Can I cancel my order?

We understand that sometimes things come up, and customers need to cancel their order. Below are our cancellation policies so you can know what to expect when asking to cancel an order!

Keep in mind that for all cancellation requests and refunds, we look at when your ticket was submitted - not when it was answered! 

 


 

Do I need to cancel, or can you help me with changes?

  • We might be able to help you if you've ordered the incorrect size, firmness, color, or features! Contact us with your question under "Order Changes" and we'll see what we can do!

  • If you're concerned about missing your package due to a move or trip, we can help with that, too! We can't expedite orders or guarantee delivery dates, but give us a shout under "Order Changes" for some alternative options.

 


 

What can be cancelled?

  • We can cancel and fully refund made-to-order ("customized") purchases if a cancellation ticket is submitted within 24 hours of the purchase time.

    • Any cancellation request submitted over 24 hours from when an order is placed is subject to a 20% restocking fee. This fee is levied to help cover materials and other costs associated with a purchase.

  • We can cancel and partially refund orders for premade toys (including Adoptions, ready-mades, and flops).
    • All cancellation requests for inventory toys are subject to a 20% restocking fee.
  • We can cancel and refund orders for prints purchased through Bad Dragon if a cancellation ticket is submitted within 24 hours of the purchase time.

    • Any cancellation request submitted over 24 hours from when an order is placed is subject to a 20% restocking fee. This fee is levied to help cover materials and other costs associated with a purchase.

  • We can cancel and partially refund orders for general merchandise.

    • All cancellation requests for general merchandise are subject to a 20% restocking fee.

 


 

What can’t be cancelled?

  • We're unable to cancel any orders once they have been packed or shipped out. If you're unsure about what status your order is in, please contact us for a status update!

 


 

I asked for a cancellation, but nothing has happened!

  • We confirm order cancellations with you before proceeding, so make sure you haven’t missed a message from us!

  • Check out "Contacting Customer Service" for general information on when we’re available and what our current response times are!
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