FAQ – Frequently Asked Questions
Orders
How to place an order? Add your products to the cart, then follow the checkout steps. You will receive an email confirmation as soon as your order is validated.
Can I modify or cancel my order? Contact us quickly at truffylife@gmail.com. We will do our best to modify your order before it ships.
Shipping & Delivery
What are the delivery times? We ship from mainland France:
Mainland France: 2 to 4 business days
Belgium, Luxembourg: 3 to 5 business days
Switzerland: 4 to 7 business days
XXL products (floor-to-ceiling cat trees): +1 to 2 additional days
Is delivery free? Yes! Delivery is free in mainland France for orders over 80€. For orders below this amount, shipping costs are 6.90€. For Belgium and Luxembourg, the fee is 9.90€, and 14.90€ for Switzerland.
How can I track my order? You will receive a tracking number by email as soon as your package is shipped.
Returns & Refunds
Can I return a product? Yes, you have 30 days from receipt to change your mind. The product must be returned in its original packaging, unused.
Are returns free? Yes, returns are free in mainland France. Simply contact us and we will send you a prepaid return label.
When will I be refunded? Refunds are processed within 5 business days after we receive your return, using your original payment method.
I ordered the wrong size, what should I do? Don't panic! Contact us at truffylife@gmail.com and we will send you the correct size even before we receive your return.
Warranty
What is the warranty on your products? All our products are covered by a 2-year warranty against manufacturing defects. Keep your invoice as proof of purchase.
What if my product is defective? Contact us at truffylife@gmail.com with a photo of the defect and your order number. We will find a solution quickly.
Payment
What payment methods do you accept? We accept credit cards (Visa, Mastercard, American Express) as well as PayPal. All payments are secure and encrypted.
Are my bank details secure? Yes, absolutely. We do not store any bank details. All payments are processed securely via Shopify Payments.
Our Products
What materials do you use? We select only premium and durable materials: solid wood, vegetable-tanned leather, natural sisal, recycled fabrics. All our materials are non-toxic and pet-safe.
Are your products suitable for both dogs and cats? Yes! Truffy Life offers products designed for both dogs and cats. Each product page specifies which animals it is suited for.
Contact
How can I contact you? Our customer service is based in France and available 6 days a week. You can write to us via our Contact page or directly at truffylife@gmail.com.