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Customer Service |
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| Easy Returns & Exchanges |
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Satisfaction GuaranteeWe are pleased to offer an extended 45 day return policy. Shop knowing they will love the gift, and just in case you are not 100% completely satisfied, we will gladly accept any items for an exchange or refund up to 45 days from the purchase date, as long as the item is in new condition. Please follow the simple instructions below to make your return easy and hassle-free. Special order and personalized items are excluded (noted on individual items page), see section below for more information.
How do I Return or Exchange an Item?Not satisfied with an item? We want to make the return process as easy as possible; so to get an exchange or refund you just create an RMA ticket #. Orders within 45 days of the date of purchase and are not special order or personalized are eligible. To create an RMA ticket, simply login to the Your Account page, view your previous orders and click on the order you wish to return. Then just click on the item you wish to return and we will reply promptly to schedule your return or exchange. Please see the sections below for full information on your specific type of return.
Gift ReturnsIf you wish to return or exchange an item that was set to you as a gift, no problem! Just email us using the Contact Form with your invoice # off the packing slip and the name of the person who sent it to you, and we will reply promptly to schedule your return or exchange. Your choice of store credit (gift certificate) or a refund back to the buyer's credit card will be issued for gift items returned.
Damaged / Defective Items
Unfortunately, despite our best efforts to protect your items, from time to time products get damaged in transit or are defective. Most of the time it's unintentional. (Unless your dog decides to nibble on the delivery man's leg, then all bets are off!) However, we understand it's frustrating and want to make the situation right. We offer free replacements on items damaged in-transit; we just ask that you report all damage within 15 days of receiving the item so a claim can be filed with the shipping carrier. If your item was damaged in-transit, or has a manufacturer defect that inhibits the normal function of the item, we will happily send you a replacement free of charge; just follow the directions above to get a prompt replacement. Replacements are generally sent out the following business day after you notify us of the damage, and arrive to you 3-4 business days later. If the item is no longer available or a replacement cannot be sent, you will be refunded the item cost and the original shipping charges. Products that are returned back that are claimed to be defective, are tested, and found not to be defective will be refunded less the to-and-from shipping charges.
Missing or Incorrect Items
Although we try our best to fulfill every order accurately, we are still human beings just like you, and sometimes we forget to drink our morning cup of joe (or have too much coffee!) and mis-ship items by mistake. If you will please create an RMA ticket following the process described under “How Do I Return or Exchange an Item” above, we will get you a replacement or reship the missing item to you ASAP.
Special Order / Personalized Items
Any defective or broken item will be replaced if we are notified within 15 days of delivery, regardless of if it is personalized or not. However, items marked special order on the product page or personalized items that have monogramming or any other form of personalizing such as engraving letters or names are non-returnable. Please double check your engraving or personalization text before submitting your order, it will be printed exactly as you submit it.
All Other Returns
Didn't love the latest wang-bang-thingy-ma-jig-a-bobber you ordered from us? No worries! All items are eligible for return up to 45 days from the purchase date, excluding special order and personalized items. Items sent for return must be still in new condition with all of the original packaging, and arrive back to us in undamaged condition. (If your item arrived to you damaged, please see the section above to get a free replacement.) Items that have been used or are not in new condition are inelgible for return. We highly recommend you ship items back using a carrier that has insurance such as FedEx or UPS, and use proper packaging to ensure the parcel arrives safely back to us. Used items, or items damaged in shipping that are sent back to us may be refused or subject to a restocking fee at our sole discretion. Items that are refused upon delivery or ordered using a shipping promotion will be refunded less the actual shipping costs incurred by us.
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