Shipping and delivery
We are proud to offer international shipping services that currently operate in over 200 countries and islands worldwide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse in China will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Location |
*Estimated Shipping Time |
| United States |
10-30 Business days |
| Canada, Europe |
10-30 Business days |
| Australia, New Zealand |
10-30 Business days |
| Central & South America |
15-30 Business days |
| Asia |
10-20 Business days |
| Africa |
15-45 Business days |
*This doesn’t include our 2-5 day processing time.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says "no information available at the moment".
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you have specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
Refunds & returns policy
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- You do not receive them within the guaranteed time (45 days not including 2-5 day processing)
- You receive the wrong item
- You do not want the product you have received (but you must return the item at your expense and the item must be unused)
We do not issue the refund if:
- Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- Your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster)
- Other exceptional circumstances outside the control of thefluffypaws.shop
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. You can do it by sending a message on page.
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
Nice clean feel, no sulfates
Happy with this product. Hair is noticeably more “lively.”
I liked that it made my hair soft.
Promise! This really works. My hair is growing back within a month. Crazy..
Feels like this conditioner nourishes my hair
I noticed a difference right away using this product.Since I wash my hair everyday, I need a conditioner to balance what I’m missing.
It smells nice and works well. The bottle is small for a conditioner but it works well.
Great stuff, gives your head a super cool tingly feeling. Scent isn’t too strong, more just right 🤘
Terrific product. Smells refreshing, tingly on scalp, not too thick and not too thin in consistency. I will definitely be buying again in the future and try their shampoo
I have only used the product a few days but I really like it. My scalp seems less stressed and my hair is definitely softer. So far so good!
it’s lightweight but has been keeping my hair soft and shiny. the scent is nice without being too overpowering.
Overall I would recommend this product. I definitely can feel that my hair is stronger and feels thicker and fuller.
I wish there was a bigger bottle. I would buy two, overall, the conditioner is pretty good and keeps my hair soft the whole day.
The conditioner leaves my hair feeling soft, stronger, thicker, and clean. I’ve used it a few times a week and love the feeling I get after using it.
For a product at this high of quality, for this reasonable price, I will absolutely continue to buy. My hair feels better already
Really enjoying this product so far – my hair feels softer than ever and it smells great. My only complaint is that my girlfriend keeps trying to steal it from me!
I tried 3 conditioners in that time and this one is by far the best. It has the qualities and ingredients I’m looking for but is not girly. It really smells great. Leaves my hair feeling clean and moisturized.
The conditioner works amazing! My hair feels and looks stronger and I haven’t even been using it for a week. Highly recommend it! I use several Lumin products and for me personally, they’ve been outstanding