Return & Refund Policy

Thank you for shopping on Poppetpals.

More than anything we want you to be happy with your purchase!! If something doesn’t look or feel right, please email us here and we’ll make it right!

If you have any questions, please don't hesitate to contact us here. Please be informed that placing an order means that you accept all the terms mentioned below.

RETURN&REFUND

Custom orders cannot be returned or exchanged because they have been personalized. After placing an order, we will start the order customization process immediately. Therefore, once the order is placed, we can no longer support changes to the customized information, eg. Size or color.

If it is indeed our mistake, we will absolutely fix the problem immediately for you and re-send you a new product. Unfortunately, we do not accept refunds in this situation. Please understand that customized products are with your exclusive customized information. Once sold, they cannot be sold again. We appreciate your understanding!

CANCELLATION

Your order is not eligible to be canceled and modified once it's locked for processing after you placed it.

Please be informed that: Personalized Orders are locked for processing right after the order is completed so it is impossible to make adjustments. Please double check all details before completing the order.

FREE REPLACEMENT

This applies to packages with no movement for more than 3 weeks or far exceeding our estimated time of arrival. If there is no problem with the shipping address, you will receive a FREE replacement in a timely manner. 

Also, we will take full responsibility within 30 days from order arrival, if the product(s)

  • Have been crashed, damaged or faultydue to the fault of our factory or the carrier;
  • Significantly different fromwhat you ordered, eg. your customized information is printed incorrectly

Replacement Process:

Please send us an email including the following information:

  • Order numberand your Email
  • Video/ photo of the defective product
  • If your claim is in regards to a printing error, please include photographs of the error.
  • If your claim is in regards to the sizing issue, please include a measuring tape, stick, or ruler in the photographs of affected garments.

We will re-send you a new product in the above situation if it’s confirmed by our customer service. We believe that REPLACEMENT may help resolve your issue at best. Thus, we do not have policies for refund.

Note:

We typically DO NOT accept replacements due to customers’ mistakes such as providing an incorrect or incomplete address. So please check your address carefully before you check out.

Please allow the 20% difference between advertised images and the actual item you received as sometimes advertised images may be slightly different from the actual item in terms of color due to the lighting during photo shooting or the monitor's display.

REPLACEMENT WITH SMALL FEE

In some cases below, fortunately, replacement can be sent with just a small fee compared to the original price:

You received the wrong item/ design/ size due to incorrectly customized input. 

For a replacement in this situation, you do not need to return the defective item you received.(Usually you can resend by paying the shipping fee.)(About 15$)

Every customer matters, your happiness will also be customized in each and every contact with us. Thank you for placing trust in our business and letting us do what we love!

If you have any questions, please don't hesitate to contact us here.  If you run into any issues, feel free to drop us an email at service@poppetpals.com