FAQs & Customer Care
Welcome to our cozy corner of the internet! We pride ourselves on our customer service and whether you're curious about our alpaca products, need assistance with an order, or just want to learn more about our farm, we're here to help.
Store Information
Where is Fluff Alpaca located?
You can find us at: 319 Main Street, Great Barrington, MA 01230
What are your store hours?
Sunday & Monday: 10 AM – 5 PM
Tuesday: Closed
Wednesday – Saturday: 10 AM – 5 PM
How can I contact you?
Phone: (413) 429-4770 (during store hours)
Email: info@fluffalpaca.com
Contact Form: Reach out here
Farm Information
Is Green River Hollow Farm open to the public?
We currently only open the farm to the public on rare occasions. We will post a notice on our social media when that occurs.
Do you make your products at your farm?
We sell alpaca yarn made from our alpacas online and at our store. In addition, our alpaca fiber is hand-knit into special items, but because of their unique nature, most of these items are not currently offered online. We do sell our farm-made hand-knit baby booties online.
The other products we sell are from numerous sources. Items made by NEAFP are produced in Fall River, Massachusetts, from fiber contributed by American alpaca farms, including Green River Hollow Farm. Other items are made elsewhere in the United States from domestic or Peruvian alpaca fiber, and still other items are made in Peru, Bolivia and Ecuador.
Payments
Can I order and pay over the phone?
For security reasons, we do not currently accept payment over the phone.
Inventory Questions
How does your sizing work?
We currently stock over fifty American and international designers and vendors, each of which have different sizing parameters. We are working hard with our vendors to post sizing information for all of our products, but if you need additional information please reach out to us at info@fluffalpaca.com and we will do our best to help.
You can find our list of available size guides for select designers here.
What if the item I want is sold out?
If the item you want is sold out, please select the “Notify Me When It’s Back” option on the product listing and you will be notified when the item is restocked. If you would like further information about the timing of the restock, please drop us a note at info@fluffalpaca.com
Return Policy
Please visit this page to review our full return and exchange policy.
Shipping Information
Do you offer free shipping?
Yes, we offer free domestic shipping on orders over $150.
Where do you ship from?
We ship from our shop in Great Barrington, MA.
How quickly do you ship an order?
Orders are packaged and mailed within two business days following placement. Orders placed over the weekend typically are mailed Monday, as some carriers, including UPS, do not accept packages over the weekend.
Do you ship internationally?
Fluff Alpaca ships to a selection of countries internationally. Please find detailed information, including a list of countries to which we ship, on our international shipping policy here.
At this time, Fluff is not able to offer free shipping for international orders. Therefore, shipping will be calculated at checkout for all international orders. Customers may choose the shipping speed that best suits their needs.
International customers may be required to pay sales tax, duty and/or customs charges. All duties, taxes and customs charges are the responsibility of the customer and are not included in the cost of the order or shipping charge, unless explicitly collected at checkout. Because taxes and customs charges differ in every country, please contact your local customs office to determine which, if any, taxes and customs fees are applicable to your Fluff Alpaca order. International orders refused on delivery will be refunded once they have been returned to Fluff, minus the original shipping fee, any gift wrapping charges, and a 10% restocking fee. Any additional fees required to return the package to Fluff after being abandoned or rejected are the responsibility of the customer as well and will be subtracted from any refunds issued, in addition to the 10% restocking fee.
Do you guarantee shipping times?
Shipping delivery estimates are provided by carriers and are not guaranteed by Fluff. Orders are packaged and mailed within two business days following placement. Orders placed over the weekend typically are mailed Monday, as some carriers, including UPS, do not accept packages over the weekend. Please note that holidays, including major shopping holidays such as Black Friday, etc., may impact order mailing and arrival time.
How can I track my order?
Once your order ships, you'll receive a tracking number via email.
Orders
How can I change my order?
When an error has been made by the customer when placing an order (wrong quantity of an item, wrong address, etc.), customers should respond to the confirmation email they've received as soon as possible to notify us of a needed change. Unfortunately, we can't make changes to orders that have already been packaged and sent.
If an invalid or incorrect address has been entered on a completed order, customers bear responsibility for any returned package fees, fees related to sending the package again, or loss of goods delivered to an incorrect or invalid address.
Delivery
Most Fluff orders arrive promptly without any problems, but in rare cases, some customers have had delivery issues, especially during the busy holiday season. We recommend shipping to a secure, safe address as theft and loss of packages has become increasingly common. Also, keep in mind that a carrier may mark a package as delivered before it is physically dropped off.
I received an email from Fluff saying that my order has been delivered, but I can’t find it. What should I do?
If you have been informed by email that your order has been delivered, but you cannot find it, you should take several steps to locate it.
1. First, confirm that the order was sent to the address you intended. Sometimes, auto-fill features used by customers result in the wrong address being used in your Fluff order. A typo or misspelling can also result in the package being sent to the wrong address.
2. Second, check all around your home and with your neighbors to see if the package has been delivered to an unexpected location. It may have been left at an unused back door, a mailbox, garage area, front or back porch or a busy mailroom. Please check carefully to make sure it is not misplaced or hidden.
3. Third, if you still haven’t found the package, reach out to your post office or UPS office to tell them that it was not delivered and appears to be lost. They should help you find the package and may have photos of the delivery or even GPS information to indicate the exact location of the delivery. You may be asked to file a claim for the lost package.
4. Finally, if after taking these steps you have not located the package, please reach out to us and we may be able to file a claim with our insurance company for a lost package. In the course of this claim process, we will ask you to file an affidavit stating that you have not been able to locate the package. In such cases, we will not issue a refund until the carrier claim has conducted its investigation and determined it will pay the claim.
According to the tracking information, my package is delayed and seems to have stalled in transit. The carrier is no longer providing a delivery date. What should I do?
Unfortunately, this frustrating situation can arise, especially during bad weather events and high-volume shipping seasons. For the most part, the package will be delivered after a short delay. Because each of these delayed package delivery situations can be unique, please reach out to us at info@fluffalpaca.com and we can discuss possible steps to resolve the situation.
Sales and Discounts
What does the 10% welcome discount code apply to?
The 10% off welcome discount code can be obtained by signing up for our emails. We will never spam you or share your email address with anyone else. The code applies to all products in the online store except for Earthbound Ceramics, Kendall Creek Yarn, Fluff hand-knit items, and gift cards/packaging/gift wrapping/shipping fees. This code has a limit of one lifetime use per customer. Repeated use of the code may result in order cancellations. The code cannot be used in-store, combined with other discount codes, or added onto storewide sales, such as the Black Friday sale. Thank you for understanding these limits as a small business.
What does your Black Friday Sale discount include?
The Black Friday Sale includes almost all items in the store with a few exceptions. Handknit items are not included in the sale, and some additional exclusions may occur on a case-by-case basis. Items purchased prior to the start of the Black Friday Sale are not eligible for retroactive application of the discount. The Black Friday discount cannot be combined with any other discounts and does not apply to gift cards/packaging/gift wrapping/shipping fees.
What are your general discount and sale policies?
Items purchased prior to the start of any sale are not eligible for retroactive discounts.