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FAQ

Product

How do Floof’s products differ from other dog grooming products?

We’ve spent countless hours working with our veterinary dermatologist and experienced skincare chemists to thoughtfully pick out each ingredient that goes into our formulas. All-natural grooming products sacrifice efficiency which leads to issues of not cleansing, hydrating, and soothing the skin properly whereas standard, dated grooming products use harsh chemicals that damage your dog’s skin. Our innovative formulas use only safe, high quality ingredients that never harm your dog but also are as efficient as can be. Your dog’s health and hygiene are of utmost priority to us and our uniquely designed, science-backed formulas are carefully tailored to give your dog the best skin care routine possible. 

Are Floof products all-natural/organic?

We at Floof prioritize safety, science, and efficiency. While we aim to use as many natural ingredients as possible, we want our products to be as effective as can be in cleansing, soothing, and hydrating your floof’s fur and skin. All the ingredients in our formulas, whether natural or synthetic, are carefully chosen to be the most safe and gentle for your floof. 

What is the pH level of Floof products?

Each one of our products is carefully pH balanced for dogs to a pH level of between a 6.5-7.5 which is the ideal pH level for products applied topically to a dog’s skin. 

Can Floof’s products be used on any breed of dog?

Yes, our products are created to be used on all breeds of dogs- whether your floof is long-haired, short-haired, or no-haired.

Are Floof’s products safe to use on puppies?

Yes, our formulas are gentle enough to be used on a dog of any age, including puppies. 

What is the shelf life of Floof products?

All of our products have a 2-year shelf life from production and a 12-month shelf life once the product is opened.

What temperature should Floof products be stored?

Our products perform at their best when stored out of direct sunlight at room temperature.

Where can I find more information about each product?

Our respective product pages include detailed information on the products including the ingredients, their benefits, directions, and more. 

How often can my floof and I use Floof products?

All of our products are gentle enough to be used as needed. We recommend that our Nourishing Dog Shampoo & Nourishing Dog Conditioner are used at least once every 3 weeks to keep your floof clean, healthy, and free from allergies, especially if they’ve rolled around in dirt, mud, and whatever else they love to roll in. We recommend that our Soothing Dog Cream and Renewing Dog Wipes are used daily. 

Where are Floof products manufactured?

All of our products are formulated and manufactured right here in the US in FDA licensed and NSF Organic certified facilities. Our shampoo, conditioner, and cream are manufactured in Utah and our wipes are manufactured in California. 

Are Floof products recyclable?

Our Nourishing Shampoo and Conditioner bottles are recyclable as they are made of recyclable aluminum. Our shipping packaging is also created from sustainable materials and can be recycled. Our Soothing Cream and Renewing Wipes are not yet recyclable however we are constantly striving to look for recyclable, sustainable options for our packaging.

Shipping & Orders

Where does Floof ship?

Floof ships everywhere in the United States, including Alaska, Hawaii, and Puerto Rico. Domestic orders over $50 quality for free shipping. Floof also ships to Canada (shipping fee calculated at checkout).

How much does shipping cost?

Within the US, we offer free 2-5 day standard shipping on all orders above $50. Orders under $50 have a flat shipping fee of $6.95.

Shipping for orders to Canada is calculated at checkout.

Do you ship to PO/APO/FPO addresses?

Yes, we offer shipping to PO/APO/FPO addresses.

When will I receive my order?

We currently offer Standard 2-5 business day shipping.

Where’s my package?

Once an order has been shipped, you will receive an email with tracking information to easily track your package. If you have not received a shipping confirmation email within a few days of placing your order, please check your “spam” folder or send an email to support@ourfloof.com

What if my package arrives damaged?

If your package was damaged during transit, please save the products and box and send an email to support@ourfloof.com

My package seems to be lost, what should I do?

If you think your package has been lost or stolen, please send us an email at support@ourfloof.com and we will look into your delivery for you. Please reach out to us up to 20 days after your order was placed.

How can I change the address on my order?

If you need to change or update the address on your order that has not been shipped yet, please email support@ourfloof.com with the correct address. If the order has already been shipped (you will have received a confirmation email) then please contact the shipping carrier to change the address. 

Can I change my order once it has been placed?

Unfortunately orders cannot be changed once they have been placed, however if the order has not yet shipped, please email support@ourfloof.com as soon as possible and we will do our best to cancel the order for you so you can place a new order.

Can I purchase Floof products in person?

Yes! Please click the 'Where to Buy' link at the bottom of this page to see if we are available at a retailer near you.

Can I purchase Floof products on Amazon?

As of now, Floof is not selling on Amazon. Any Floof products listed on Amazon are not authorized to be sold. 

How can I cancel my subscription?

We’d love for you to stay subscribed to keep your floof healthy and happy; however if you’d like to cancel your subscription, please email us at support@ourfloof.com with the email address you placed your order with. 

Exchange & Returns

What is your return policy?

We want you (and your floof) to love your Floof products; however if you are not fully satisfied, please send an email to support@ourfloof.com within 30 days of your purchase and we will provide you with mailing information and a return authorization. You will be refunded for the full amount of your order minus the shipping as shipping fees are non-refundable. 

Do I have to pay return shipping costs?

We are sorry, shipping fees are non-refundable and you will be responsible for paying the shipping costs when returning your items. 

What is your exchange policy?

If the product is unopened and unused, we will be more than happy to exchange it for store credit. Please email support@ourfloof.com to start the exchange process.

Discounts and Promotions

Do you have discount or promotion codes?

Yes, we absolutely do! If you have a discount code, please use the promo code at checkout. To find discount codes, please sign up for our emails and we will update you on all offers, new product launches, and news.

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