Return Policy

Returns

ORDER HASN’T ARRIVED

We want to make sure your CuddleBuddys arrive safely! Here’s how we handle lost packages:

If your order hasn’t arrived:

  1. Check the Tracking: Check your email for your order’s tracking number and track it on the carrier’s website.
  2. Contact Us: If the tracking information doesn’t help, email us at cuddlebuddys.com with your order number.

What happens next:

  • Standard Shipping: 15 days after your order is shipped (domestically) we’ll file a missing mail form on your behalf.
  • Express Shipping: 5 days after your order is shipped we can file a missing mail form
  • Standard International: 30 days after your order is shipped we’ll file a missing mail form on your behalf.

Once the missing mail form is filed:

  • Wait 15 more days for domestic mail: If your package isn’t marked delivered within 15 days of filing the form, you can choose a full refund or a replacement order.
  • Wait 15 more days for international mail: If your package isn’t located within 15 days of filing the form, you can choose a full refund or a replacement order.

Packages marked “Delivered”:

  • Check Around: If the tracking says “delivered” but you can’t find it, please check with your neighbors, housemates, and local post office.

Stolen Packages:

  • We are not responsible for stolen items. However, we can provide you with any information you need to file a police report.
  • Tip: To prevent theft, consider selecting “signature required” shipping at checkout.

By placing an order with CuddleBuddys, you agree to these terms.

INCORRECT ORDER?

Here’s how our return and refund policy works:

Custom Orders:

  • Wrong Photo? We’ve got you covered: If the custom CuddleBuddy you receive doesn’t match the photo you selected, you can return it for a full refund or replacement within 30 days of receiving it.
  • All custom products are final sale. We can’t offer refunds for custom products with your personal content, but we do ensure they’re never modified or resold.

Missing Items:

  • Let us know ASAP: If an item is missing from your order, please contact us within 30 days of receiving it. We’ll happily get the missing item to you right away.

Return Conditions:

  • Original Packaging Required: To qualify for a refund, your CuddleBuddy must be returned in its original packaging, including any accessories, manuals, and documentation.

Non-Refundable Items:

  • Retailer Purchases: Items purchased from authorized retailers cannot be returned to us.
  • Customer Mishandling: We cannot offer refunds for products damaged due to customer mishandling.
  • Proof of Defect: In some cases, we may ask you to provide a video or photo of the defective product to process your refund or replacement.
  • CuddleBuddys Final Decision: We reserve the right to deny any refund or replacement request based on our review.

How to Start a Return:

  • Contact Us: To begin the return process, please email us at [email protected] with the following information:
    • Order Number: This helps us identify your purchase quickly.
    • Proof of Purchase: This could be a receipt or order confirmation email.
    • Video/Photo (if applicable): If your product is defective, include a video or photo showing the issue.
    • Delivery Address: Make sure to provide your complete delivery address for the replacement item.
    • Contact Number: We may need to reach you for further details.

By placing an order with CuddleBuddys, you agree to these terms.

DID YOU RECEIVE A FAULTY PRODUCT?

All of our products are covered by a 30 day warranty from the date of receipt (and 45 days if purchased in December) – If you have a faulty product let us know ASAP and we’ll quickly help to resolve the issue.

CANCELLING OR AMENDING ORDERS

  • Custom products: Once you’ve confirmed your photo placement for our custom products we cannot cancel or modify it.
  • Other products: Once your shipping label is printed we cannot cancel or modify your order.

Unwanted Items:

  • Return for Refund: If you change your mind about an item after placing your order, you can return it for a refund (subject to our refund policy).
  • Return Costs: Please note that you are responsible for the cost of returning the item unless it’s faulty.

By placing an order with CuddleBuddys, you agree to these terms.

We recommend reviewing your order carefully before submitting it.

REFUNDS

Processed refunds are completed within 10 business days. Refunds will be issued based on your original form of payment (PayPal, credit card, debit card, etc.)