Track Your Order
How to follow a website order after you pay — dispatch email, account, and what to do if a parcel is late or marked delivered. Last updated 14 August 2026.
This page explains how to follow an order placed on this website as at 14 August 2026. It is a how-to page, not a live tracking search. There is no on-site box that looks up every carrier. Tracking comes from the dispatch email, your customer account if you have one, or from us if you write to us.
Delivery areas, charges, the 30-day legal delivery period, cancellations and returns are on the Delivery & Returns page. The contract terms are on the Terms & Conditions page. Nothing here takes away your statutory rights.
1. Who we are
We trade as Fluffy Friends (also shown as FluffyFriends Pets). This is an online-only shop. We do not have a public store or a walk-in collection counter.
- Email: hello@fluffyfriendspets.co.uk
- Contact form: Contact us
- Hours: Monday to Saturday, 9am to 6pm UK time
Email is the best way to ask about a parcel. Keep a copy of what you send. The time you send it is what counts for legal deadlines. We aim to reply within two working days during the hours above.
2. How to find your tracking
Putting items in the cart and paying is your offer to buy. We accept that offer when we send a dispatch confirmation — the email that says the goods have been sent, or the first such email if the order ships in more than one parcel. An automatic “order received” email is only an acknowledgement unless it also confirms dispatch.
Use these steps, in this order:
- Check the inbox (and junk folder) for the email address used at checkout. The dispatch email is the main tracking notice.
- Open the Shopify order-status link in your order confirmation or dispatch email, if one is there. That page shows the order and any tracking we have attached.
- Sign in to your account if you created one, via your account, and open the order.
- Email us if you still cannot see a status. We will look the order up and send you the dispatch status and any carrier reference we have.
Where the carrier offers public tracking, the dispatch email includes a tracking link or reference. Tracking can take several hours to appear after the label is created. A “label created” or “pre-advice” scan is not the same as the parcel being on a van.
If a parcel does not yet have a public tracking link, that does not mean it has been abandoned. Email us with your order number and we will confirm what we know. We will not ask you to wait an extra day as a condition of contacting us.
3. What to send us if you need help
Email hello@fluffyfriendspets.co.uk or use the contact form. Please include:
- your order number;
- the email address used at checkout;
- the delivery postcode; and
- any tracking reference you already have, or a note that you have not received a dispatch email.
Do not post your full order number, address or tracking link on a public review or social-media comment. Those details are personal data. Use email or the contact form.
We use that information only to find the order and help with delivery, as explained in the Privacy Policy.
4. Split parcels and more than one tracking number
Some items we hold in stock and some are packed by a supplier (dropship). We remain the seller in both cases. Items in one order may leave on different days and with different carriers. You may receive more than one dispatch email and more than one tracking number. You will not pay extra delivery for a split shipment unless checkout said otherwise before you paid.
5. When you should receive the order
Working days means Monday to Friday, excluding UK bank holidays. Orders placed on a Saturday, Sunday or bank holiday are treated as received on the next working day.
Dispatch (when we send it):
- Items we hold in stock — if you order before 2pm UK time on a working day, we aim to dispatch within 1 to 2 working days.
- Dropship or supplier-fulfilled items — we aim to dispatch within 3 to 7 working days, depending on the supplier.
Transit (after it has been sent): standard UK transit is usually 1 to 3 working days, and longer for some Highland, island and Northern Ireland addresses.
These are estimates, not guaranteed delivery dates, unless checkout or your confirmation email states a guaranteed date. We do not currently offer a paid express or next-day option as a standard service.
Under the Consumer Contracts Regulations 2013, unless we agree a different period with you, we must deliver without undue delay and in any event no later than 30 days after the contract is made (the dispatch confirmation). If we miss an estimate, contact us. You do not have to wait until day 30 to ask. If delivery is later than an agreed time, or later than 30 days where no other time was agreed, your options — including treating the contract as at an end and receiving a refund of all sums paid — are on the Delivery & Returns page.
6. “Delivered”, missing or waiting at a collection point
If a carrier marks a parcel as delivered and you have not received it, tell us as soon as you can. We will raise a carrier investigation. Check with neighbours and any safe-place or “leave with” instruction given at checkout or to the carrier.
Do not ignore a “carded” or collection notice. Uncollected parcels may be returned to us. If a parcel comes back because it was not collected, contact us and we will arrange a resend or a refund in line with the Delivery & Returns page.
The goods remain at our risk until they come into your physical possession, or the possession of someone you asked to take them (for example a neighbour you nominated). They do not become your risk while they are with the carrier. We will not treat a carrier scan alone as proof that you have the goods if you tell us you do not have them and we cannot show they were left as agreed.
If you refuse a correctly delivered, undamaged order, we may treat that as a cancellation. Your 14-day cooling-off rights still apply, as set out on the Delivery & Returns page.
7. Changing the delivery address
If the order has not yet been dispatched, email us as soon as you can with the new UK address. We will change it if we still can. After dispatch, the carrier’s rules apply; we will ask them to redirect where they allow it, but we cannot promise a redirect. A wrong address entered at checkout is your responsibility, as the Terms explain, unless we or the carrier caused the error.
8. Orders placed on eBay or TikTok Shop
This page applies to orders placed on this website. Marketplace orders are tracked on that platform’s order page first. Email us with the marketplace order number if you need help. We will still help where we can.
9. Still need help?
For a missing, late or damaged parcel, email hello@fluffyfriendspets.co.uk or use the contact form. Related pages: Delivery & Returns, FAQs, Terms & Conditions.
You can also get free independent help from Citizens Advice or your local Trading Standards service.