Frequently Asked Questions
Check most frequently asked questions here, if you still need help then please contact us at CustomerService.FarmhouseFluff@gmail.com
We have two options for our customers to get in touch with us:
#1- Please reach out to our Facebook business page to receive the fastest response.
#2- Please email us at: CustomerService.FarmhouseFluff@gmail.com. and we will get back to you within 24 hours.
If your request is urgent please write URGENT in the subject line and provide us with your order information and details regarding your issue/concern.
Farmhouse Fluff is located in Sahuarita, Arizona. We are a small family owned and operated business and have been open since 2019.
Here at Farmhouse Fluff we want our customers to be happy with the products that they receive. We do offer a 6 month warranty on our Farmhouse Fluff custom products (FHF diapers, wetbags, inserts, diaper pods and snack bags). If for some reason any of those items above become defected within 6 months we are happy to replace them.
Please send us a Facebook business page message or email us at: CustomerService.FarmhouseFluff@gmail.com with the subject line "WARRANTY" and provide us with clear photos of the defective item(s) and we will walk you through our warranty process.
Farmhouse fluff was created by two moms who shared a love for cloth, and bonded over diapers.
Shortly there after they started discussing how it would be amazing to start their own
cloth diaper business. After some hard work and dedication Farmhouse
Fluff was created in the summer of 2019 and has grown ever since.
The main Farmhouse Fluff team is a group of four moms.
Samantha, & Belinda (Admin team)
We also have a group of amazing moderators & rep team who work hard each and every day to provide our customers with quality products and amazing customer service.
We all work together to keep Farmhouse
growing each and everyday, our team is located from all different parts
of the country but our bond of friendship and love for cloth helps
keep the dream of Farmhouse alive.
Bernadette is the owner of Farmhouse Fluff.
Mother of four, and is married to her high school sweetheart who
is currently serving in the United States military.
Bernadette is located in Sahuarita, Arizona currently where she runs Farmhouse
Fluff out of her home office/warehouse.
Cloth diapering has been a passion of
Bernadette's for many years and she has cloth diapered three out of four
of her children.
Farmhouse Fluff moved from Texas to Arizona recently and Bernadette hopes to expand into a storefront location very soon.
You do not need to create an account to place an order but we highly recommend all customers to do so. By creating an account you will have access to all your past and present orders with us. Your contact information will also be saved in our system - this helps us know how to reach out to you if a complication arises with your order or shipping information and we need to get in touch. Your information is safe and we will never use or share it for any other purposes.
Orders & Payments
Yes we do! Once you have successfully placed your order our website will automatically send you a confirmation email. Once we fulfill your order you will receive a second email with your tracking number. Sometimes our emails may go to your Spam/Junk folder so please double check those if you do not receive either emails stated above. If you still cannot locate your confirmation or tracking email please reach out to us via our Facebook business page (fastest response time) and we will be happy to forward it again to you or email us at: CustomerService.FarmhouseFluff@gmail.com with your order details.
Yes, if your order has not yet shipped we are more than happy to cancel your order. If your order has shipped-you will have to process a return once you have received your order. If for any reason you need to cancel your order please message our Facebook business page as soon as possible OR email us at CustomerService.FarmhouseFluff@gmail.com and put in the subject line : "Cancel Order" and provide us with your order number/email address associated with the order and if your payment method is active. If your payment method is no longer active we can only offer store credit at that time. We appreciate your understanding.
If you need to change the shipping address connected with your order and it has not yet shipped or if you have received your tracking number and it hasn't been scanned in yet please message our Facebook business page or email us at: CustomerService.FarmhouseFluff@gmail.com immediately. If you send us an email please put in the subject line "Urgent address change" and please provide us with your order number/email associated with your order and the new address it needs to be shipped to. We will then pull your order out of our outgoing and correct the address right away.
If your order has already been shipped and is in transit, please call your local post office and have them redirect the package to you. Unfortunately once your order has shipped and is in transit with an incorrect address we can't redirect it for you. Please always make sure your address on file with us is correct if you have pending orders. We appreciate your understanding.
Once your order is placed all in stock orders ship within 1-3 business days (excludes weekends and holidays). Once we finish packing your order the website will send you a tracking email to the email address on file where you can keep track of your order status in route.
We accept Paypal, Sezzle, Shop pay, Gpay, FB pay, Visa, Mastercard, and AMEX.
We are not responsible for customs charges. Customs may charge their own
fees which are not associated with our shipping cost. They are their
own entity and reserve the right to charge as they see fit.
Preorders on diapers may be ran randomly throughout the year. In the past we have had excessive delays when it came to preorders so we hope to only have ready to ship rounds going forward in 2022. To the preorders that have been affected by severe delays we are always happy to submit refunds on those orders without any fees. If we do run future preorders in 2022 information is as follows- by submitting your order you are understanding that delays are out of our control. If preorders are within its scheduled predicted arrival window, cancellation fees do apply. If preorders are delayed past the predicted arrival window there are no cancellation fees. There are NO exceptions to this policy.
Delays with our manufacturer are out of our control, and we do apologize to those who were affected by this in 2021. We will always do our best in the future to avoid this.
Please note: We do not accept bullying, rudness, etc to our team members in our Facebook group or via email, and in other groups. We understand that delays, etc can be frustrating but please remember to treat us how you would like to be treated <3
Returns & Refunds
No worries! Mistakes happen and we at Farmhouse Fluff are happy to correct it for you right away! Please send us a message to our Facebook business page or email us at: CustomerService.FarmhouseFluff@gmail.com with the subject line: "WRONG ITEM" or "MISSING ITEM" and explain in detail for us what the issue is along with your order number or email address associated with your order and we will correct the issue for you right away.
Due to limited quantities of some items we may not be able to replace with same product but are happy to replace with another item of the same price in its place.
Please reach out to our Facebook business page or email us at: CustomerService.FarmhouseFluff@gmail.com with the subject line: "FAULTY ITEM" or "DAMAGED ITEM" along with your order number or email address associated with your order and we will walk you through on how to return your item for a replacement.
Due to limited quantities of some items we may not be able to replace the same exact item but we are happy to replace it with another item at the same price.
Yes, you may exchange your item within 7 days after delivery. Item must be unused and in the same new condition it was shipped. To complete an exchange, please purchase the item you want to exchange your product for. If your exchanged item costs more than the original item we are unable to refund the difference in price. After you purchase your exchange item either message our Facebook business page or email us at: CustomerService.FarmhouseFluff@gmail.com with the subject line: "EXCHANGE", and we will send you a return label and mailer along with your exchanged product. Once you receive your package, simply slip the original item in the new mailer with the label and drop it off at your local post office. Once we receive the original item back we will refund you.
Once you receive your return label, please drop it off with USPS as soon as possible so we can keep track of when it is due back to arrive to us. As soon as we receive your return we will inspect it to make sure it meets our return criteria and then we will submit back your refund to your original form of payment within 24 hours.
If we have submitted a refund back to you, depending on your original form of payment it will depend on how long it takes the refund to return to you. Some banking institutions along with Sezzle and other payment companies can take up to 7-10 business days. Please allow these institutions time to process your refund back to your card/account. If for some reason after 7-10 business days you still have not received your refund please contact your card issuer or bank--once the return leaves our account we are not responsible for any delays or problems with your card issuer or bank. We appreciate your understanding.
Farmhouse Fluff will only accept returns within 7 days of delivery.
ALL RETURNS AND EXCHANGES MUST BE RETURNED ACCORDING TO THESE INSTRUCTIONS, THERE ARE NO EXCEPTIONS:
- All items must be returned unused, unsoiled, undamaged, unworn and original tags still attached if applicable.
We will NOT offer any refunds if these standards are not met.
- Exchanges & refunds will only be accepted if contacted within
seven (7) days following the date you received the item. We send every
shipment USPS or UPS with tracking so we are able to confirm when you received
- Return Shipping - you are provided a pre-paid return label. Return costs are deducted from total refund amount.
- Exchanges - please order the item you are wanting to exchange
for and then we will send a return label (no cost) and refund the other
item when received.
- We reserve the right to deny full or partial refunds for items sent back that do not meet these standards.
- All refunds will be processed 24 hours after receiving and inspecting return.
- All sale/discounted items are final sale. (No exceptions)
Additional non-returnable items:
Return request information needed to complete return below:
(please provide via email or FB business page)
Please include the following:
Item(s) being returned:
Reason for return:
You will be provided a pre-paid return label, return costs are deducted for your total refund amount.
Once we receive your return back, we will inspect and then provide a refund to your original form of payment (minus fees) within 24 hours. Please note that if your original form of payment is no longer active we can only submit store credit in the form of a gift card. No exceptions.
Once you have received your tracking email from our website we normally ship out same day or next business day but during busier times it may take up to 3 business days to get large batches out of our warehouse. Sometimes shipping companies take 1-3 business days after pick up/drop offs to update fully into the system. We have also experienced that the local shipping companies may not scan packages until it arrives to the next sorting facility. If for some reason your tracking has not updated within 5 business days after you received your tracking email please reach out to us so we can help assist further.
If your tracking has not updated within 5 business days please reach out to our Facebook business page or email us at: CustomerService.FarmhouseFluff@gmail.com with the subject line: "Lost Package" and we will get back in touch with you as soon as possible.
If your tracking number has updated but it is delayed or still showing in transit after several days with no movement, rest assured your package is not lost, it is still working its way through the system. Sometimes it may be behind due to unforeseen issues such as bad weather and will just arrive to you later than expected.
Yes, you are more than welcome to do local pick up if you are in the Tucson/Sahuarita AZ area. We do not have a brick and mortar location yet (coming soon!) but you are more than welcome to pick up your order from my shipping location. When checking out just use the code: LOCAL to receive free shipping and then either message our Facebook business page to set up a pick up date & time OR email us at: CustomerService.FarmhouseFluff@gmail.com and in the subject line put: "LOCAL PICK UP" and we will get back to you to schedule a pick up date and time.
We begin preparing your order right away after its been placed but please allow up to 1-3 business days to receive your dispatch email with tracking.
Yes! We ship worldwide!
All packages are shipped with duties and taxes unpaid, these charges may or may
not apply to your specific package. If you are unaware of the custom or tax charges
for your country we ask you to please contact your local customs office before you place an order with us so you are aware of possible fees you may be charged upon the packages arrival. The customer is responsible for all customs fees/charges. Shipping costs vary depending on package size and location. If you ever have any questions please feel free to reach out to us for more information.
We offer USPS & UPS. At checkout you are allowed to choose which shipping courier you prefer, cost differences may vary. Priority & express shipping options are also available for added cost.
At this time we do not offer free shipping, we try to keep our product prices low so that its affordable for all. We do run sales randomly & also have rep discount codes to help save you a little money as well. If you would like to stay up to date on sales & rep discount codes please join our VIP Facebook group!
For any missing packages in transit/after delivery that is in possession of USPS or UPS please contact your local carrier and provide them with your tracking number. Farmhouse Fluff is not responsible for any lost, damaged, or theft merchandise in the hands of shipping carriers or other persons. We advise you to reach out to our customer service team if this may arise and we will be happy to assist in the recovery of your package but we cannot cover the cost of the lost parcel and its contents.
Returns with Farmhouse Fluff is simple and easy! First please refer to our return policy to see if your order qualifies for a refund. If it qualifies please send us a Facebook business message or email us at: CustomerService.FarmhouseFluff@gmail.com with the subject line: "RETURN REQUEST" and we will walk you through the process.