How ordering works

Fluffovia is a curated pet store. We are not a manufacturer and we do not run a warehouse full of stock. Here is exactly what happens between you placing an order and the product arriving at your door.

The four steps

You place an order

You choose an item on this site and place your order. At this point you have told us what you want and we have agreed a price with you. The sale itself has not completed yet.

We acquire the item

We buy that item from our supplier. It becomes genuinely ours, at our cost and our risk, before we sell it on to you. This is the step most online stores skip.

The sale completes

Once the item belongs to Fluffovia, the sale between you and us completes and the item is dispatched to your address with tracking.

It arrives

Most orders arrive 4 to 20 business days after dispatch, because your item ships internationally. Delivery times are estimates and are not guaranteed. You get a tracking number by email as soon as it is dispatched.

Why we do it this way

We do not want to sell you something we do not yet own. Our process is built so that Fluffovia takes real ownership of an item, and carries the risk on it, before the sale to you completes. That is why there is an acquire step between your order and our sale, rather than passing your order straight through to a supplier and never touching the goods.

This is a deliberate choice about how we run the business, and it is the reason our dispatch can take a little longer than a store selling from its own shelves. We think that trade off is worth it.

This page describes our own process and our own intention. It is not religious advice, and we would encourage you to look into it yourself if this matters to you.

What this means for you

A few practical consequences of ordering this way.

Orders are usually processed and dispatched within 1 to 3 business days, and we will tell you if an item is going to take longer.

If we cannot obtain the item you ordered, we cancel the order and refund you in full. You are never charged for something we could not supply.

You can cancel any order at no cost up until the point it is dispatched. Just email us.

Your 30 day return window and your rights under Australian Consumer Law apply exactly as they would with any other Australian retailer.

Questions

If anything here is unclear, or you want to know where a specific product is sourced from before you order, email support@fluffovia.com and we will tell you.

Tracked delivery to your door

Most orders arrive 4 to 20 business days after dispatch. Estimates only, never guaranteed.

Secure checkout

Your details are encrypted, and your account is protected by email verification.

30 day returns