HELLO?? HELLO!
Wholesale website: click here
Wholesale inquiries: wholesale@fluf.ca
Collaborations + influencers + press: community@fluf.ca
To submit job applications and for all other inquiries: hello@fluf.ca
US FAQs
These FAQs are intended for orders shipping to the US and other international addresses. For ordering within Canada, please refer to: https://ca.fluf.ca
Orders + Shipping
01
Orders are typically processed within 1-2 business days, excluding holidays & weekends. Once on the road, most orders take about 2-7 business days to arrive, depending on the destination and chosen service. Packages shipping to rural or international addresses will take longer to arrive, and other unforeseen shipping delays are inevitable at times.
All US orders ship from our South Burlington, VT warehouse.
All US orders ship from our South Burlington, VT warehouse.
02
For domestic US orders (excluding Hawaii + Alaska):
- Free shipping on orders $39+
- Flat rate of $6.95 for orders under $39
- Flat rate of $14.50 for expedited shipping (2-3 days after leaving the warehouse)
For international orders*: shipping costs are calculated at checkout, and will depend on the number of items (the weight of the shipment), the destination address and the shipping method chosen. You will see the calculated rate options prior to finalizing your order so you can choose whether to proceed or not.
* ‘Int’l orders’ refers to all orders shipping outside of the contiguous US, including the US territories, Hawaii, Alaska and all international destinations.
- Free shipping on orders $39+
- Flat rate of $6.95 for orders under $39
- Flat rate of $14.50 for expedited shipping (2-3 days after leaving the warehouse)
For international orders*: shipping costs are calculated at checkout, and will depend on the number of items (the weight of the shipment), the destination address and the shipping method chosen. You will see the calculated rate options prior to finalizing your order so you can choose whether to proceed or not.
* ‘Int’l orders’ refers to all orders shipping outside of the contiguous US, including the US territories, Hawaii, Alaska and all international destinations.
03
Yes! Once your order has been processed, you will receive an email with a tracking number. The tracking number won’t update until the package has been picked up by the courier, so please allow about 12 hours for the tracking information to update after you receive it.
04
Yes! We ship to most countries in the world, and shipping rates are calculated at checkout (see question on shipping cost for more info).
05
Any orders shipping from our US warehouse to an address outside of the US may be subject to import duties or other fees imposed by the destination country. All customs duties and fees are the responsibility of the recipient.
Import fees will vary by country, and are based on the value of your order. Please do your own research and / or contact your local authorities to determine applicable import fees prior to placing your order – those fees will NOT be added by us when you place your order and may otherwise be an unwelcome surprise when your order is delivered!
* Please note that if you choose to return an item that was shipped internationally, we are unable to refund any customs duties or import fees paid.
Import fees will vary by country, and are based on the value of your order. Please do your own research and / or contact your local authorities to determine applicable import fees prior to placing your order – those fees will NOT be added by us when you place your order and may otherwise be an unwelcome surprise when your order is delivered!
* Please note that if you choose to return an item that was shipped internationally, we are unable to refund any customs duties or import fees paid.
06
To use a promo code, first add all the items you’d like to purchase to your shopping cart and then proceed to the checkout page. Enter the code where indicated and hit “Apply”. Only one promo code can be applied per order.
07
Once we receive your order, we start working on it right away and our warehouse works fast. If you would like to edit or cancel your order after placing it, please email support@fluf.ca as soon as possible. We’ll do our very best to accommodate your request. If your order has already been processed, it will be too late to change anything. In that case, you can request a return or exchange by contacting the same email address.
If you input an incorrect shipping address, please contact the carrier directly after receiving your tracking number to attempt to have it redirected and delivered to the correct address. Otherwise, if the package is returned to us and you would like to have it resent to a different address, a shipping charge will be added before resending.
If you input an incorrect shipping address, please contact the carrier directly after receiving your tracking number to attempt to have it redirected and delivered to the correct address. Otherwise, if the package is returned to us and you would like to have it resent to a different address, a shipping charge will be added before resending.
08
We don’t know why, but it’s not uncommon for carriers to prematurely mark a package as “delivered” when it is not. If you receive a notification that your package has been delivered but you haven’t received it yet, we suggest checking with neighbors as packages sometimes show up there. If not, please wait another 24-48 hours and chances are very good that your package will show up.
For other issues related to delivery or tracking, the easiest and fastest way to get a resolution is to reach out directly to the shipping company. Sometimes carriers will require additional information from you in order to complete the delivery.
If still you’re unable to resolve the issue with the shipping company, feel free to reach out to support@fluf.ca and we’ll try our very best to help you get to the bottom of it!
For other issues related to delivery or tracking, the easiest and fastest way to get a resolution is to reach out directly to the shipping company. Sometimes carriers will require additional information from you in order to complete the delivery.
If still you’re unable to resolve the issue with the shipping company, feel free to reach out to support@fluf.ca and we’ll try our very best to help you get to the bottom of it!
09
Yes! USPS ships to PO Boxes.
10
Prices are stated in USD. For your security, payments for all purchases made on this site are processed through Shopify, in compliance with the highest standards. Fluf does not receive or store credit card numbers from online transactions.
11
If the item is still live on our site, it will most likely be restocked in the future. On the product page, click "Email when available" to be notified when the item is back in stock. Depending on what stage of production we are at, the lead time could range from no time, to three months +.
Warranty + Returns
01
We want you to be completely satisfied! You are welcome to return Fluf item(s) purchased on this website within 30 days of the date of purchase, provided that the product is in its original condition (in original packaging, with product tags). We’ll refund your card for the purchase price, less shipping, once we receive your return package.
All sale items are final sale and cannot be returned or exchanged.
Unfortunately, we are unable to accept returns for Fluf items purchased at locations other than this site, either through another on-line retailer or through a retail store.
All sale items are final sale and cannot be returned or exchanged.
Unfortunately, we are unable to accept returns for Fluf items purchased at locations other than this site, either through another on-line retailer or through a retail store.
02
To return an item, please email us at support@fluf.ca with your order number and the reason for the return. We will send you a return warehouse address, depending on where you are based.
Please make sure to mark your ONLINE ORDER NUMBER on the outside of your package. If no order number is marked on the package, we will be unable to match it up with your original order, and won’t be able to issue a refund.
For your security, please ship your package with an insured courier (FedEx, UPS, USPS Parcel Post, Canada Post) that provides a tracking number and requires a signature for verification of delivery, and retain your receipt. Fluf is not responsible for items lost or damaged in transit.
Packages must be sent with freight prepaid. COD shipments will not be accepted.
Please make sure to mark your ONLINE ORDER NUMBER on the outside of your package. If no order number is marked on the package, we will be unable to match it up with your original order, and won’t be able to issue a refund.
For your security, please ship your package with an insured courier (FedEx, UPS, USPS Parcel Post, Canada Post) that provides a tracking number and requires a signature for verification of delivery, and retain your receipt. Fluf is not responsible for items lost or damaged in transit.
Packages must be sent with freight prepaid. COD shipments will not be accepted.
03
Returns are processed within 4-6 business days of receipt, sometimes sooner. We'll send you an email when your refund has been processed. Depending on your bank, it can take 4-6 business days for the refund to appear in your account. If your refund has not appeared within a couple of weeks of your refund confirmation email, please contact your bank directly.
04
If you would like to make an exchange, please start a return for the item that you do not wish to keep by emailing support@fluf.ca, and place a new order for the desired exchange item.
Please note that for international exchanges, we are unable to refund duties and/or fees paid to customs as part of the initial or exchange order.
Please note that for international exchanges, we are unable to refund duties and/or fees paid to customs as part of the initial or exchange order.
05
All Fluf bags are handmade with great care, and we stand behind the quality of our products. Products purchased through fluf.ca have a 1 year limited warranty against defects in material and manufacturing. Please note that this does not cover accidents, improper care, negligence, or general wear and tear.
While manufacturing errors are uncommon, if you receive a defective product please reach out to support@fluf.ca as soon as possible, include the following information:
1) your online order number
2) a brief description of the issue and
3) image(s) that clearly show the problem.
** We may request to have the defective item shipped back to us (at our expense) in order to further assess the issue, so please be sure to hang onto it until the issue has been fully resolved.
We would love to help you however we can, but we are unable to process any warranty claims, returns, credits, or replacements for products purchased outside of fluf.ca. In that case, please reach out to your Fluf retailer directly.
While manufacturing errors are uncommon, if you receive a defective product please reach out to support@fluf.ca as soon as possible, include the following information:
1) your online order number
2) a brief description of the issue and
3) image(s) that clearly show the problem.
** We may request to have the defective item shipped back to us (at our expense) in order to further assess the issue, so please be sure to hang onto it until the issue has been fully resolved.
We would love to help you however we can, but we are unable to process any warranty claims, returns, credits, or replacements for products purchased outside of fluf.ca. In that case, please reach out to your Fluf retailer directly.
Materials + Manufacturing:
01
All Fluf bags are ethically handmade in a small, family-run facility in India, where we share a commitment to paying living wages, and ensuring fair working hours and safe working conditions for all factory employees. All manufacturing facility throughout our supply chain (from field to final packing) are GOTS-certified, which requires strict adherence to social and environmental standards.
02
For reasons of health, safety and sustainability, we manufacture exclusively with organic, renewable and recycled materials. Learn more about the properties and certifications of all of our materials here
03
Our lunch bags are not insulated for reasons of sustainability and washability. They are, however, lined with a water-resistant lining that works well with an ice pack to trap cool air. The flexible material of our bags also allow them to squeeze into a tight spot in a shared work fridge.
04
The lining works well with an icepack to trap cool air and keep food cool. Ideally, we recommend using the bag with any 'no-sweat' ice pack to keep food cool and the bag dry. The lining itself is water-resistant (not water-proof), so if it is used with an ice pack that releases a lot of condensation, some moisture will eventually start to leak through.
05
We use only GOTS-certified organic cotton because it is natural, renewable and biodegradable, and because it eliminates the use of harmful pesticides and fertilizers, protecting people and the planet. Organic cotton also produces about 46% less greenhouse gasses than conventional cotton, and uses 91% less water in the growing process – in part because organic farming builds healthier soils, and in part because organic farmers rely more on rain water.
At this time, organic cotton makes up only about 1-2% of all global cotton production. Conventional cotton is one of the most widely-grown crops in the world and is also considered to be the world’s ‘dirtiest’ crop due to its heavy use of the most hazardous pesticides.
At this time, organic cotton makes up only about 1-2% of all global cotton production. Conventional cotton is one of the most widely-grown crops in the world and is also considered to be the world’s ‘dirtiest’ crop due to its heavy use of the most hazardous pesticides.
06
GOTS stands for ‘Global Organic Textile Standard’ and it is an internationally recognized certification. The accreditation can apply to the raw materials (like organic cotton), the finished product, or to an entire company. While it means something slightly different in each case, GOTS-certification always requires adherence to strict environmental, technical and social criteria. This includes the materials used, sustainable production standards (clean water, etc.), and fair labour practices. For more information on the specific GOTS criteria and standards, check out: https://global-standard.org/the-standard
In our case:
- We use only GOTS-certified organic cotton, traceable back to the field
- All fabric dyes and inks are non-toxic, GOTS-certified, and strictly regulated
- All manufacturing facilities throughout our supply chain (from field to final packing) are fully GOTS-certified, verifying adherence to stringent social, technical and environmental standards
In our case:
- We use only GOTS-certified organic cotton, traceable back to the field
- All fabric dyes and inks are non-toxic, GOTS-certified, and strictly regulated
- All manufacturing facilities throughout our supply chain (from field to final packing) are fully GOTS-certified, verifying adherence to stringent social, technical and environmental standards
07
In the simplest terms, GOTS (Global Organic Textile Standard) is a global certification that covers “organic” textiles throughout the supply chain, while OEKO-TEX® is a global certification that covers “organic and non-organic” textiles and finished products.
GOTS is the world’s leading standard for organic fibers and textile products. Depending on the certification, GOTS also covers the entire manufacturing process – including fair labour practices, and adherence to stringent environmental and technical criteria. To obtain OEKO-TEX® Standard 100 certification, a fabric or finished product (whether organic or not) is tested and certified to be within safe limits of more than 100 substances known to be harmful to human health.
Both standards provide confidence that a raw material or finished product has been independently tested, and is safe for humans.
GOTS is the world’s leading standard for organic fibers and textile products. Depending on the certification, GOTS also covers the entire manufacturing process – including fair labour practices, and adherence to stringent environmental and technical criteria. To obtain OEKO-TEX® Standard 100 certification, a fabric or finished product (whether organic or not) is tested and certified to be within safe limits of more than 100 substances known to be harmful to human health.
Both standards provide confidence that a raw material or finished product has been independently tested, and is safe for humans.
08
Our lunch bag and snack bag lining is a recycled polyester fabric called ‘RPET' (or rPET). RPET is a new fibre, made from 100% recycled PET bottles, like water bottles. Because it’s made from recycled PET, it does not require any petrochemical raw materials, saves natural resources, and uses less energy to manufacture.
Our lining is GRS-certified, and meets the STANDARD 100 by OEKO-TEX® - which means it has been tested for more than 100 harmful substances.
Our lining is GRS-certified, and meets the STANDARD 100 by OEKO-TEX® - which means it has been tested for more than 100 harmful substances.
09
The Global Recycle Standard (GRS) is a voluntary product standard similar to organic certification - but in this case for recycled materials. GRS certification is administered by the Textile Exchange (a global non-profit) and is a holistic standard that verifies that a product really does have the recycled content it claims to have. Like GOTS, GRS also takes into account the full supply chain, addressing traceability, environmental principles, social requirements, chemical content and labelling.
10
Our lunch bag and snack bag lining is made from 100% RPET (recycled PET / water bottles). The lining is GRS-certified, and meets the STANDARD 100 by OEKO-TEX® - which means it has been tested for more than 100 harmful substances.
The water-resistance comes from a thin TPU membrane on the backside (the side that does not come into contact with food). TPU stands for Thermoplastic Polyurethane, and is in the wider class of polyurethanes. However, TPU is different from 'PU' - it is inert, and doesn't require plasticisers (ie. phthalates) to achieve flexibility. It is considered to be safe, non-toxic (it is used in implantable medical devices, and is considered safe for food contact) and environmentally friendly (it biodegrades after 3-5 years in soil).
Our lining does not have any toxic coatings. We adhere to a strict list of restricted toxins & endocrine disruptors: our products are free of BPA, PVC, all PFAS chemicals, PFCs, phthalates, heavy metals, AZO, fire retardants, formaldehyde and more.
The water-resistance comes from a thin TPU membrane on the backside (the side that does not come into contact with food). TPU stands for Thermoplastic Polyurethane, and is in the wider class of polyurethanes. However, TPU is different from 'PU' - it is inert, and doesn't require plasticisers (ie. phthalates) to achieve flexibility. It is considered to be safe, non-toxic (it is used in implantable medical devices, and is considered safe for food contact) and environmentally friendly (it biodegrades after 3-5 years in soil).
Our lining does not have any toxic coatings. We adhere to a strict list of restricted toxins & endocrine disruptors: our products are free of BPA, PVC, all PFAS chemicals, PFCs, phthalates, heavy metals, AZO, fire retardants, formaldehyde and more.
11
No. Our products do not contain any PFAS chemicals.
PFAS (highly toxic fluorinated chemicals) are a family of approximately 9,000 human-made chemicals that are effective at repelling grease, water, and stains. For that reason, they are often found in take-out food containers and wipeable vinyl lunchboxes – as well as hundreds of other consumer products including cookware, stain-resistant carpets and clothing, some cosmetics, outdoor gear, and even dental floss. For more info on the ‘forever chemicals’: https://www.ewg.org/pfaschemicals/what-are-forever-chemicals.html
PFAS (highly toxic fluorinated chemicals) are a family of approximately 9,000 human-made chemicals that are effective at repelling grease, water, and stains. For that reason, they are often found in take-out food containers and wipeable vinyl lunchboxes – as well as hundreds of other consumer products including cookware, stain-resistant carpets and clothing, some cosmetics, outdoor gear, and even dental floss. For more info on the ‘forever chemicals’: https://www.ewg.org/pfaschemicals/what-are-forever-chemicals.html
12
Our lining is water-resistant, but not oil resistant. We have prioritized the health and safety of our products above all else, and at times this requires a trade-off in performance. Unfortunately, chemicals that are most effective at repelling oil are the same chemicals that we avoid in our products (like the PFAS chemicals described above).
The good news is that grease & oil marks will wash out and we think it’s a worthwhile trade-off to avoid ingesting some pretty nasty chemicals. Hope you agree!
The good news is that grease & oil marks will wash out and we think it’s a worthwhile trade-off to avoid ingesting some pretty nasty chemicals. Hope you agree!
13
We use only strictly regulated GOTS-certified fabric dyes and inks. This means they are non-toxic, low-impact and water-based - making them safe for humans and the environment, while also maintaining excellent printing and wash resistance qualities. GOTS-certified inks must also adhere to environmental process requirements, regulating energy and water consumption, and more.
14
Here’s how to care for your new bag:
- For fast clean: rinse the quick-dry, water-resistant lining
- For full clean: throw the whole bag in the washing machine
- Tumble dry low, or air dry with the bag open to allow air-flow
- For fast clean: rinse the quick-dry, water-resistant lining
- For full clean: throw the whole bag in the washing machine
- Tumble dry low, or air dry with the bag open to allow air-flow
15
Our inks and dyes are all water-based, and low-impact, so they are safer for you and our planet than their chemical alternatives. There will be some natural fading over time. Washing inside out with a gentle detergent can help to minimize fading.
Air dry or tumble dry low? Either one is good. The important thing is to make sure your bag gets completely dry. Any fabric will start to develop mold quite quickly if left damp (ie. balled up in a backpack, or in a basement with moisture for more than 24-48 hours). The best way to make sure your bag gets completely dry is to dry it in the sunlight, in a dry area, or in the dryer on a low setting.
Air dry or tumble dry low? Either one is good. The important thing is to make sure your bag gets completely dry. Any fabric will start to develop mold quite quickly if left damp (ie. balled up in a backpack, or in a basement with moisture for more than 24-48 hours). The best way to make sure your bag gets completely dry is to dry it in the sunlight, in a dry area, or in the dryer on a low setting.
16
The general consensus is that our bags are ‘generously sized’ - but, of course, one size doesn’t always fit all! Because we use soft, flexible materials, you can always fold your bag over if you have too much room - something that is difficult with rigid bags or food containers. Our individual product pages provide more information on the size and dimensions of each item, as well as an expandable section called “What will it fit?”. While you may not be using your lunch bag to cart 34 tennis balls, we hope that you get the idea.
Miscellaneous
01
All Fluf products respect the people who make them, the people use them, and the planet we all share. Our values guide everything we do. Learn more out our promise and full sustainability mission here.
02
Thank you for your interest in collaborating with or promoting Fluf! For collaborations of any kind, including donation requests, please email community@fluf.ca. We really appreciate every email, kind word and suggestion that we receive – we do, however, receive a large volume of requests and regret that we are only able to get back to you if it is a mutually good fit.
03
If your store is in the US or any other international location: please apply for access to our wholesale website here: https://wholesale.fluf.ca
If you store is in Canada: please apply for a wholesale account by emailing wholesale@fluf.ca
Please note: Fluf extends wholesale accounts to business-to-consumer stores (online or brick & mortar), that carry a variety of brands only. Buyer must purchase for its own storefront(s) only, and is not permitted to resell Fluf products to any other retailers. We do not extend wholesale accounts to stores or businesses that sell, resell or advertise on any third-party marketplaces, including but not limited to: Amazon, Walmart, ebay, Etsy, Zulily and / or Alibaba.
If you store is in Canada: please apply for a wholesale account by emailing wholesale@fluf.ca
Please note: Fluf extends wholesale accounts to business-to-consumer stores (online or brick & mortar), that carry a variety of brands only. Buyer must purchase for its own storefront(s) only, and is not permitted to resell Fluf products to any other retailers. We do not extend wholesale accounts to stores or businesses that sell, resell or advertise on any third-party marketplaces, including but not limited to: Amazon, Walmart, ebay, Etsy, Zulily and / or Alibaba.
04
Unfortunately, we do not offer any customization or private labelling at this time.
05
We hope so. If not, please refer to our list of contacts above and get in touch!
HELLO?? HELLO!
Wholesale website: click here
Wholesale inquiries: wholesale@fluf.ca
Collaborations + influencers + press: community@fluf.ca
To submit job applications and for all other inquiries: hello@fluf.ca
US FAQs
These FAQs are intended for orders shipping to the US and other international addresses. For ordering within Canada, please refer to: https://ca.fluf.ca
Orders + Shipping
01
Orders are typically processed within 1-2 business days, excluding holidays & weekends. Once on the road, most orders take about 2-7 business days to arrive, depending on the destination and chosen service. Packages shipping to rural or international addresses will take longer to arrive, and other unforeseen shipping delays are inevitable at times.
All US orders ship from our South Burlington, VT warehouse.
All US orders ship from our South Burlington, VT warehouse.
02
For domestic US orders (excluding Hawaii + Alaska):
- Free shipping on orders $39+
- Flat rate of $6.95 for orders under $39
- Flat rate of $14.50 for expedited shipping (2-3 days after leaving the warehouse)
For international orders*: shipping costs are calculated at checkout, and will depend on the number of items (the weight of the shipment), the destination address and the shipping method chosen. You will see the calculated rate options prior to finalizing your order so you can choose whether to proceed or not.
* ‘Int’l orders’ refers to all orders shipping outside of the contiguous US, including the US territories, Hawaii, Alaska and all international destinations.
- Free shipping on orders $39+
- Flat rate of $6.95 for orders under $39
- Flat rate of $14.50 for expedited shipping (2-3 days after leaving the warehouse)
For international orders*: shipping costs are calculated at checkout, and will depend on the number of items (the weight of the shipment), the destination address and the shipping method chosen. You will see the calculated rate options prior to finalizing your order so you can choose whether to proceed or not.
* ‘Int’l orders’ refers to all orders shipping outside of the contiguous US, including the US territories, Hawaii, Alaska and all international destinations.
03
Yes! Once your order has been processed, you will receive an email with a tracking number. The tracking number won’t update until the package has been picked up by the courier, so please allow about 12 hours for the tracking information to update after you receive it.
04
Yes! We ship to most countries in the world, and shipping rates are calculated at checkout (see question on shipping cost for more info).
05
Any orders shipping from our US warehouse to an address outside of the US may be subject to import duties or other fees imposed by the destination country. All customs duties and fees are the responsibility of the recipient.
Import fees will vary by country, and are based on the value of your order. Please do your own research and / or contact your local authorities to determine applicable import fees prior to placing your order – those fees will NOT be added by us when you place your order and may otherwise be an unwelcome surprise when your order is delivered!
* Please note that if you choose to return an item that was shipped internationally, we are unable to refund any customs duties or import fees paid.
Import fees will vary by country, and are based on the value of your order. Please do your own research and / or contact your local authorities to determine applicable import fees prior to placing your order – those fees will NOT be added by us when you place your order and may otherwise be an unwelcome surprise when your order is delivered!
* Please note that if you choose to return an item that was shipped internationally, we are unable to refund any customs duties or import fees paid.
06
To use a promo code, first add all the items you’d like to purchase to your shopping cart and then proceed to the checkout page. Enter the code where indicated and hit “Apply”. Only one promo code can be applied per order.
07
Once we receive your order, we start working on it right away and our warehouse works fast. If you would like to edit or cancel your order after placing it, please email support@fluf.ca as soon as possible. We’ll do our very best to accommodate your request. If your order has already been processed, it will be too late to change anything. In that case, you can request a return or exchange by contacting the same email address.
If you input an incorrect shipping address, please contact the carrier directly after receiving your tracking number to attempt to have it redirected and delivered to the correct address. Otherwise, if the package is returned to us and you would like to have it resent to a different address, a shipping charge will be added before resending.
If you input an incorrect shipping address, please contact the carrier directly after receiving your tracking number to attempt to have it redirected and delivered to the correct address. Otherwise, if the package is returned to us and you would like to have it resent to a different address, a shipping charge will be added before resending.
08
We don’t know why, but it’s not uncommon for carriers to prematurely mark a package as “delivered” when it is not. If you receive a notification that your package has been delivered but you haven’t received it yet, we suggest checking with neighbors as packages sometimes show up there. If not, please wait another 24-48 hours and chances are very good that your package will show up.
For other issues related to delivery or tracking, the easiest and fastest way to get a resolution is to reach out directly to the shipping company. Sometimes carriers will require additional information from you in order to complete the delivery.
If still you’re unable to resolve the issue with the shipping company, feel free to reach out to support@fluf.ca and we’ll try our very best to help you get to the bottom of it!
For other issues related to delivery or tracking, the easiest and fastest way to get a resolution is to reach out directly to the shipping company. Sometimes carriers will require additional information from you in order to complete the delivery.
If still you’re unable to resolve the issue with the shipping company, feel free to reach out to support@fluf.ca and we’ll try our very best to help you get to the bottom of it!
09
Yes! USPS ships to PO Boxes.
10
Prices are stated in USD. For your security, payments for all purchases made on this site are processed through Shopify, in compliance with the highest standards. Fluf does not receive or store credit card numbers from online transactions.
11
If the item is still live on our site, it will most likely be restocked in the future. On the product page, click "Email when available" to be notified when the item is back in stock. Depending on what stage of production we are at, the lead time could range from no time, to three months +.
Warranty + Returns
01
We want you to be completely satisfied! You are welcome to return Fluf item(s) purchased on this website within 30 days of the date of purchase, provided that the product is in its original condition (in original packaging, with product tags). We’ll refund your card for the purchase price, less shipping, once we receive your return package.
All sale items are final sale and cannot be returned or exchanged.
Unfortunately, we are unable to accept returns for Fluf items purchased at locations other than this site, either through another on-line retailer or through a retail store.
All sale items are final sale and cannot be returned or exchanged.
Unfortunately, we are unable to accept returns for Fluf items purchased at locations other than this site, either through another on-line retailer or through a retail store.
02
To return an item, please email us at support@fluf.ca with your order number and the reason for the return. We will send you a return warehouse address, depending on where you are based.
Please make sure to mark your ONLINE ORDER NUMBER on the outside of your package. If no order number is marked on the package, we will be unable to match it up with your original order, and won’t be able to issue a refund.
For your security, please ship your package with an insured courier (FedEx, UPS, USPS Parcel Post, Canada Post) that provides a tracking number and requires a signature for verification of delivery, and retain your receipt. Fluf is not responsible for items lost or damaged in transit.
Packages must be sent with freight prepaid. COD shipments will not be accepted.
Please make sure to mark your ONLINE ORDER NUMBER on the outside of your package. If no order number is marked on the package, we will be unable to match it up with your original order, and won’t be able to issue a refund.
For your security, please ship your package with an insured courier (FedEx, UPS, USPS Parcel Post, Canada Post) that provides a tracking number and requires a signature for verification of delivery, and retain your receipt. Fluf is not responsible for items lost or damaged in transit.
Packages must be sent with freight prepaid. COD shipments will not be accepted.
03
Returns are processed within 4-6 business days of receipt, sometimes sooner. We'll send you an email when your refund has been processed. Depending on your bank, it can take 4-6 business days for the refund to appear in your account. If your refund has not appeared within a couple of weeks of your refund confirmation email, please contact your bank directly.
04
If you would like to make an exchange, please start a return for the item that you do not wish to keep by emailing support@fluf.ca, and place a new order for the desired exchange item.
Please note that for international exchanges, we are unable to refund duties and/or fees paid to customs as part of the initial or exchange order.
Please note that for international exchanges, we are unable to refund duties and/or fees paid to customs as part of the initial or exchange order.
05
All Fluf bags are handmade with great care, and we stand behind the quality of our products. Products purchased through fluf.ca have a 1 year limited warranty against defects in material and manufacturing. Please note that this does not cover accidents, improper care, negligence, or general wear and tear.
While manufacturing errors are uncommon, if you receive a defective product please reach out to support@fluf.ca as soon as possible, include the following information:
1) your online order number
2) a brief description of the issue and
3) image(s) that clearly show the problem.
** We may request to have the defective item shipped back to us (at our expense) in order to further assess the issue, so please be sure to hang onto it until the issue has been fully resolved.
We would love to help you however we can, but we are unable to process any warranty claims, returns, credits, or replacements for products purchased outside of fluf.ca. In that case, please reach out to your Fluf retailer directly.
While manufacturing errors are uncommon, if you receive a defective product please reach out to support@fluf.ca as soon as possible, include the following information:
1) your online order number
2) a brief description of the issue and
3) image(s) that clearly show the problem.
** We may request to have the defective item shipped back to us (at our expense) in order to further assess the issue, so please be sure to hang onto it until the issue has been fully resolved.
We would love to help you however we can, but we are unable to process any warranty claims, returns, credits, or replacements for products purchased outside of fluf.ca. In that case, please reach out to your Fluf retailer directly.
Materials + Manufacturing:
01
All Fluf bags are ethically handmade in a small, family-run facility in India, where we share a commitment to paying living wages, and ensuring fair working hours and safe working conditions for all factory employees. All manufacturing facility throughout our supply chain (from field to final packing) are GOTS-certified, which requires strict adherence to social and environmental standards.
02
For reasons of health, safety and sustainability, we manufacture exclusively with organic, renewable and recycled materials. Learn more about the properties and certifications of all of our materials here
03
Our lunch bags are not insulated for reasons of sustainability and washability. They are, however, lined with a water-resistant lining that works well with an ice pack to trap cool air. The flexible material of our bags also allow them to squeeze into a tight spot in a shared work fridge.
04
The lining works well with an icepack to trap cool air and keep food cool. Ideally, we recommend using the bag with any 'no-sweat' ice pack to keep food cool and the bag dry. The lining itself is water-resistant (not water-proof), so if it is used with an ice pack that releases a lot of condensation, some moisture will eventually start to leak through.
05
We use only GOTS-certified organic cotton because it is natural, renewable and biodegradable, and because it eliminates the use of harmful pesticides and fertilizers, protecting people and the planet. Organic cotton also produces about 46% less greenhouse gasses than conventional cotton, and uses 91% less water in the growing process – in part because organic farming builds healthier soils, and in part because organic farmers rely more on rain water.
At this time, organic cotton makes up only about 1-2% of all global cotton production. Conventional cotton is one of the most widely-grown crops in the world and is also considered to be the world’s ‘dirtiest’ crop due to its heavy use of the most hazardous pesticides.
At this time, organic cotton makes up only about 1-2% of all global cotton production. Conventional cotton is one of the most widely-grown crops in the world and is also considered to be the world’s ‘dirtiest’ crop due to its heavy use of the most hazardous pesticides.
06
GOTS stands for ‘Global Organic Textile Standard’ and it is an internationally recognized certification. The accreditation can apply to the raw materials (like organic cotton), the finished product, or to an entire company. While it means something slightly different in each case, GOTS-certification always requires adherence to strict environmental, technical and social criteria. This includes the materials used, sustainable production standards (clean water, etc.), and fair labour practices. For more information on the specific GOTS criteria and standards, check out: https://global-standard.org/the-standard
In our case:
- We use only GOTS-certified organic cotton, traceable back to the field
- All fabric dyes and inks are non-toxic, GOTS-certified, and strictly regulated
- All manufacturing facilities throughout our supply chain (from field to final packing) are fully GOTS-certified, verifying adherence to stringent social, technical and environmental standards
In our case:
- We use only GOTS-certified organic cotton, traceable back to the field
- All fabric dyes and inks are non-toxic, GOTS-certified, and strictly regulated
- All manufacturing facilities throughout our supply chain (from field to final packing) are fully GOTS-certified, verifying adherence to stringent social, technical and environmental standards
07
In the simplest terms, GOTS (Global Organic Textile Standard) is a global certification that covers “organic” textiles throughout the supply chain, while OEKO-TEX® is a global certification that covers “organic and non-organic” textiles and finished products.
GOTS is the world’s leading standard for organic fibers and textile products. Depending on the certification, GOTS also covers the entire manufacturing process – including fair labour practices, and adherence to stringent environmental and technical criteria. To obtain OEKO-TEX® Standard 100 certification, a fabric or finished product (whether organic or not) is tested and certified to be within safe limits of more than 100 substances known to be harmful to human health.
Both standards provide confidence that a raw material or finished product has been independently tested, and is safe for humans.
GOTS is the world’s leading standard for organic fibers and textile products. Depending on the certification, GOTS also covers the entire manufacturing process – including fair labour practices, and adherence to stringent environmental and technical criteria. To obtain OEKO-TEX® Standard 100 certification, a fabric or finished product (whether organic or not) is tested and certified to be within safe limits of more than 100 substances known to be harmful to human health.
Both standards provide confidence that a raw material or finished product has been independently tested, and is safe for humans.
08
Our lunch bag and snack bag lining is a recycled polyester fabric called ‘RPET' (or rPET). RPET is a new fibre, made from 100% recycled PET bottles, like water bottles. Because it’s made from recycled PET, it does not require any petrochemical raw materials, saves natural resources, and uses less energy to manufacture.
Our lining is GRS-certified, and meets the STANDARD 100 by OEKO-TEX® - which means it has been tested for more than 100 harmful substances.
Our lining is GRS-certified, and meets the STANDARD 100 by OEKO-TEX® - which means it has been tested for more than 100 harmful substances.
09
The Global Recycle Standard (GRS) is a voluntary product standard similar to organic certification - but in this case for recycled materials. GRS certification is administered by the Textile Exchange (a global non-profit) and is a holistic standard that verifies that a product really does have the recycled content it claims to have. Like GOTS, GRS also takes into account the full supply chain, addressing traceability, environmental principles, social requirements, chemical content and labelling.
10
Our lunch bag and snack bag lining is made from 100% RPET (recycled PET / water bottles). The lining is GRS-certified, and meets the STANDARD 100 by OEKO-TEX® - which means it has been tested for more than 100 harmful substances.
The water-resistance comes from a thin TPU membrane on the backside (the side that does not come into contact with food). TPU stands for Thermoplastic Polyurethane, and is in the wider class of polyurethanes. However, TPU is different from 'PU' - it is inert, and doesn't require plasticisers (ie. phthalates) to achieve flexibility. It is considered to be safe, non-toxic (it is used in implantable medical devices, and is considered safe for food contact) and environmentally friendly (it biodegrades after 3-5 years in soil).
Our lining does not have any toxic coatings. We adhere to a strict list of restricted toxins & endocrine disruptors: our products are free of BPA, PVC, all PFAS chemicals, PFCs, phthalates, heavy metals, AZO, fire retardants, formaldehyde and more.
The water-resistance comes from a thin TPU membrane on the backside (the side that does not come into contact with food). TPU stands for Thermoplastic Polyurethane, and is in the wider class of polyurethanes. However, TPU is different from 'PU' - it is inert, and doesn't require plasticisers (ie. phthalates) to achieve flexibility. It is considered to be safe, non-toxic (it is used in implantable medical devices, and is considered safe for food contact) and environmentally friendly (it biodegrades after 3-5 years in soil).
Our lining does not have any toxic coatings. We adhere to a strict list of restricted toxins & endocrine disruptors: our products are free of BPA, PVC, all PFAS chemicals, PFCs, phthalates, heavy metals, AZO, fire retardants, formaldehyde and more.
11
No. Our products do not contain any PFAS chemicals.
PFAS (highly toxic fluorinated chemicals) are a family of approximately 9,000 human-made chemicals that are effective at repelling grease, water, and stains. For that reason, they are often found in take-out food containers and wipeable vinyl lunchboxes – as well as hundreds of other consumer products including cookware, stain-resistant carpets and clothing, some cosmetics, outdoor gear, and even dental floss. For more info on the ‘forever chemicals’: https://www.ewg.org/pfaschemicals/what-are-forever-chemicals.html
PFAS (highly toxic fluorinated chemicals) are a family of approximately 9,000 human-made chemicals that are effective at repelling grease, water, and stains. For that reason, they are often found in take-out food containers and wipeable vinyl lunchboxes – as well as hundreds of other consumer products including cookware, stain-resistant carpets and clothing, some cosmetics, outdoor gear, and even dental floss. For more info on the ‘forever chemicals’: https://www.ewg.org/pfaschemicals/what-are-forever-chemicals.html
12
Our lining is water-resistant, but not oil resistant. We have prioritized the health and safety of our products above all else, and at times this requires a trade-off in performance. Unfortunately, chemicals that are most effective at repelling oil are the same chemicals that we avoid in our products (like the PFAS chemicals described above).
The good news is that grease & oil marks will wash out and we think it’s a worthwhile trade-off to avoid ingesting some pretty nasty chemicals. Hope you agree!
The good news is that grease & oil marks will wash out and we think it’s a worthwhile trade-off to avoid ingesting some pretty nasty chemicals. Hope you agree!
13
We use only strictly regulated GOTS-certified fabric dyes and inks. This means they are non-toxic, low-impact and water-based - making them safe for humans and the environment, while also maintaining excellent printing and wash resistance qualities. GOTS-certified inks must also adhere to environmental process requirements, regulating energy and water consumption, and more.
14
Here’s how to care for your new bag:
- For fast clean: rinse the quick-dry, water-resistant lining
- For full clean: throw the whole bag in the washing machine
- Tumble dry low, or air dry with the bag open to allow air-flow
- For fast clean: rinse the quick-dry, water-resistant lining
- For full clean: throw the whole bag in the washing machine
- Tumble dry low, or air dry with the bag open to allow air-flow
15
Our inks and dyes are all water-based, and low-impact, so they are safer for you and our planet than their chemical alternatives. There will be some natural fading over time. Washing inside out with a gentle detergent can help to minimize fading.
Air dry or tumble dry low? Either one is good. The important thing is to make sure your bag gets completely dry. Any fabric will start to develop mold quite quickly if left damp (ie. balled up in a backpack, or in a basement with moisture for more than 24-48 hours). The best way to make sure your bag gets completely dry is to dry it in the sunlight, in a dry area, or in the dryer on a low setting.
Air dry or tumble dry low? Either one is good. The important thing is to make sure your bag gets completely dry. Any fabric will start to develop mold quite quickly if left damp (ie. balled up in a backpack, or in a basement with moisture for more than 24-48 hours). The best way to make sure your bag gets completely dry is to dry it in the sunlight, in a dry area, or in the dryer on a low setting.
16
The general consensus is that our bags are ‘generously sized’ - but, of course, one size doesn’t always fit all! Because we use soft, flexible materials, you can always fold your bag over if you have too much room - something that is difficult with rigid bags or food containers. Our individual product pages provide more information on the size and dimensions of each item, as well as an expandable section called “What will it fit?”. While you may not be using your lunch bag to cart 34 tennis balls, we hope that you get the idea.
Miscellaneous
01
All Fluf products respect the people who make them, the people use them, and the planet we all share. Our values guide everything we do. Learn more out our promise and full sustainability mission here.
02
Thank you for your interest in collaborating with or promoting Fluf! For collaborations of any kind, including donation requests, please email community@fluf.ca. We really appreciate every email, kind word and suggestion that we receive – we do, however, receive a large volume of requests and regret that we are only able to get back to you if it is a mutually good fit.
03
If your store is in the US or any other international location: please apply for access to our wholesale website here: https://wholesale.fluf.ca
If you store is in Canada: please apply for a wholesale account by emailing wholesale@fluf.ca
Please note: Fluf extends wholesale accounts to business-to-consumer stores (online or brick & mortar), that carry a variety of brands only. Buyer must purchase for its own storefront(s) only, and is not permitted to resell Fluf products to any other retailers. We do not extend wholesale accounts to stores or businesses that sell, resell or advertise on any third-party marketplaces, including but not limited to: Amazon, Walmart, ebay, Etsy, Zulily and / or Alibaba.
If you store is in Canada: please apply for a wholesale account by emailing wholesale@fluf.ca
Please note: Fluf extends wholesale accounts to business-to-consumer stores (online or brick & mortar), that carry a variety of brands only. Buyer must purchase for its own storefront(s) only, and is not permitted to resell Fluf products to any other retailers. We do not extend wholesale accounts to stores or businesses that sell, resell or advertise on any third-party marketplaces, including but not limited to: Amazon, Walmart, ebay, Etsy, Zulily and / or Alibaba.
04
Unfortunately, we do not offer any customization or private labelling at this time.
05
We hope so. If not, please refer to our list of contacts above and get in touch!