Our Satisfaction Guarantee and Returns Policy

Your satisfaction is important to Fluff Monkey Enterprises, LLC.  If for any reason within 30-days of purchase, you may return an item to Fluff Monkey Enterprises LLC for a full refund of the purchase price with receipt.  Erroneous shipments from the company’s website located at FluffMonkey.com and defective or damaged merchandise will be refunded with no additional costs or shipping fees.  We may ask you to provide photographic proof of damage.  Clearance and sale items are subject to availability for replacements.  Given that email is our preferred method of contact, please see our Contact Us page.  You may also call customer service at (717) 779-5438 during our normal business hours which are set forth below.

Hours of Operation

We make it our goal to process all orders in a timely manner. Our website takes orders 24 hours a day, but uptime and availability is not always guaranteed.  Our site may be offline from time to time for upgrades or other required maintenance. Order fulfillment takes place during our normal hours of operation which are 8 am -5 pm (EST), Monday through Friday.  Fluff Monkey Enterprises, LLC does not guarantee delivery dates and times, but will make its best efforts to move product in an efficient manner.

Methods of Payment

Fluff Monkey Enterprises, LLC processes Visa, Mastercard, Discover, and American Express purchases through a secure connection through an authorized gateway.  We do not store your credit card numbers on our site.  We also accept cash and personal or company checks for retail sales made offline.  All orders are subject to payment verification and may be delayed if we are unable to confirm important details regarding the validity of the payment.

International Policies

We reserve the right to refuse sales to any foreign country that high fraud rates of return, or a system of laws that makes doing business prohibitive.

Product Description and Photo Errors

While we strive to maintain the accuracy of our product descriptions, it is possible that photos, stated dimensions, and descriptions are not perfectly accurate.  If you feel we have misrepresented a product on the website, please let us know as your satisfaction is important to us.  You may return any misrepresented product for a full refund (see Returns Policy above).

Shipping Rates and Times

Shipping costs are determined by the carriers based on the distance shipped from our warehouse in York, Pennsylvania.  You will not be charged for any item until it is shipped to you.  In most cases, orders for in-stock items are processed the same day, and shipment occurs within 24 hours of the order payment confirmation.  Note, however, that shipping times are estimates only.  Fluff Monkey Enterprises, LLC shall not be liable for deliveries not made within a specific time frame. You will not be charged more than the invoice without notice.  However, we reserve the right not to honor shipping quote errors.

Free Shipping Offers and Coupons

Free shipping offers and coupons may not apply to all items.  Unless otherwise indicated, these coupons are only available to customers with shipping destinations in the United States.

Sales Tax and Order Minimum

Sales tax will be added to all orders shipped to addresses located in Pennsylvania.

Coupons, Sales and Clearance Items

Coupons, sales and clearance items are restricted to available stock on hand and pricing will not apply to back-orders unless otherwise stated.  Our inventory is subject to prior sale, and at times, despite our best efforts, we will sell items no longer being manufactured.  When this happens, your order will be canceled and a full-refund issued.  Clearance items may be returned for a refund; however, exchanges and replacements are subject to stock-on-hand.

Pricing Mistakes

Pricing and availability are subject to change without notice.  We make every effort to ensure the pricing on our website is accurate.  However, we reserve the right to refuse to honor pricing mistakes.  We will never charge you a higher price without notice.  Moreover, we may cancel orders at our discretion. Your contract to purchase an item will not be complete until you have been notified by phone or email that the item has been shipped.

Stock Availability

We try to maintain accurate stock levels on our website, but due to the high-volume nature of our orders, we do occasionally have stock levels misrepresented on our website.  Back-ordered items can be canceled at either party’s discretion.  Out-of-stock items in large orders are subject to split shipping (see below for definition and terms of Split Shipping).

Split Shipping

In order to get your items to you as fast as possible, orders may ship in separate packages and at different times.  You will not be charged a higher price than invoiced.  Customers will be notified of orders containing out-of-stock or delayed items; however, the in-stock portions of their orders will be shipped.

Pre-Booking

We use the term pre-booking to describe the process of booking orders for goods well in advance of their intended ship dates. The term helps us to differentiate between those orders that are needed immediately, and those orders that are intended to fill future needs. As a vendor, pre-booking allows us to better plan our inventory and production needs for major seasons.  By securing early commitments from a substantial portion of our account base, we can lessen the impact of our required lead times and more accurately assess the demand for our products.  Please note that we will make every effort to honor pre-booking pricing and quantities, but on rare circumstances we may have to cancel or partially fulfill pre-bookings.

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