Complaints handling policy

Last updated 14 September 2026. This page is reviewed periodically; if anything here is unclear, ask us before you order.

We are committed to dealing with complaints efficiently and fairly. Most complaints are a delivery that has not arrived or a product that is not what was expected, and both are usually sorted the same week.

How to complain

Email theteam@fluffee.net. Put your order number in the subject line, tell us what happened and what you would like to happen, and give us as much relevant detail as you can. A photograph helps where the problem is with the product itself.

What we do with it

• We acknowledge it within one business day and pass it to the right person.
• We answer within five working days, setting out what we checked and a fair remedy, or tell you why it needs longer and when to expect a decision.
• If we got it wrong, we say so and put it right.

Your information

We keep a record of every complaint and its outcome so we can fix what keeps going wrong. That record is handled under our privacy policy.

If we cannot agree

You can take a consumer claim to the small claims court of your province or territory, which handles claims without needing a lawyer, or raise it with your provincial consumer protection office. The Competition Bureau at competition-bureau.canada.ca deals with false or misleading representations. Nothing in this policy affects your rights under your province's consumer protection law.

Who you are dealing with

Fluffee Company Canada, a division of Caruso Consulting Co Ltd, 240 Richmond St W, Toronto, ON M5V 1V6, Canada.