Policies
For any issues with your order, please contact us at info@cuddleclones.com within 30 days of receiving your item.
Returns:
Except in the case of exchanges for incorrect items only, you will be responsible for paying for return shipping costs. Damaged or defective items are not required to be returned to us. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item valued over $75, you should consider using a trackable shipping service or purchasing shipping insurance.
Original shipping costs are non-refundable.
Plush Products
If you are unsatisfied with your plush product for any reason, we will offer you a full refund, less the cost of the return shipping and any added rush delivery fees. Please contact us within 30 days of receiving your product to be eligible for a refund. This applies to the following products:
- Plush Cuddle Clones
- Plush Golf Club Headcovers
- Plush Slippers
- Bobblehead
We are not able to offer refunds or returns for the following products:
- All Pet Print Items (mugs, blankets, socks, pajamas, etc.)
- Products that require a photo;All of our custom pet products go through a careful QA process beginning with the pictures of your pet provided. If for any reason we are concerned that your pictures will not give you the exact product that you want we will reach out via email and text message, 3 times, before cancelling your order and supplying you with a gift card to re-start the order when you are ready.
- Accessories (collars, face masks, etc.)
- Rush Creation Fees
- Gift Cards
- Plush products that have undergone corrections
If your item is eligible for a return for refund - returns will be processed within 5-7 business days of receipt. You will receive an email confirmation that the item(s) has been received, and that a refund has been issued. Please allow 3-5 business days for bank processing time. Original shipping fees will not be refunded
Exchanges:
If your product is incorrect or damaged upon arrival, we will correct the error at no cost to you. Please contact us within 30 days of receiving your product and we will email you a prepaid return shipping label. Incorrect products are defined as products:
- Which are broken or damaged upon delivery
- Where the customization choices on the order were not followed (e.g. you chose the sitting position for a Cuddle Clone but the Cuddle Clone was made standing)
- The spelling on the sewn-in label was incorrect due to our error
- Where the product itself is defective (e.g. a split seam)
Lost or damaged products:
Lost or Damaged Products - If your product is lost or damaged, we will re-ship your order at no additional cost to you. A lost package is defined as a package that has not arrived to you after 30 days of shipment and does not have a confirmed delivery by USPS or FedEx.
Delivery:
Please be aware that once the package leaves the warehouse, it is the responsibility of the carrier to make sure you receive your package. If your address was provided incorrectly or the carrier is unable to contact you via the provided phone number with questions, your package may be returned to us. We are not responsible for additional shipping costs associated with returned packages.
We will attempt to ship your package 2 times. If an address update is required, customers will be responsible for any additional shipping costs. Any shipments returned to sender again will be refunded, less the original shipping costs
Gift cards:
Gift Cards are non-refundable. Any purchases made with a gift card, the amount will be refunded back to the Gift card
Duty fees for International orders:
Cuddle Clones is not responsible for any duty fees applied by the courier prior to receiving delivery
Coupons:
Discounts must be applied at the time of purchasing. We are unable to apply a discount to an already placed order
Free Gifts:
Free gifts must be returned along with your clone in order to receive a full refund. If free gift is not returned then refund due will be minus price of the free gift.
Late or missing refunds:
If you haven’t received a refund yet, first check with your bank or credit card company. It may take some time before your refund is posted, typically 3-5 business days. If you’ve taken these steps, please contact us atinfo@cuddleclones.com.
Cancellations and refunds:
You may cancel an order for a full refund before it is in production status. However, rush frees are non-refundable. Simply contact us at info@cuddleclones.com
