Policies

Products include: Custom Clone, Golf Headcover, Slippers, Magnets and Bobbleheads

We want you to love your Cuddle Clone, and we are committed to bringing your pet’s personality to life! If your Cuddle Clone doesn’t quite capture their unique charm, we offer a free alteration to perfect every detail! Alterations can be made on almost everything, including the color of the fur, width of the snout, the position of the eyes or nose, thickness of the chest and so much more!  Note - By accepting an Alteration of a plush product, you acknowledge exemption from our money back guarantee and the order no longer qualifies for a refund.

If you choose not to take advantage of our alteration option, a full refund is available for all Plush products within 30 days of delivery. Please note, free gift items are excluded from alterations, and must be returned with the qualifying product to receive a full refund.

Begin either of these processes by reaching out to our dedicated Customer team before return shipping. After alteration or refund has been initiated with our team, returns should be sent to Cuddle Clones - 115 West Bartges, Suite 401, Akron, Ohio 44311.

Products excluded from refunds include: Mugs, Blankets, Socks, Pajamas, Masks, Pillows, Portraits, Knit Sweaters, Gift Cards & Plush products that have received an alteration.

For international orders - shipping, duties/taxes and rush will not be refundable

All photos submitted are carefully reviewed to ensure a quality finished product. If submitted photo quality will not ensure a quality product, we will reach out to you via text message and email. If we do not receive a new photo the order will be canceled. US orders will be refunded to a gift card, and international orders will be refunded to the original payment method.

Incorrect item or alteration? We’ll cover the shipping to get it back to us! Damaged items? No need to return the product! Please note, return shipping for Plush products to be refunded are not included or refunded.

Exchanges:

If your product is incorrect or damaged upon arrival, we will correct the error at no cost to you. Please contact us within 30 days of receiving your product and we will email you a prepaid return shipping label. Incorrect products are defined as products:

- Which are broken or damaged upon delivery

- Where the customization choices on the order were not followed (e.g. you chose the sitting position for a Cuddle Clone but the Cuddle Clone was made standing)

- The spelling on the sewn-in label was incorrect due to our error

- Where the product itself is defective (e.g. a split seam)

If your product arrives damaged, please reach out to our dedicated Customer team at info@cuddleclones.com with a photo of the product, and we will arrange for a replacement!

Tracking is available for all shipments. Please reach out to the carrier for any specific delivery questions. If your order has not arrived within 30 days of shipment, please contact our dedicated Customer team atinfo@cuddleclones.com for assistance on a replacement!

Delivered but not received - If your package has been marked as delivered but you have not received it, we allow 10 days from the marked ‘’delivered’’ date for the package to arrive due to the surge in shipping volumes and possible tracking irregularities. If your package has still not arrived past 10 days of being marked as delivered, please contact us at info@cuddleclones.com for further assistance.

Please note - for packages marked as delivered, we will offer a one-time courtesy replacement upon receiving a missing package claim number from the courier, no refunds will be issued.

The delivery carrier for your order may reach out to you for delivery questions at the phone number provided in your order information. The carrier will attempt 2 deliveries before returning the product to us. Orders returned to us will be refunded using the original payment method. International shipping costs will not be refunded.

Gift Cards are non-refundable. Any purchases made with a gift card, the amount will be refunded back to the Gift card

Cuddle Clones is not responsible for any duty fees applied by the courier prior to receiving delivery.  International Shipping, duties and taxes, and Rush fees are non-refundable.

Coupons:

Discounts must be applied at the time of purchasing. We are unable to apply a discount to an already placed order

Free gifts must be returned along with your clone in order to receive a full refund. If free gift is not returned then refund due will be minus price of the free gift.

If your item is eligible for a return, your refund will be processed within 5-7 business days of receipt. You will receive an email confirmation that the item(s) has been received, and that a refund has been issued. Please allow 3-5 business days for bank processing time.

If you haven’t received a refund yet, first check with your bank or credit card company. It may take some time before your refund is posted, typically 3-5 business days. If you’ve taken these steps, please contact us atinfo@cuddleclones.com.

You may cancel an order for a full refund before it is in production status, simply contact us at info@cuddleclones.com