Refunds, Returns & Cancellations

Fuzzyjoy is operated by TURTLEDOG VENTURES PTY LIMITED, ABN 25 688 427 027.

For cancellations, returns or help with an order, email support@fuzzyjoy.com.au.

Order cancellations

Orders, including preorders, can be cancelled free of charge before they have been processed for shipping. After this point, we cannot accept change-of-mind cancellations.

Please email us as soon as possible with your order number and the email address used at checkout.

If your order contains both in-stock and preorder items, you can still cancel items that have not been processed for shipping, even if other items have already shipped.

Approved cancellations will be refunded to your original payment method. If your entire order is cancelled before processing for shipping, we will also refund the original shipping charge.

Preorders and delays

Preorder dispatch estimates are shown on the product page. These are estimates and may change. If an estimate changes, we will notify you by email.

You may cancel your preorder for a refund at any time before it has been processed for shipping, including if you no longer wish to wait following a delay.

If we cannot supply an item, we will offer a refund for that item. Any alternative product will only be supplied with your agreement.

Change-of-mind returns

Once an order has been processed for shipping, we do not accept change-of-mind returns or exchanges. This includes ordering the wrong item, finding a lower price elsewhere or receiving an unwanted character or duplicate from a randomly assorted blind box.

This does not affect your rights if an item is faulty, incorrect or does not match its description.

Faulty, damaged or incorrect items

Please contact us as soon as reasonably possible if your item arrives damaged, is faulty, is incorrect or does not match its description.

To help us assess the issue, please include:

1. Your order number and the email address used at checkout, or other proof of purchase.

2. A description of the issue.

3. Clear photos of the item and, where relevant, its packaging.

An unboxing video can help but is not required. If you cannot provide photos, please contact us so we can discuss another way to assess the issue.

Your consumer rights are not conditional on reporting an issue within 48 hours or keeping the original packaging.

Your consumer rights

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Nothing in this policy excludes or limits these rights or any other rights that cannot legally be excluded.

Returning an item

Please contact us before sending an item back so we can assess the issue and provide the appropriate return address and instructions.

Where a return is required for a confirmed faulty, damaged, incorrect or misdescribed item, we will arrange return shipping or reimburse reasonable return postage costs. Please keep any postage receipts.

Pack the item securely to prevent further damage during transit. Original packaging is helpful if available, but is not required to exercise your consumer rights.

Refund processing

Approved refunds will be processed to your original payment method within approximately 5 business days. Your bank or payment provider may take additional time to make the funds available.

If you have not received your refund after the expected processing time, please contact support@fuzzyjoy.com.au.