FAQ

Trial and Billing
How does the free trial work?

We offer a Free Trial that's just like buying from any other website -- the only difference is we don't charge your account until 8 days after your order is placed.

When you place your order, a temporary hold will be placed on your card, which may appear as “pending” or “processing.” This is to ensure your payment method is valid, but it will not actually post to the account until the end of the trial. Think of this as insurance to ensure the funds will be available at the end of the trial. The trial automatically ends 8 days after you place your order.

Rest assured, you have 50 nights from the time your order was placed to initiate a free return for a full refund. To start a return, send us an email at hello@buffy.co.

Please note the free trial is not applicable for Final Sale orders or orders placed using Shop Pay at checkout.

When will my credit card be charged?

After you place your order and opt in to our in-home trial, a temporary hold will be placed on your card, which may appear as “pending” or “processing” depending on your bank or credit card. This helps us ensure the payment method is valid. At the end of your 7 night trial, your card will be charged.

Please note the free trial is not applicable for orders using Shop Pay at checkout.

What forms of payment do you accept?

We accept PayPal, Apple Pay, Shop Pay, and all major credit and debit cards including Visa, MasterCard, American Express, and Discover. Unfortunately, we cannot accept international credit and debit cards, checks, or money orders. We also offer Afterpay at checkout, which allows you to pay in four monthly instalments with no interest.

Returns and Exchanges
How do I place a return or exchange?

We’re sorry you didn’t love it! Send us an email at hello@buffy.co to initiate a quick and easy return.

What is your return policy?

All returns must be initiated 50 days from ordering from us. Please email us at hello@buffy.co to initiate a quick and easy return. You will be refunded to your original form of payment 7-10 business days after your item(s) is received by our shipping facility.

How long does it take to process a return?

Upon receiving your return in our shipping facility, we will process your refund within 3-5 business days. Please note that based on the card you used to make your purchase, the refund may take up to a month to show up on your statement.

What should I do if I receive the wrong product or size?

Oh no, we want to make it right! If you received the wrong item(s), please email us at hello@buffy.co and we’ll sort things out!

What do you do with returned bedding?

We never resell returned bedding. We donate gently used returns to local shelters and other charities. When items aren’t in condition to donate, we partner with textile recycling facilities. Our goal is for zero Buffy products to end up in landfills.

Can I return a product from the Final Sale collection?

Unfortunately, all products listed on the Final Sale collection cannot be returned or exchanged.

Shipping
Where do you ship?

We offer free shipping in the continental US via FedEx or UPS.

Please note: orders addressed to PO boxes are shipped via USPS and could take up to 10 business days to arrive. 

We also ship to Canada. All Canadian orders will require a payment at checkout for shipping costs. Duties and taxes will be due upon arrival. Please allow up to 2 weeks for your order to arrive.

Currently, we do not ship anywhere else internationally, but stay tuned!

When will my order ship?

All orders are shipped on the next business day. You’ll receive a shipment notification email with a tracking number as soon as your package is on its way.

Having trouble tracking your shipment?

Your tracking number may correspond to a different shipping carrier than what is listed on the order confirmation.

We’ve reached out to our fulfillment warehouse, and they’ve let us know that this is a temporary technical issue that they are working to resolve.

In the meantime, please use this link to find your tracking information: https://parcelsapp.com/

Gifting and Gift Cards
If my giftee doesn’t love their gift, can they return it?

Of course! All they need to do is reach out to hello@buffy.co with their order number. Please note: All refunds will be processed as store credit only and item(s) will need to be returned within 50 days of purchase. Once the return processes, they can use store credit at their leisure—it never expires!

How do I give a gift card?
  • Head to our Comfy Gift Card page and choose the dollar amount you’d like to give.
  • Add your gift card to cart.
  • Complete checkout and watch your inbox for 1) a Buffy order confirmation (note: this is not your gift card!) and 2) a second email (subject line: Your Comfy Gift Card is here!) containing your digital gift card along with easy instructions for forwarding the gift card to your giftee.
How do I redeem my gift card?
  • Add comfy items to your cart.
  • Enter your email address.
  • Enter the 16 digit code into the gift card field.
  • Wait for your new favorite bedding to arrive!
How can I check my gift card balance or add money?

Open your original gift card receipt email to see your current gift card balance. Unfortunately, you can’t add money to an existing gift card.

Can I return a gift card or use a discount or promo?

Gift cards are final sale and cannot be returned. You cannot use discounts or promo codes to purchase a gift card. You can use discounts and promo codes to purchase Buffy products with a gift card (just as you would with any credit or debit card).

Order
How can I update or cancel my order?

We always do our best to accommodate order cancel requests or changes within 1 hour of your purchase, during our regular business hours; Monday-Friday, 10am-5pm ET. If you would like to cancel or update an existing order, please email us at hello@buffy.co. Please note that to ensure our customers receive their orders as soon as possible, our fulfillment center processes orders quickly, which leaves a short window to cancel or change an order, but we’ll do our best to try and help!

How can I check the status of my order?

Within 1-2 business days of placing your order, you’ll receive a shipment notification email with a tracking number letting you know your order is on its way. If you don’t receive one, please check your “promotions” or “spam” folder, since sometimes it can end up there.

Can I use multiple promo codes at checkout?

You can only use one promo code per order. If you’ve come across two valid Buffy promo codes in the wild, pick the one that you want to use more ;)

Products
What are the care instructions for my Buffy products?

Cloud Comforter

Machine wash cold (large commercial washers work best!) with your favorite pro-planet detergent and hang to dry. You can certainly dry the Cloud in your drying machine - if is a larger format machine and the Cloud fits comfortably. If it's too snug, we encourage you to hang dry the Cloud, so as to avoid potentially damaging the comforter.

To cut down on washes, we recommend spot cleaning with non-bleach cleaners like baking soda, or placing the Cloud in one of our machine-washable duvet covers.

Breeze Comforter

Dry clean recommended. Use of our machine-washable covers and sheets is recommended to avoid everyday wear and stains.

Cloud Pillow

Dry clean recommended.

Eucalyptus Sheets

Machine wash cool in a gentle cycle using a mild detergent. Tumble dry low. 

Duvet Cover

Machine wash cool in a gentle cycle using a mild detergent. Tumble dry low. Our duvet covers arrive slightly larger than our comforters and are designed to appropriately shrink after a few cycles through the wash. This allows them to better snuggle with the comforter! For future reference, care instructions can also be found on product tags and towards the bottom of individual product pages.

Is Eucalyptus bedding safe for pets and/or kids?

Yes! Our Eucalyptus fabric is made from lyocell, a man-made cellulosic fiber derived from sustainable wood sources like eucalyptus and harvested from sustainably managed forests. When processed into fiber, all essential oils are removed. This makes it safe for pets, children, and those with sensitive skin!

I’ve noticed some color variations in my hemp products. Why?

Our colorful, Soft Hemp Linen products are dyed with a water-saving, toxic-chemical-free dye called AviteraⓇ! Skipping the harsh chemicals (including para-chloro-aniline, which has been linked to certain cancers) means each of our AviteraⓇ-dyed products has subtle variation in tone and color. We think it adds to the special, one-of-a-kind charm of these pieces, and if it’s a choice between the health of our planet or a perfectly consistent shade of purple—we’re always going to pick Mother Earth!

Do you use virgin polyester?

We use GRS-certified 100% recycled polyester made from BPA-free, PET plastic water bottles in both our signature fluffy fill and our recycled polyester fabrics. While we strive to use recycled plastics in every possible application, some of our filled goods such as comforter ship vacuum-sealed in a high-strength virgin plastic that minimizes their shipping footprint.

Do you use down?

Nope! We don’t support the cruel live-plucking of birds required to harvest down. We don’t use any animal products in anything we make.

Is Buffy vegan?

Yes, all of our products are vegan. We are cruelty-free and never use animal by-products. 

Is Buffy organic certified?

No. Our signature Eucalyptus fabric is made from lyocell, a man-made cellulosic fiber derived from a combination of eucalyptus and other wood pulps. The fibers we source for our products have FSC® and PEFC™ certifications for their sustainable forestry practices, but because lyocell is a man-made fiber, it cannot be organic.

Help! I have a question about my product that wasn’t answered here!

We aim to share everything you need to know about our products on their individual pages, but if you still have questions, just reach out to us at hello@buffy.co.

Brand
How are Buffy products different from other bedding and home brands?

We believe in bedding that is as soft on the earth as it is on your bed. The old-fashioned textile industry has spent years consuming tons of water, harming animals, and polluting our oceans and air with toxic chemicals. We’re here with a fresh start: home goods that are earth-friendly, skin-friendly, cruelty-free, and super-soft. Because we think a comfy night’s sleep is even comfier when it doesn’t harm the environment.  

We’re committed to using sustainably-produced fibers and recycled fluff, but that doesn’t have to mean a compromise on comfort. We don’t only choose materials because they’re better for the planet than the more traditional options, but because they just plain feel better, too.

Learn more about our mission.