Some of our custom products are not covered by our 100% Money Back Guarantee. The guarantee covers the Original Plush Clone, Therapeutic Plush Clone (formerly called Warmable), Huggable Plush Clone, Golf Club Headcover, Plush Slippers, Plush Bobblehead, Plush Magnet, Custom Charm Necklace, Engraved Pet Portrait Necklace, Photo Memory Necklace, Adjustable Photo Memory Bracelet and Classic Photo Memory Bracelet.
For all other custom products, the policy below applies.
We're only able to offer a replacement if your item:
- Arrived damaged
- Has a production error
🕐 To request a replacement, please contact us within 30 days of receiving your item and include:
- A clear photo showing the issue
- A brief explanation of what went wrong
Once our team has reviewed your photos and description, we'll follow up with the next steps.
⚠️ Please note: Because these products are custom-made, products not covered by the guarantee are not eligible for refunds or replacements unless they arrived damaged or have a production error.