Refund policy

Last Updated: September 1, 2025

30-Day Return Window

You have 30 days from the date you receive your order to request a return. Returns must be requested within this timeframe to be eligible.

Return Eligibility Requirements

To be eligible for a return, items must meet ALL of the following conditions:

• Unused and undamaged - Items must be in the same condition you received them
• No wear or modifications - Items cannot show signs of use, wear, or alteration
• Free from pet damage - Items damaged by pets (chewing, scratching, etc.) cannot be returned
• Proof of purchase required - You must provide your order number or receipt

Items That Cannot Be Returned

• Items damaged due to misuse or improper installation
• Items damaged by pets (chewing, biting, scratching)
• Items that have been modified or altered in any way
• Items without proof of purchase
• Items returned after the 30-day window has closed

Return Shipping Costs

Customers are responsible for paying return shipping costs. We recommend using a trackable shipping method (such as USPS or UPS with tracking) as we cannot be responsible for items lost during return transit.

Return shipping costs are the customer's responsibility and are non-refundable.

Note: Original shipping charges are also non-refundable unless the return is due to our error (wrong item sent, damaged/defective item).

How to Initiate a Return

Step 1: Contact us at info@cratecharms.com within 30 days of receiving your order. Include:

• Your order number
• Item(s) you wish to return
• Reason for return
• Photos (if applicable for damaged/defective items)

Step 2: We will review your request and confirm if your return is eligible within 1-2 business days.

Step 3: If approved, we will provide you with:

• Return authorization
• Return shipping address
• Return instructions

Step 4: Package your items securely and ship them to:

Step 5: Keep your return shipping tracking number for your records.

IMPORTANT: Do not send items back without first contacting us and receiving return authorization. Unauthorized returns will not be accepted or refunded.

Damaged or Defective Items

If you receive a damaged or defective item:

1. Contact us at info@cratecharms.com within 7 days of delivery
2. Provide your order number and clear photos of the damage or defect
3. We will review and provide instructions

For items damaged or defective due to manufacturing issues or shipping:

• Customers are responsible for return shipping costs. Please use a trackable shipping method.
• You will receive a replacement or full refund (your choice)
• Original shipping costs will be refunded

Wrong Item Received

If we sent you the wrong item:

• Contact us immediately at info@cratecharms.com
• You are responsible for return shipping costs
• We will send you the correct item at no additional cost
• You will receive a full refund including shipping if you prefer

Refund Process

Once we receive your return:

1. We will inspect the returned item(s) to confirm they meet our return eligibility requirements
2. If approved, we will process your refund within 5-10 business days
3. You will receive an email confirmation when your refund is processed
4. Refunds are issued to your original payment method

Please note:

• Original shipping charges are non-refundable (unless return is due to our error)
• Return shipping costs paid by you are non-refundable
• No restocking fees are charged for approved returns
• It may take an additional 5-7 business days for your bank or credit card company to post the refund to your account

If more than 15 business days have passed since we approved your return and you haven't received your refund, please contact us at info@cratecharms.com.

Exchanges

We do not currently offer direct product exchanges. If you need a different item:

1. Return your original item following the process above
2. Once your refund is processed, place a new order for the item you want

This ensures you receive the correct item as quickly as possible.

Lost or Stolen Packages

We are not responsible for packages that are marked as delivered by the carrier but are subsequently lost or stolen. We recommend:

• Providing a secure shipping address
• Tracking your package using the tracking number provided
• Contacting the carrier if a package shows as delivered but you haven't received it

If your package is lost or damaged in transit before delivery, please contact us at info@cratecharms.com within 7 days of the expected delivery date and we will work with the carrier to resolve the issue.

Return Policy Summary

Return Window	30 days from delivery
Return Shipping Cost	Customer pays (except for our errors)
Restocking Fee	None
Refund Timeline	5-10 business days after receipt
Original Shipping	Non-refundable (except for our errors)
Condition Required	Unused, undamaged, no pet damage

Questions?

If you have any questions about our return policy or need assistance with a return, please contact us:

Email: info@cratecharms.com
Response Time: 1-2 business days

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