Choose the kind of order first. For personal help, email info@thefluffyfam.com with the Shopify order number and checkout email. We usually reply within 1 business day, Monday–Friday.
My custom movie
Choose how to begin, send the brief and optional references, follow approval and production, review the movie and receive the final MP4.
Merchandise or keepsake
Check sizing, production time, parcel tracking, delivery issues and returns.
Quick answers
Do I need an idea, character name or image before checkout?
No. Choose Create everything for me, or Build from my direction. Your idea, character or project name, and reference image are optional. A reference can be uploaded on the product page or sent after checkout.
What physical item comes with Custom Story?
Choose one included 11 oz personalized mug, 8 × 10 movie-poster print or full-color personalized T-shirt. A full-color personalized hoodie is available for a $25 materials upgrade. Select an apparel size before adding the project to the cart.
What does the $50 Official Channel Feature mean?
It is an application for editorial review, not guaranteed publication. Your movie stays private unless the feature is accepted and you approve the exact public cut. If we decline or cannot publish it, the $50 add-on is refunded. Timing, views and reach are not guaranteed.
Payment did not complete
Check the billing details, try another method shown by Shopify, and look for an order-confirmation email before paying again. See Payment Terms. Never email a full card number or security code.
I need to change a brief or delivery address
For an address or physical-item change, email us within 24 hours of placing the order. A change is confirmed only when we reply in writing, and we cannot change an address after the item enters fulfillment. Movie-brief changes follow the Ready for Production rules.
Something arrived damaged, missing or incorrect
Email the order number and clear photos of the product, shipping label and packaging. Keep the packaging and do not return anything until we send instructions.
I cannot find my custom movie
Custom movies do not have carrier tracking. Check the checkout email address and spam folder for the private review or download message, then contact us with the order number.