Refund policy

Orders are typically prepared within one to four business days before being handed off to shipping carriers, after which delivery time will depend on the selected method and destination. This processing window allows time for order verification, packaging, and fulfillment before transit begins.

For customers who experience shipping-related issues, there are different support options depending on whether additional protection was purchased at checkout. Orders that include Checkout+ coverage, which provides package protection and complimentary return shipping, can have claims submitted through the designated online portal. This system is designed to handle issues such as lost, delayed, or damaged shipments in a structured way. If Checkout+ was not added to the order, customers are still able to report problems by contacting customer support directly, although coverage eligibility may vary depending on the situation.

Returns must be initiated through the official return process by selecting the return option and following the guided steps. Customers generally have up to 30 days from the date of delivery to complete a return request, with extended windows sometimes available during holiday periods. All returned items must be in unused and original condition to qualify for a full refund. Products should be repackaged carefully in a manner similar to how they were originally shipped, including proper internal stuffing and careful folding of handles or straps to prevent damage during transit.

While direct product exchanges are not offered, customers who wish to exchange an item can do so by selecting a store credit refund option. Once the return is scanned and processed by the carrier, a digital credit is issued to the customer’s email address. This credit can then be used to place a new order at any time, effectively allowing an indirect exchange process through repurchasing.

Certain conditions may result in partial refunds rather than full reimbursement. These situations can include items that are returned damaged, incomplete, or not in their original condition for reasons unrelated to shipping or manufacturing errors. The company maintains the right to evaluate returned items and determine refund eligibility based on their condition upon arrival.

Shipping and handling costs are structured separately from product pricing. Original shipping fees are not refundable, and return shipping charges may apply unless package protection was included in the original purchase. For standard returns without protection coverage, a flat return shipping fee is deducted from the refund amount. Lower-weight packages are subject to a smaller fee, while heavier shipments incur a higher return cost. In contrast, orders that include Checkout+ coverage receive a prepaid return label and are eligible for full product refunds, along with optional pickup services that may involve additional charges. It is important to note that the protection service itself is non-refundable.

Retail store locations may also accept returns for online purchases, providing customers with an alternative return method outside of mailing items back. However, certain products such as Mystery Boxes are considered final sale and cannot be returned or exchanged under any circumstances.

Refunds are processed after returned items are received and inspected. Customers are notified via email once the refund has been initiated. Depending on the selected refund method, funds may be returned to the original payment method or issued as store credit in the form of a digital gift card. Processing typically takes up to ten business days after the return arrives at the facility, although additional time may be required depending on volume or verification needs.

In some cases, delays in receiving refunded funds may be caused by banking institutions rather than the merchant. Banks and credit card providers may require additional processing time, sometimes extending up to one or two weeks. If delays occur beyond this period, customers are encouraged to contact their financial institution for further assistance. If the issue remains unresolved, customer support can be contacted for additional review and help.