Frequently Asked Questions

1. GENERAL QUESTIONS

HOW DO I ORDER?

Go to the item page of the product that you would like to order.
Select the items that you would like to order and click “Add to Cart”
Click "Check Out" button.
In the new page, please fill in your information (Email, Name, Shipping address) and then click "Continue to Shipping Method".
Click "Continue to payment method" on the next screen.
Then fill in your credit card information or use the other payment methods and click "complete order" to finish the transaction.

You will receive order confirmation to your email and once the order has been processed, and we will send you a tracking number for your order, once the carrier company has updated us with your tracking information.

WILL THE LOCKDOWN AFFECT SHIPPING TIMES?
Possibly yes! We will inform all customers if there are any delay of shipping times and will issue full refund if there is any problem of receiving your item. This current world situation might affect the delivery times of carrier companies and your local postal services as they are currently overworked and understaffed across the world. Thank you for your support and understanding during COVID-19.

IS THERE MONEY-BACK GUARANTEE?
Yes, we offer all our products 30 Day Money-Back Guarantee.

HOW CAN I CONTACT YOU?
You can contact us best by emailing at customersupport@officialfloppyfish.com

CAN I CHANGE MY ORDER?
We can only change orders that have not been processed for shipping yet.

Once your order is under the status "preparing for shipping", "shipping" or "delivered", then we cannot accept any edits to your order.

To make changes to your order, please reach out to our customer support by email customersupport@officialfloppyfish.com.

I HAVE ENTERED AN INCORRECT ADDRESS!
If you have misspelled or auto-filled your address incorrectly, simply reply to your order confirmation email and give us the correct information. Notify us immediately via email at customersupport@officialfloppyfish.com
If the address is wrong, we can correct this within 24 hours. :)
However, we can't promise anything as all our items are usually processed immediately after you order and ship out the same day or a few days after. If your order has already entered the shipping process, we won't be able to stop it.

Please make sure to provide the correct shipping address. We will not be held responsible for items shipped to incorrect addresses provided by the buyer. In such cases, the buyer will be responsible for any additional shipping fees incurred to ship to the correct address.

I DIDN'T RECEIVE AN ORDER CONFIRMATION EMAIL
If you haven't received an email confirmation for your order, please check both your email inbox and spam folder.

The most common reason for not receiving the confirmation email is an incorrect email address due to typos or auto-fill errors during the ordering process. If you entered an incorrect email address during the ordering process, send us a message at customersupport@officialfloppyfish.com, and we'll update your contact information.

A valid email address is also needed for receiving shipping updates and for notification when your package is out for delivery.

WHAT IS THE STATUS OF MY ORDER?
Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped and the carrier company has updated us with your tracking information, we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).

WHERE DO YOU SHIP?
We currently ship worldwide.

Our products are shipped from the nearest fulfillment center from your shipping address and home country to assure the fastest shipping time.

We currently have fulfillment centers in the United States, Australia, France, Spain and Italy.

HOW LONG DOES IT TAKE TO SHIP MY ORDER?
Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery. Tracking number will usually become available in 5-7 days, depending how fast your local postal services update us with your tracking information.

Standard shipping time for the countries covered by our delivery partners are presented below. You can find them when choosing for a delivery method before confirming your order:

United States: 1-3 weeks.
Canada: 1-3 weeks.
United Kingdom: 1-3 weeks.
New Zealand: 1-3 weeks.
All European Countries: 1-3 weeks.
Rest of the World: 2-4 weeks.

2. PAYMENT

WHAT PAYMENT METHODS DO YOU ACCEPT?
You can purchase on our website using a debit or credit card. We additionally offer support for Stripe, PayPal, Amazon Pay, Apple Pay, and Google Pay.

You can choose and check the available payment methods checkout.

WHICH CURRENCY WILL I BE CHARGED IN?
We currently only support the following currencies for charging our customers in their local currencies: USD, CAD and EUR.

If your credit or debit card use another currency than USD, CAD or EUR, then you will be charged in USD, CAD or EUR, depending on the website you are on. Your bank will apply the corresponding conversation rate of the currency you choose.

CAN I CANCEL MY ORDER?
You are able to cancel your order with no penalty! You must cancel your order 24 hours after creating it for the cancellation to be applied. If the item has already shipped, please email customersupport@officialfloppyfish.com.

SALES TAX
Sales tax has already been applied to the price of the goods as displayed on the website.

3. SHIPPING

DO YOU SHIP INTERNATIONALLY?
Yes! We ship worldwide for free.
All our products ship worldwide unless said otherwise at the product page.

I JUST PLACED AN ORDER, WHEN WILL IT SHIP?
Please allow 3 - 7 business days of processing and production time for your order to ship out.

HOW LONG IT TAKES TO SHIP MY ORDER?
Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery. Tracking number will usually become available in 5-7 days, depending how fast your local postal services update us with your tracking information. Your order has been shipped and is on its way, even if it takes longer than 5-7 days for your local postal services to update us with the tracking information due to this current world situation.

Standard shipping time for the countries covered by our delivery partners are presented below. You can find them when choosing for a delivery method before confirming your order:

United States: 1-3 weeks.
Canada: 1-3 weeks.
United Kingdom: 1-3 weeks.
New Zealand: 1-3 weeks.
All European Countries: 1-3 weeks.
Rest of the World: 2-4 weeks.

However, you may receive your items much earlier.
Shipping time is based depending on how fast customs clearances takes place, how fast is your local mail delivery service and due to having multiple warehouses overseas.

There are circumstances that are out of control (natural disasters, holidays, weather, etc) that may cause shipping postponements. While most packages will arrive on time, there may be circumstances and delays that our carriers may experience. For this reason, we do not guarantee the exact delivery time; the delivery issue is the responsibility of the shipping company.

Feel free to email us to to check on your order status. We're happy to help.
If your order hasn’t arrived in the estimated delivery times, please contact our support team at customersupport@officialfloppyfish.com

WILL I RECEIVE A TRACKING NUMBER?
We provide tracking number for every order. Tracking number will be available once your product is shipped and the carrier company has updated us with your tracking information. Each individual product may be shipped from different fulfillment centers across the globe as our product research team spends the time to source for quality yet affordable products.

All tracking numbers will be emailed to you as soon as the tracking information becomes available, usually in 5-7 days. Shipping details could take another day or two to be reflected. If you still have not received tracking number for your order after 7 days, please contact our customer support and we will help you.

Sometimes it can take longer for the carrier companies to update us with the tracking number, even when the order has been already shipped. This will not cause any delays to the delivery time. If you still have not received tracking number for your order after 7 days, you can check that the shipping update email has not arrived to your spam folder instead of inbox, and you can also make sure that there are no errors or typos in the email address that you used when you made your purchase.

When you receive your tracking number, if you need help tracking your order you can send us email at customersupport@officialfloppyfish.com.

HOW CAN I TRACK MY PACKAGE?
Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped and the tracking information becomes available, we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).

WHAT IF I'M NOT HOME?
If you're not home, a new delivery will be performed the next day or the delivery partner will reach out to schedule a new delivery date depending on the country and delivery method you choose.

You may also have to go to your local post office to collect your package in case it cannot be delivered to you.

WHAT TO DO IF I STILL HAVE NOT RECEIVED MY ORDER?
Once your order has been sent, you will receive a confirmation email which will advise your estimated delivery date and once the item has been shipped and the tracking information becomes available - you will receive email with your orders tracking number. If your order has not arrived by the estimated delivery date, we're here to help - so please don't hesitate to contact us.

We also suggest that you first check the following reasons:

Input the tracking number to view the up-to-date tracking information and..
Check if we have the correct delivery address for your order and your contact details are up to date.
This is relatively rare, but check if your order is held up in customs, we suggest calling your country's local post office/national post office or customs department directly and ask that they release & deliver your items immediately.
Check to see if you have a delivery card from the carriers. Your parcel may be awaiting collection at a local sorting office or delivery depot, or you may need to arrange re-delivery by calling your country's local post office.
Check with your neighbors to see if they have accepted the parcel on your behalf.

If your order has not arrived in before the estimated 2-3 weeks, and you are certain that it isn't with a neighbor or another member of your household, please contact us by email and we will investigate further and arrange a refund or replacement item to be sent immediately to you.

4. RETURNS

DO YOU ACCEPT RETURNS?
We do accept returns and refunds if they fulfill our Return Policy conditions.
If you have been sent faulty products or it has been broken during the shipment,
please contact our customer support with email at customersupport@officialfloppyfish.com.

WHAT IF I NEED TO RETURN SOMETHING?
Contact us right away and we'll help guide you through the process.

MY ITEM ARRIVED DAMAGED
We do ship every item with extra padding. Despite this, our customers report that around 1 in 1000 products arrives damaged due to mail service mistreatment.

If this happens to you, please contact us with:
- Your order number.
- A picture of the damaged product.
Once received, we'll be happy to send out another free of charge.

HOW LONG DOES IT TAKE TO PROCESS A RETURN?
Returns are confirmed within 14 days of receiving the package at our warehouse.

Once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return.

DISCLAIMER:
Upon purchasing our product, you assume full responsibility for its safe and responsible usage. We disclaim any liability for issues or damages resulting from improper use, especially with larger dogs or pets exhibiting aggressive chewing behaviors.
Your responsibility includes assessing the product's suitability for your pet, supervising playtime, regularly inspecting for wear, and promptly replacing damaged items.
Thank you for your commitment to the well-being of your pet and for using our product responsibly. Always prioritize the well-being of your pet and choose toys that align with their size and play style. We are not liable for consequences resulting from the misuse of our products.

DO YOU OFFER CANCELLATIONS OR REFUNDS?
You may request a cancellation within 24 hours of purchase. Otherwise, you will receive partial refund as we have already started the shipping process. Please understand that once an item ships, the order cannot be cancelled. Please also be sure to thoroughly read our descriptions and processing times.

5. OTHER QUESTIONS

IS THERE A MONEY-GUARANTEE?
Yes, we offer all our products 30 Day Money-Back Guarantee. If you don't have positive experience for ANY reason, we offer 30 Day Money-Back Guarantee and will do whatever it takes to make sure you are 100% satisfied with your purchase and to offer you the best possible service.

There's absolutely ZERO RISK buying from The Official Floppy Fish™ Store - so don't hesitate to send us an email if you need any assistance.

I HAVE A QUESTION THAT WASN'T ANSWERED, CAN YOU PLEASE HELP?
If we still haven't managed to answer your question please feel free to contact us by email at customersupport@officialfloppyfish.com and we will do our best to reply within 24 hours :)