Refund policy

We’re an independently owned business and operate on a much smaller scale than big box stores and are unable to maintain a liability budget required to make the same excess of accommodations chain retailers provide. Our store has never operated with an ability to provide cash refunds outside of extremely rare circumstance and can no longer accommodate customer accounts for store credit. As we continue to grow and look forward to meeting our customers’ needs to the best of our abilities our return and exchange policies may be subject to change, but for now and the foreseeable future these are the policies that we are able to consistently provide.

In Store Expectations
If an item is broken, damaged, licked, chewed, or handled roughly outside of normal testing or appropriate play, the customer is responsible for purchasing the item at its listed price with limited to no exceptions (and we certainly hope that laundry list of mishaps won’t need to be updated any time soon). We accept all major forms of credit and debit as well as cash and Apple Pay. We do not accept checks. We do not have a public restroom available for use.

In Store Returns and Exchanges
We do not provide refunds for returned items and instead offer exchanges for qualifying merchandise at equal or greater total value.

Our establishment provides refunds for returns only in cases of manufacturers’ defects we are unable to replace with a functioning in-stock product or in instances where the item has not yet left the building. All other attempted returns must be made in their original, unopened packaging, and may be exchanged for items of equal or greater value within 30 days of purchase. We do not provide refunds for gifted items; with a valid receipt we can exchange your unopened product for one of equal or greater total value. We are unable to provide store credit at this time.

All sale and clearance items, seasonal specific items, customized art, and sample/goodie box items are non-returnable and cannot be exchanged in store or through shipping. We do not accept returns or exchanges for plush items for sanitation concerns. Additionally, we will not refund or supply exchanges for any items broken outside of normal play. We are not responsible for items purchased outside of advertised age ranges being broken by rough play. Please read item descriptions and in store policies before making your selections.

Exchanges are provided at the discretion of our management staff and can be denied for any reason including but not limited to instances that do not meet the above criteria.

Effective 5/10/21 
We will no longer accept returns or exchange fidget items that have “popped." Purchase these items at your own risk.

Abandoned Orders
Orders will be considered abandoned if they are not picked up within 90 days of purchase. Additionally, any orders we receive by mail as return to sender from customer address error will be considered abandoned after 90 days of purchase. We make multiple attempts to contact all customers but will not provide refunds or exchanges for items left out of season for more than 90 days. We suggest all customers provide multiple ways for us to contact you through check out notifications and encourage you to add your phone number for easiest contact.

Holiday Returns
We understand many customers shop early for the holidays and hold on to items for several months. We will accept exchanges for holiday gifts for the entire month of January following the holiday season. Customers are encouraged to request gift receipts as exchanges will still require a valid proof of purchase from our store. Regular exchange policies (30 days, unopened, original condition, with valid receipt) resume every February 1st.

Shipping Rates
Shipping is a flat fee and based on the region of the nation your product is being shipped to and current average cost; we do not ship outside of the continental US at this time. We reserve the right to invoice additional shipping costs and withhold fulfillment until paid. Exceptionally large orders or those containing heavier or more fragile items would be examples of instances where we would require additional shipping costs and are not regular occurrences.

Effective 6/3/2024
Shipping orders $100 and above will ship free! We reserve the right to invoice partial or full shipping cost on orders that meet the free shipping rate in instances where cost exceeds $20. Thank you for understanding!

Why can't I complete my purchase for shipping?
Non-local customers (online orders being shipped or delivered) must amount to $10 or more to qualify for purchase. Shipping costs fluctuate and we try to keep our flat rates reasonable and having a minimum cart cost is an effort to make shipping costs worth it for the customer.

Additionally, certain items are simply too large and weigh too much for us to reasonably ship. These items will not allow you to complete your purchase. If you're in urgent need of an item, you can always contact us directly by phone or chat and we could potentially invoice you the total shipping cost directly. We retain full discretion on if and when such exceptions can be made.

Why was my order cancelled?
We reserve the right to separately invoice additional shipping costs for oversized items or packages. We always make attempts to contact the customer (by email, text, and voicemail where communication options are visible for us) but will not indefinitely hold items past 48 hours of an unpaid invoice. If the item is still available for purchase, we're happy to help create a new invoice for your order in the future.

Effective 3/18/21: If 5 or more My Little Ponies are ordered for Shipping, we will contact you for to pay additional shipping costs.  

Shipping Returns and Exchanges
We do not accept returns or exchanges for shipped items except in cases of manufacturers’ defects, in instances where an item has been badly damaged in shipping, or in those instances where we cannot ship a replacement in exchange for the damaged item. Customers are responsible for paying shipping costs to return an item in question with further evaluation to follow receipt of damaged items.
Customers should contact our staff by phone or by email as soon as reasonably possible once items have been received if any problems seem evident from shipping or through manufacturer defect. Do not throw away your packaging. Be prepared to provide photographic evidence of the packaging (both inside and out) your item was received in if you suspect your item was damaged due to shipping error. We can assist you in filing your own claim against the shipping company or will file our own claim, depending on which will resolve your problem fastest. Investigations can take anywhere from two to ten days or even more than two weeks, and we appreciate your understanding and patience throughout the process.
We inspect every item before packaging them for shipping and have had almost no issues to speak of since beginning our online store’s shipping procedures and strive to maintain that excellence. However, we are not a retailer of collector’s quality/genuine vintage toys and will not accept responsibility for or provide returns or exchanges for minor blemishes toy packaging may incur in shipping. Our concern is with the actual toy arriving safely to you and that it functions as advertised. If you are purchasing an item online from us you would like additional care and attention to in shipping, please contact us directly by phone or email and we can discuss potential reasonable accommodations.

Nonrefundable Items
All sales items, clearance items, seasonal specific items, plush, and personalized art are nonrefundable. Gift cards cannot be exchanged for cash or credit.

Additionally, we will not refund or supply exchanges for any items broken outside of normal play. We are not responsible for items purchased outside of advertised age ranges being broken by rough play. Please read item descriptions and in store policies before making your selections.

 

Policies updated June, 2024