Policies

Commissions

Full payment is due at time of order before any work begins. Quoted commission price includes design time for your project. Since each project can be vastly different in complexity, this price is going to range. The design time will include: the initial design, and two rounds of revisions (any additional edits may incur charges). Customer is responsible for proofreading design for spelling, dates, and other information included in design.

Price quotes are based on described project and estimated quantities; if final project is significantly different, additional fees may apply.

Customized Orders

Customizing one of our items beyond the standard shop options works very similarly to our commissions process. The price of customization will depend on what aspect is being customized, and how much design time and material(s) that will add to the standard process. Refer to our Commissions page and policies for further information.

All items are handcrafted and customized with care, therefore we don’t usually accept returns or exchanges on Commissioned and Customized Orders unless the fault was ours. If there is a problem with your order, you must contact us. We will discuss if there are any issues, as described under the Warranty section below, and determine if any redress is appropriate. You will be informed of your redress option(s) for your situation.

RETURNS

Returns must be initiated by the purchaser within 30 days of purchase. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. Commissioned and Customized Orders have their own policy (see above).
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. Customer is responsible for return shipping, unless due to defect in product.

To complete your return, please contact us via email to make arrangements. We do not accept "forced returns," or a return without previous communication.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days (determined by your financial institution). Refunds only include the amount for the item(s) purchased, and does not include the original shipping cost.

We do not offer returns or refunds for digital file purchases.

EXCHANGES

We only replace items if they are defective or damaged by a fault of ours. If you need to exchange it for the same item, send us an email at contact@flufflefamilycreations.com and send your item to: 11 Bonney Rd., Sumner, ME 04292. Exchanges will not be processed without prior email contact.

SALE ITEMS

Only regular priced items may be refunded, sale items are final and cannot be returned. We are unable to offer price adjustments for items in completed orders.

SHIPPING

Orders that qualify for free shipping will be sent via Fluffle Family Creations' chosen mail class. If you require a specific or expedited shipping, there will be additional charges.

We are not responsible for shipments to incorrect addresses. Customer is responsible for ensuring shipping address is correct at time of order. If a package is returned for insufficient address or similar reason, the buyer is responsible for shipping costs to resend. Force returned orders will not be refunded.

To return your product, please email us at contact@flufflefamilycreations.com and you should mail your product to: 11 Bonney Rd., Sumner, ME 04292. Return/exchange shipments will not be processed without prior email contact.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

We recommend you consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Privacy
Fluffle Family Creations does not sell your information to any 3rd party sources. When you order a customized item, if there is identifiable information on that project, we will ask for your permission to use photos of it for advertising and marketing purposes. Your choice does not effect your project or price in any way.