If your Cuddle Clones 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)
We offer a full refund to you, less the cost of the return shipping and added rush fees, on the following products, if you are not satisfied with the result:
- Plush Cuddle Clones
- Golf Headcovers
- Plush Holiday Stockings
- 3D-Printed Sandstone Figurines and Ornaments
ALL OTHER PRODUCTS
There are no refunds for the following items:
- All Pet Print Items (e.g. Mugs, Blankets, Socks, Pajamas)
- Accessories (e.g. Collars, Face Masks)
- Gift Cards
- Rush Fees
- Plush Products & 3-D products that have undergone corrections
- Lost or stolen packages
Should a customer choose to reject a package at the border, creating a "Return to Sender" package there will be a one-time restocking fee assessed of $100.
LOST OR STOLEN PACKAGES
If your order was lost or stolen, Cuddle Clones will remake the Clone and file a claim with the carrier. No refunds will be issued for lost or stolen packages. A signature will be required to receive the final shipment.
You must notify us within 30 days of your intent to return the item to be eligible for a refund. You then have an additional 15 days to return the item to us to remain eligible. Once we receive the item back, we will process the refund. Please ship your item back to us at Cuddle Clones, 115 W. Bartges Suite 401, Akron, OH 44311, using the most economical method for you that still has a tracking number, otherwise, we cannot guarantee that we have received the returned item.
You can notify us by calling us at (800) 793-0870 or emailing us at firstname.lastname@example.org. Please include your contact information, pet’s name and order number, if known, in your message.
If you are returning an order purchased wholly or in part with a gift card, the amount of the purchase made on the gift card will be refunded to the gift card.