If, for any reason, you are not completely satisfied with our product, you can return any new and unused merchandise within 30 days of your order ship date for a full refund, or within 45 days of your order ship date for store credit or an exchange.
Please make sure that the item being returned is in its new and unused condition, and include the original tags, merchandising box, dust bag, etc., as any returned items showing signs of usage or missing parts will not qualify for a refund. (Unfortunately, being covered in pet hair does constitute a sign of usage ... so if the item looks like it's been your Fluffy's snuggle toy, please don't send it back to us. We'll appreciate it very much. And so will Fluffy.)
For returns postmarked within 30 days of order delivery, a refund will be issued for the original purchase price of the merchandise being returned. The refund will be made in the form of the original payment. For returns postmarked between 31 and 45 days from order delivery, we will issue a store credit. No returns will be accepted after the return window has expired.
Return shipping will be at your own expense (except on qualifying items - see below). We recommend that you package the merchandise properly and insure it as needed to protect yourself in case the package is damaged or lost in transit.
We offer prepaid return labels on the following items:
Please note that this program is only offered to customers located in the US.
Please note that any shipping charges and/or duties/taxes paid to us will not be refunded to you. Please be sure to contact us prior to returning any items. Any fees/duties collected from us upon receipt of your return shipment will be withheld from the refund.
If your original order qualified for a special discount or promotion, and the modified order after the return no longer qualifies for the discount, then the value of the discount or promotion originally applied will be deducted from your refund or credit amount. For example, if we were to have a promotion like "buy any keychain and get a key to a Ferrari to go with it", and you return the keychain - sorry, you can't keep the Ferrari.
If you wish to return an item which was received as a gift, we can either process it as a normal return in the form of the orginal payment, or we can issue you a store credit for the original purchase price of the merchandise being returned. It depends on whether you want Nanna to know you returned the gift (maybe she will go out and buy you another - less nice - gift), or if you want to be able to choose something you like and ... shhh ... Nanna doesn't have to know.
You can exchange any new and unused merchandise within 45 days of your order ship date. Because we offer free standard shipping on all orders within the US, you can feel free to place a new order for the item you want if you do not wish to wait for us to receive the returned item back from you. Otherwise, you can send in the item you wish to exchange following the return terms and conditions above. The package must be postmarked within 45 days from the order delivery date to be accepted for an exchange. If the value of the item(s) being returned is greater than the value of the item(s) to be shipped, we will issue a refund for the difference in the form of the original payment. If the value of the item(s) to be shipped is greater than the value of the item(s) being returned, please contact us to make arrangement for the payment.
274 E. Hamilton Avenue, Suite B
Campbell, CA 95008