Below are answers to some common questions. If you have a question or concern not addressed here, please get in touch with us at email@example.com. We’ll get back to you as soon as we can.
What is Fluffco?
Fluffco is the art, design, and publishing partnership of Gayla Trail and Davin Risk. We’ve been in business since 1999 as client-services design company, publishing house, and a general umbrella for the creative endeavours we produce together.
How is Fluffco related to You Grow Girl?
You Grow Girl was founded by Gayla Trail in 2000 and has operated as part of Fluffco since then. The website at http://yougrowgirl.com and its associated products are produced and maintained by the two of us. Gayla has written five books since starting You Grow Girl and two of those have been published by Fluffco.
Where do you ship to?
We ship within North America and to many international destinations. We are based in Toronto, Canada but some orders are shipped from facilities in the US.
Do you ship seeds to the US?
Yes. We will ship seed orders to US destinations BUT due to possible restrictions within your state or region and the prohibitive cost of phytosanitary certification we cannot guarantee that all orders will be accepted. We will securely package and send seed orders but you’ll have to be responsible for knowing the rules and regulations on your end. This may mean that some shipments will be held or destroyed by customs.
Due to this uncertainty, we cannot offer refunds on US seeds orders that are denied due to your local customs regulations. You may want to place a smaller test order first but in our experience each order may have unique issues due to seed types and varieties.
Do you ship seeds internationally?
Yes. We will ship seed orders to international destinations BUT due to unique import rules across a variety of countries and the prohibitive cost of phytosanitary certification we cannot guarantee that all orders will be accepted by your country. We will securely package and send seed orders but you’ll have to be responsible for knowing the rules and regulations on your end. This may mean that some shipments will be held or destroyed by customs.
Due to this uncertainty, we cannot offer refunds on international seeds orders that are denied due to your local customs regulations. You may want to place a smaller test order first but in our experience each order may have unique issues due to seed types and varieties.
How long will my order take?
We will pack and fulfill most orders within a few days. Once we've packed and shipped out your order you'll receive a confirmation email. Most North American orders should arrive no later than 5-10 business days after fulfillment.
I didn’t get my order!
If it has been at least 10 business days since you received your order’s confirmation message, please get in contact with us at firstname.lastname@example.org and we’ll do what we can to look into the status of your order.
Unfortunately we can’t be responsible for orders lost in transit. Please ensure that the shipping information you provide us with is complete and correct.
Can you send me a tracking number?
Depending on the type of order, not all items are shipped with tracking to keep your shippings cost as low as possible. Where we can, we’ll provide tracking information if there are issues with a particular shipment.
Can I return my order?
We don’t offer returns on any products but refunds or exchanges will be offered in some situations. If you have been shipped the wrong product, size, or style, please contact us at email@example.com and we’ll talk through the options.
My order is damaged or missing parts!
If your order arrives damaged, please get in touch at firstname.lastname@example.org and we’ll see what we can do. We do our best to pack and ship to avoid damage but a lot can happen in transit we can’t account for. We can’t guarantee that we can replace your order but we’ll assess each case individually.
If we messed up and missed part of your order, you can be sure we will rectify that as promptly as we can!
If your damaged or destroyed order contained seeds, and you are located in the US or one of the International locations we ship to, please review the note about seed shipments above.
What currency do you use?
All of our products and shipping fees are listed in US dollars. While we are based in Canada, the majority of our visitors are from the US. Also, some of our products are directly fulfilled by US companies on our behalf. So it made the most sense to list our items in US currency.
We mark all prices across the site with USD. It is best to check an online currency converter (even Google does a good job at this) if you are unsure about how much an item will cost in a non-US currency.
Do you make customizations to orders?
Some products have selectable options — like signed books — for other requests, please leave us a message in the notes field when you place your order and we’ll see what we can do!
I have privacy concerns.
Your privacy is extremely important to us. When you provide us with your name, address, and payment information, that data stays with us and is only shared temporarily with the companies we use for some product fulfillment and shipping. If you have specific privacy concerns, please contact us at email@example.com