Frequently Asked Questions
The questions below are the ones the counter actually gets asked.
How long will my order take?
Packing takes 1–2 business days and carrier transit 3–7 business days, so most orders land in 4–9 business days. Tracking is emailed at the first scan.
How much is shipping?
Free on US orders of $59.00 or more; below that, a flat $8.99.
Do you ship outside the United States?
No. US addresses only, including Alaska, Hawaii and the territories our carrier reaches.
Can I collect my order from the shop?
Web orders are shipped rather than held for collection. To buy in person, come to 7401 3rd Ave, Brooklyn, NY 11209, United States during opening hours (Open Mon–Fri: 11:00–20:00 | Saturday: 09:00–20:00 | Sunday: 12:00–20:00) and buy across the counter.
What can I pay with?
Checkout accepts Pay with cards and more, Card, WeChat Pay, Airwallex – Express Checkout, Klarna and Afterpay. Card details are handled by the payment provider and never stored here.
Can I return something?
Yes, unused goods within 30 days of delivery. If the mistake was ours we pay the return postage. Full detail on the returns page.
How quickly are refunds issued?
We issue the refund within 5–7 business days of the return arriving. Your bank then takes its own day or two to display it.
Can I cancel an order?
Yes, before it is picked — usually within about 12 hours on a business day. After dispatch it becomes a return.
Is my card safe?
The card form belongs to our PCI DSS compliant payment provider. This website never sees a full card number.
How do I reach a person?
Email [email protected] for a reply within 1 business day, or call (718) 491-1399 during shop hours (Open Mon–Fri: 11:00–20:00 | Saturday: 09:00–20:00 | Sunday: 12:00–20:00).
Still stuck?
Fluffy Paws Pet Supplies & Grooming
7401 3rd Ave, Brooklyn, NY 11209, United States
Phone: (718) 491-1399
Email: [email protected]
Hours: Open Mon–Fri: 11:00–20:00 | Saturday: 09:00–20:00 | Sunday: 12:00–20:00