends. Your refund or exchange will be processed within 2 working days once Theodore and our team have inspected the items. For any exchanged items, please keep an eye out for new tracking information.

We want to make sure your Floofy purchase fits your pooch perfectly! Each product page has its own size chart, which can be found just above the size and colour selector. There you’ll find detailed instructions and images on the best ways to accurately measure your pooch.

We’ll happily exchange it for you! The items must be unused, unworn, not sold in a clearance sale and returned for exchange within 30 days of receipt. Please refer to our full returns and exchanges policy here.

To organise an exchange, head over to this link to submit your return online.

Once we receive your item and it has been both inspected and tail-wag approved, we’ll organise a new size or colour to be sent back to your best address. Pawlease note, shipping costs may apply.

We accept payment from the following debit/credit cards - American Express, Discover, VISA and Mastercard. Alternative methods of payment include PayPal, Apple Pay, Google Pay, Afterpay and Zip.

You can check out with almost any currency you like! To switch the currency on our website, simply select your location in our main menu.

Code not behaving? We love a list, so please run through the one below. If you’ve ticked everything off and the code still doesn’t work, reach out to the Floofy fam here:

✅  Ensure you’ve entered the code exactly as it appears (all our codes are cAsE sEnSiTiVe).

✅  Check the fine print to ensure the code is eligible for use on the products in your cart, noting most discount codes are not eligible on sale or already discounted items.

✅  Pawlease also check the expiry date.

We only accept one discount/promotional code per order, so we recommend you choose your best and make like a pup who’s just jumped the fence and run with it!

We’ve all been there! We suggest resetting your password if you are unable to log into your account. If this still doesn’t work, please reach out here, and we’ll try to help you log back in.

No, you can check out as a guest if you prefer. However, if you would like to keep track of previous and current orders then we think it’s a good idea to set up an account (it’s easy, we swear!).

Absolutely! You can read our privacy policy here.

We certainly do! Please email blake.moseley@floofy.co for more information.

To show our appreciation for all your support of our small business, we’d like to reward you! By joining our rewards program, you’ll be treated for every single purchase…even sale items! 

Different actions will earn you points and you can turn these into pawsome rewards. Points are earned in many ways, including following us on Instagram and Facebook, creating a Floofy account, buying products and reviewing them. For more information on our rewards program, head here.

Our points transfer directly into monetary coupons! For more information on Floofy rewards, check out this page.

Nope! They’re yours to keep and use as you please.

Yes you do. Your rewards coupon is only active for a one time use, so make sure you fill your shopping cart up and redeem all that free cashola… no one wants that $$$ going to waste!

Unlike sale or referral coupon codes that usually come with a minimum order value, Floofy’s reward coupons can be used on any purchase amount. It’s your money to use as you pawlease.

We’ve made it super easy and rewarding to refer your friends to Floofy. By sharing your unique referral URL, they’ll automatically get $20 AUD to spend online (with a minimum purchase amount of $75 AUD).
As soon as your pal makes their first order, you’ll also be sent $20 AUD to spend at Floofy (with a minimum purchase amount of $75 AUD). 

Is the sky purple? Well…sometimes. But our answer is no! Share the love, reward your friends and reap the benefits of endless $20 AUD discount coupon codes.

Our individual product pages have plenty of useful information including photos, features, care instructions and size guides. Still have questions? Reach out to our team here and we’ll provide answers (and perhaps a few pics of our pups).

All of our products are 100% vegan and cruelty free! The only testing we do on our four-legged furends is for wear and tear, to ensure our products are built to last. Our pups generally enjoy this process, because it involves WALKIES (and possibly some treats).

Having a doggo gets messy, which is why all of our items are designed for easy cleaning. In general, a quick hand wash with some gentle soap should do the trick, however more detailed care instructions are listed on each product page.

As with many materials, metal hardware may scratch and tarnish over time. We recommend avoiding water contact (especially salt water – we see you beach goers) as this will corrode your beautiful hardware.

For now, you can find Floofy products exclusively through our website. Follow us on social media for announcements of exciting retail partnerships, coming very soon!

Currently we manufacture our products in China, taking great care to choose partners who share our Floofy values. This means prioritising quality, worker safety, fair wages and benefits, while minimising the environmental impact.

As our business grows, and when it becomes financially viable, we aim to bring manufacturing on-shore to Australia, supporting our local economy 🇦🇺 .

We’re always working on new products, but as with any groundbreaking invention, they’re our little secret. Sign up to our mailing list to be the first-in-line for updates!

If you’re obsessed with dogs as much as we are, or already a pup-influencer and want to join our Floofpack, you can register to become an ambassador here. We’ll typically get back to you within 2 business days and let you know if your application is successful.

We’re all about sharing the love at Floofy, and that’s why you’ll receive 10% commission* from every order purchased using your coupon code.
^{*Commission excludes shipping and GST charges.}

That one’s easy! Simply log into your Floofy account on our main website. Within your account you’ll see the ambassador dashboard, showing all of the sweet sweet money you’ve earned.

As soon as your commission sum is over $50 AUD, you can withdraw it in cold hard cash! Commission will be available 45 days after the date of the initial transaction to account for potential customer returns.

At Floofy, it’s important we give back to our furry friends and their families. We take pride in our strong social conscience and enjoy doing what we can to make the world a better place for our furends.

We’ve teamed up with the RSPCA, donating a portion of every sale to help animals in need, including the investment in shelters, veterinary hospitals and animal ambulance clinics. This direct care makes a difference for vulnerable animals who need our help now, from life-saving surgeries to safe housing.

You can read more about our partnership here.

We donate $1 of every Floofy purchase to the RSPCA (including sale items!).

We’ve made it easy for all customers to help the RSPCA via Floofy with the option to round up your purchase at check-out. All proceeds from this avenue will go directly to the RSPCA.