Balanced Side Sword Frog

We do everything we can to make sure all our customers are happy and receive the support they need.  Our policies and FAQ are below - contact us with any additional questions - we're happy to help!

SHIPPING TIME:

All the items you see on our site are handmade, this takes time! The current handling time estimate shows across the top of our site.  If you have a specific date you need by please contact us first.

RETURNS:

We do not issue refunds except for certain cases of defective/incorrect items, or shipping damage/loss if USPS insurance claim is accepted.  However you may exchange your item(s) once for others in our shop!  We offer free shipping on domestic exchanges, international additional shipping required.  If you exchange for an item of different value, the balance will be adjusted accordingly.  Read below for more details.

VALID EXCHANGE REQUIREMENTS:

You must contact us within 7 days of receiving & ship back to us within 14 days.  Exchanged item(s) must be in new condition, (this includes being free of odors from smoke, perfumes or pets) in order to be eligible. Custom fit or personalized items cannot be exchanged.  Make sure your full name & order # are included inside the package.  Exchanged items must be received and inspected before new items shipped.

CANCELLATIONS:

We do not accept flat cancellations.  Contact us if you need to change your shipping address, size, color, etc.  You can exchange at this time also. 

FAQ:

• Incorrect, defective or damaged item(s) - We will replace with all shipping costs covered.  We may ask for photos.
• Item(s) don’t fit? - If you measured incorrectly/bought the wrong size, this is not returnable but you may exchange standard size item(s) for another size.  Custom or personalized item(s) not valid.
• Item(s) arrived after needed event date? - Our handling time is clearly displayed at checkout, you agreed to this when ordering.  Orders shipped within our advertised handling time cannot be returned. Delays caused by USPS or needing to exchange items are not valid for return.

INTERNATIONAL CUSTOMERS:

Please remember we are not responsible for any customs/import duties/international taxes that your country may charge you upon delivery.

INDIANA CUSTOMERS:

Please note we do charge %7 Indiana State Sales Tax

SHIPPING FAQ:

• If your tracking shows 'in transit' but it’s not updating: this is common for international packages, often updates happen after a few weeks.  We cannot do anything until it’s been one month since last tracking update.  At that time we will initiate a search request with USPS and file a claim with insurance.  If our claim is accepted, we can either send you a replacement or refund.  Please note there will be delays during this process.
• If your tracking shows delivered, but you didn’t receive: you must contact your local post office and file a stolen claim.  

ALLERGIES:

We are smoke and artificial fragrance free.  We do however have dear cat companions.  We take care to make sure no hair ends up your orders, however the stray hair sometimes gets missed.  If you are extremely allergic, we are not the shop for you ;)