Refund policy

Thank you for shopping with CuddleDino. We want you to be happy with your purchase. This Return and Refund Policy explains how returns, exchanges, refunds, and order issues are handled when you purchase products from our store.

By placing an order on our website, you agree to the terms outlined below.

1. Return Eligibility

We accept return requests within 30 days of delivery.

To be eligible for a return, your item must meet the following conditions:

The item must be unused, clean, and in the same condition that you received it.
The item must be returned in its original packaging whenever possible.
The item must not show signs of wear, washing, damage, odor, stains, or misuse.
The item must include all accessories, tags, labels, and packaging materials originally included with the product.

For hygiene and safety reasons, plush toys, pillows, stuffed animals, and similar soft items must be returned in clean and unused condition.

2. Non-Returnable Items

The following items cannot be returned:

Items that have been used, washed, damaged, or altered.
Items with stains, odors, pet hair, or visible wear.
Items returned without prior approval.
Personalized, customized, or final sale items, if applicable.
Gift cards or promotional items.
Items that are not in resalable condition.

We reserve the right to refuse any return that does not meet our return requirements.

3. How to Start a Return

To request a return, please contact us at:

Email: support@cuddledino.space
Phone: 1-866-571-0300
Address: 300 2 Ave, Dead Man's Flats, AB T1W 2W4, Canada

Please include the following information in your return request:

Your full name
Order number
Email address used at checkout
Product name
Reason for the return
Photos of the item, if the product is damaged, defective, or incorrect

Our support team will review your request and provide return instructions if your return is approved.

Please do not send any items back without contacting us first. Items returned without approval may not be accepted.

4. Return Shipping Costs

Unless the item arrives damaged, defective, or incorrect, customers are responsible for return shipping costs.

Original shipping charges, if any, are non-refundable.

We recommend using a trackable shipping service when returning items. CuddleDino is not responsible for returned packages that are lost, delayed, or damaged in transit.

5. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery at support@cuddledino.space.

Please include:

Your order number
A clear description of the issue
Photos or videos showing the damage, defect, or incorrect item
Photos of the packaging, if applicable

Once we review the issue, we may offer a replacement, refund, store credit, or another appropriate solution depending on the situation.

6. Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method.

Please allow 5–10 business days for the refund to appear on your account after it has been processed. Processing times may vary depending on your bank, card issuer, or payment provider.

7. Exchanges

We may offer exchanges for eligible items depending on product availability.

If you would like to exchange an item, please contact us at support@cuddledino.space with your order number and the item you would like to exchange.

If the requested replacement item is unavailable, we may offer a refund or store credit.

8. Order Cancellations

If you need to cancel your order, please contact us as soon as possible.

We can only cancel an order if it has not yet been processed, packed, or shipped. Once an order has been shipped, it cannot be cancelled and must be handled as a return after delivery.