Refund policy

Return, Refund & Replacement Policy

All sales are final. Plushie Pal Factory does not accept returns or exchanges for unwanted items, changes of mind, incorrect selections, or orders no longer needed.

Custom, Fundraising and Bulk Orders

The following purchases are nonreturnable and nonrefundable:

Custom-printed or personalized products
Fundraising orders
Discounted bulk orders
Special orders
Sale and clearance items
Products that have been stuffed, worn, used, altered, or removed from their original packaging

Customers are responsible for reviewing all order details, quantities, animal selections, sizes, spelling, colors, logos, and approved artwork before the order is finalized. Products produced according to the information or artwork approved by the customer are not considered defective.

Damaged, Defective or Incorrect Items

We will replace an item if it arrives damaged or defective or if the wrong item was sent due to an error by Plushie Pal Factory™.

Please inspect your shipment promptly after delivery. Any damaged, defective, incorrect, or missing items must be reported within 14 calendar days of the carrier-confirmed delivery date by emailing sales@plushiepalfactory.com.

Your email must include:

Your name and order number
A description of the problem
Clear photographs of the item, packaging, and shipping label
The quantity affected

Please keep all products and original packaging until your claim has been reviewed. Reporting an issue does not automatically guarantee a refund or replacement. We may request additional photographs or information before approving a claim.

Lost Packages

Packages reported as lost in transit must go through a formal claims investigation with the shipping carrier. Plushie Pal Factory cannot issue a replacement while the carrier’s investigation is pending.

If the carrier confirms that the package was lost during transit, a replacement order will be sent after the investigation has been completed and the claim has been closed.

Packages marked as delivered by the carrier are not considered lost in transit. These reports will be reviewed using the carrier’s tracking information, delivery confirmation, photograph, GPS records, or signature record when available.

Plushie Pal Factory™ is not responsible for packages delivered to an incorrect address provided by the customer or for packages that are lost or stolen after confirmed delivery.

Approved Claims

When a claim is approved, Plushie Pal Factory will determine the appropriate resolution, which may include replacing the affected item, providing store credit, or issuing a refund for the affected item.

Replacements are limited to the same item originally purchased whenever inventory is available. If the original product is unavailable, we will contact you regarding an appropriate alternative.

Unauthorized Returns

Do not mail an item back without contacting us and receiving return authorization and instructions. Packages returned without authorization may be refused and will not qualify for a refund, exchange, or store credit.

When an authorized return is required, the item must be unused, unstuffed, unworn, unwashed, unaltered, and in its original packaging. Unless the return is due to an error by Plushie Pal Factory™, the customer is responsible for return shipping. Original shipping charges are nonrefundable.

Refund Processing

If a refund is approved, it will be issued to the original payment method. Please allow approximately 5–10 business days after the refund is processed for the credit to appear. Processing times vary depending on the customer’s bank or credit card company.

If an approved refund has not appeared after 10 business days, please contact your financial institution first. You may then contact us at sales@plushiepalfactory.com for additional assistance.

Shipping Damage

If a package arrives visibly damaged, photograph the outside of the package, the shipping label, the interior packaging, and the affected products. These photographs may be required to submit a claim with the shipping carrier.

For assistance with an order, please email sales@plushiepalfactory.com before returning any products. If a return is authorized, we will provide the correct return instructions and address.