Returns and cancellations
Physical merchandise and personalised digital work follow different rules. Start with the product type you purchased.
Start with the product type
Physical merchandise
Personalized digital work
Nothing on this page limits consumer rights that cannot be excluded under applicable law. Include your order number when requesting a review.
Last updated: August 28, 2026
The Fluffy Fam sells both physical merchandise and personalized digital movies. The rules below apply by line item. Returning a physical item does not automatically cancel a custom movie in the same order, and cancelling a movie does not automatically cancel merchandise.
Email info@thefluffyfam.com with the Shopify order number, checkout email and reason for the request. For damage, defects or an incorrect item, include clear photos of the product, label and packaging. Wait for approval and the correct return destination before mailing anything; our public business address is not a return address. We usually reply within 1 business day, Monday–Friday.
You may request an eligible return within 30 days after delivery. The item must be unworn, unwashed, unused, free from customer-caused damage, and returned with original tags, packaging and included accessories where applicable.
For a fit, size, color or preference return, the customer pays return shipping. Standard Shipping is shown as $0 at checkout because each physical unit’s displayed price already includes $9.99 for outbound Standard Shipping; there is no separate outbound shipping line to refund. We do not charge a restocking fee on an eligible item returned in the required condition.
For a verified wrong, damaged or defective item, contact us as soon as possible—preferably within 7 days after delivery. We will arrange an appropriate replacement or refund and cover reasonable return shipping when a return is required.
These exclusions do not remove rights relating to a defective, damaged or incorrectly supplied item.
Custom Story includes a choice of one 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. Premium Episode includes an 11 oz mug + 12 × 16 episode-poster set. The selected keepsake appears as a separate made-to-order physical line in the cart.
A personalized keepsake is not eligible for a change-of-mind return after personalization begins. If it arrives damaged, defective, or different from the approved design, selected format or selected apparel size, email us within 7 days with the order number and clear photos. We will provide an appropriate replacement or refund. The custom movie’s cancellation stage is assessed separately.
Email us within 24 hours of placing the order. A change or cancellation is confirmed only when we reply in writing. A free cancellation is available before production begins. We cannot change an address after the physical item enters fulfillment, and after production or fulfillment begins a change or cancellation is not guaranteed. For an eligible size or variant exchange, the clearest process is normally to return the item after approval and place a new order.
Ready for Production means that payment is confirmed; the complete brief, usable reference files and rights confirmation have been accepted; and any package-specific character direction or scope has been approved. We confirm this status to the customer. We treat production as begun when the order is Ready for Production and order-specific creative work starts.
The included revision stated on the product page is part of delivery. A new concept, added character, new story, major style change or extensive restart is new scope rather than a refund remedy. If a delivered file is corrupted, incomplete or cannot be opened, we will correct or re-deliver it at no charge, and that technical fix does not use the included creative revision.
If we cannot accept the submitted materials or cannot deliver the agreed scope, we will refund the unperformed portion. If no agreed service is delivered, we will provide a full refund.
The feature is an application for editorial review and is separate from the private movie service. If we decline the feature or cannot publish it, the $50 add-on is refunded and the private movie order continues. A cancellation requested before an accepted public edit begins is eligible for a full add-on refund. After the approved public cut is successfully published, the add-on is normally non-refundable. No refund is due solely because of timing, views, reach, engagement or normal platform changes.
After an approved physical return arrives, we inspect it and notify you of the outcome. Approved refunds are issued to the original payment method. Please allow up to 5 business days for us to initiate the refund after approval; your bank, card issuer or payment provider may require additional processing time.
Nothing in this policy limits rights or remedies that cannot be excluded under applicable law. Customers in jurisdictions with mandatory cancellation or conformity rights retain those rights.
Email info@thefluffyfam.com with the Shopify order number and checkout email.
Made-to-order apparel normally needs 7–9 business days of production before shipment. Standard Shipping is $0 at checkout for supported addresses; each physical unit’s displayed price includes $9.99 for Standard Shipping.
