Frequently Asked Questions
Questions? We’ve got answers!
If you can’t find what you’re looking for, our customer service is here to help on weekdays from 10 AM to 5 PM (UTC+2).
Ordering and Delivery
You can pay at Ruffy checkout using the following methods:
• Major debit and credit cards
• Apple Pay
• Google Pay
• Klarna invoice
All orders are shipped from Ruffy's own warehouse in Turku, Finland.
We process all orders no later than the next business day. Orders placed before 2 PM usually ship the same day.
All our delivery partners offer a 1–3 business day delivery time within Finland.
You can choose from a wide selection of pickup point and home delivery options:
Pickup point / parcel locker:
• Matkahuolto Lähellä parcel
• PostNord parcel locker / pickup point
• Posti parcel locker / pickup point
• DB Schenker pickup parcel
Home delivery:
• Posti Home Parcel
• PostNord Home Delivery
You’ll always see the available delivery options and prices at checkout.
Yes! We ship to EU countries. Available options:
- PostNord pickup point
- GLS
- UPS Standard
Shipping costs depend on the delivery method and the size of your parcel. You’ll always see the prices at checkout.
Free shipping on orders over €100!
Yes, you can!
Pickup is free from our warehouse:
📍 Puolalankatu 6, Turku (At the K-Market Puolalankatu counter)
Pickup orders are usually ready within about 4 hours after payment. You’ll receive a separate pickup notification by email.
Returns and exchanges
Yes — and it’s easy! You have 14 days for free returns and exchanges.
To accept your return, the following conditions must be met:
• Products must be unused and in resellable condition
• Tags must be attached
• Original packaging must be included
- Log in to your Ruffy customer account using the email you placed your order with.
- Select the order → Request a return.
- Submit the request.
- You’ll receive a confirmation email with return instructions.
- Drop off the package at the location indicated in the instructions.
Once the return has been processed at our warehouse, the refund will be issued automatically to your original payment method.
If you are exchanging a product, the replacement item will be shipped once the original item has arrived at our warehouse.
Absolutely!
Add the exchange details (size/color/product) in the additional information field when submitting your return request. You’ll receive instructions by email on how to proceed with the exchange.
We’re so sorry about that! Contact us right away and we’ll take care of it quickly and smoothly.
Products
Each product page includes a clear size chart and measuring instructions. Please note that every brand and product has its own sizing, so always check the measurements for each new item.
If you’re deciding between two sizes, we generally recommend choosing the larger one for comfort — but you can always ask us for advice!
Yes! You can try the products at home. As long as the item remains in completely new and clean condition, you can return or exchange it within 14 days.
Yes — we only select safe, durable products that we trust with our own pets. We focus on quality, comfort, and responsible materials.
Yes! In our online store, you’ll find plenty of products designed for pets with sensitive stomachs, allergies, or picky eating habits. Each food product page clearly lists the protein source, ingredients, and suitability for special dietary needs.
All products include the legal warranty. If you notice a manufacturing defect or anything unusual, please contact us — we’re always here to help.
Yes! You can purchase a digital gift card that’s conveniently delivered straight to your email. The perfect gift for every pet parent.
