Delivery and Shipping
We understand the excitement of receiving fluff mails so we strive to get them to your hands at the soonest!
1) What are the delivery charges?
All deliveries of fluff mails in Singapore are FREE OF CHARGE.
2) How long is the expected waiting time for delivery?
Fluff Mail will process your fluffs on the same working day (Mon-Fri, excluding public holidays) if we receive your payment before 1pm. Fluffs will be sent out via SingPost SmartPac (trackable mail) or via courier service to your doorstep depending on size of your fluffs. 90% of SingPost SmartPac will be delivered on the next working day. Courier service takes 1-2 working days or as fast as the same working day depending on availability of courier slots (So place you order early!).
If you require your fluffs urgently, please PM us on Fluff Mail's Facebook page. We might be able to help but no promise so plan your purchase accordingly.
3) Do I have to be at home to receive my fluff?
Depending on the size of your letterbox, some fluffs can be deposited directly into your letterbox. For most new units, the postmen will be able to open the panel of many letterboxes at the same time. They will most likely leave your fluffs in the letterbox. Do check your letterbox on the same day when there is status update for your fluff on SingPost website.
If it is not possible to put into your letterbox, the postman will deliver to your doorstep. In the event that you are not at home to receive your fluff mail, please follow the instructions on the notification card given.
For courier, please ensure that you have someone to receive your fluffs at the agreed timing. If you have requested for the fluffs to be left outside your door, Fluff Mail will not be responsible in the event of theft or lost of the items.
4) I am not at home to receive my fluff mail but I can't wait to pat it. Can you deliver to my office?
Deliveries can be made to all residential and business addresses for SmartPac. Our courier service usually operates on weekday evenings so please provide your preferred address at check out.
5) What if the fluffs are lost during delivery?
If your fluff mail does not show up after 14 days it is posted, we will lodge a claim with SingPost for SmartPac.
If you have instructed our courier partner to leave the fluffs outside your door, we will not be responsible for any lost.
1) What are the countries that your fluffs can travel?
We are able to deliver our fluffs to Australia, Brunei, Canada, India, Ireland, Japan, Hong Kong, Malaysia, New Zealand, Philippines, Saudi Arabia, the United Kingdom and the United States. If you are interested to ship to countries not listed above, please contact us to make a request.
2) What are the shipping options?
i) Courier service without insurance (Fastest) - We are able to offer this delivery option in selected countries which combines the efficiency of courier services with the cost effectiveness of the postal service. Fluffs are expected to be delivered within 3-4 working days. There is no option to top-up insurance for this service.
ii) Registered mail by Singapore Post (Cheapest) - This is by far the most economical way of shipping if speed is not too much of a concern. Although a tracking number will be provided, it will not be updated as often as compared with courier service. This option is available to selected countries only when it makes more economical sense as Fluff Mail has negotiated for better courier prices in (i). Do note that tracking might not be available once the fluffs reach some countries.
iiI) Courier service with insurance (Safest) - This courier service is provided by SpeedPost and offers the option for insurance. Although this is the most expensive and takes the longest of the 3 options, it is also the safest compared with the above 2 options because your fluff will be insured. If you choose delivery by SpeedPost, Fluff Mail will top-up the insurance free of charge to full insurance coverage just for the extra peace of mind.
3) When do I need to decide on the shipping options?
Upon check out, the delivery options that are available will automatically be presented to you depending on the country you would want to ship your fluff(s) and also the weight of your fluff(s). Please decide on the delivery option most suitable for your need and risk appetite.
4) Will there be any cost savings on shipping if I want to deliver multiple fluffs in one parcel?
Definitely! But things could get very complicated due to different postal policies in different countries and the different weights of the fluffs. You should also consider if you will incur higher custom charges in your country.
5) Can I combine my shipping for fluffs purchased on different date/time?
We will be glad to help but you will have to let us know early. As we deliver all our fluffs on the same day for orders received before 1pm (GMT+8) on any working day, it is your responsibility to make sure your instructions to hold on to your fluff reach us before or immediately after your have made the purchase. You can notify us either by email (email@example.com) or through our Fluff Mail Facebook Page.
6) Do I need to pay custom taxes or any other admin fees?
Different countries have different import rules and custom charges. Buyers will be responsible for any additional cost, including importation taxes, in your country. It is best to check with your local custom office if you are unsure.
Locations that are considered as "Remote Area" by the courier company will incur additional charges. We will inform you if your shipping address is in the list to request for top-up of shipping charges or we will gladly refund the full amount.