Refund policy

Every plush is made to order. This page explains how to change or cancel an order, how our 90-Day Money-Back Guarantee works, and how refunds are paid.

Change or cancel within 2 hours

You have 2 hours after placing your order to change or cancel it. In that time, you can add, change, or remove the name, choose another design, or cancel for a full refund.

Email contact@theawesomepresent.com and tell us your order number and the change you need.

Want to cancel only one plush from a Buy 1, Get 1 FREE order? We cancel the whole order and refund you in full. You can then order the plush you want at its regular price.

After 2 hours, your plush goes into production. From then on, we can't change or cancel your order.

Need to change your shipping address? Email us before your order ships. See our Shipping Policy.

Our 90-Day Money-Back Guarantee

We refund 100% of what you paid for a plush if it:

  • arrives damaged;
  • is defective, for example a seam that opens or a printing fault, even if you only notice it later;
  • isn't what you ordered, for example the wrong design or a name that doesn't match your order.

In the United States, this guarantee is a Limited Warranty. See "Your rights where you live" below.

How to ask for your refund

Email contact@theawesomepresent.com no later than 90 days after delivery. Please send us:

  • the order number;
  • one picture that shows the whole plush;
  • a close-up picture of the problem;
  • if it arrived damaged, a picture of the package and its label.

Nothing to send back

You keep the plush, and making a claim is free. Once we approve your request, we send your refund.

How refunds are paid

Refunds go back to the card or payment method you used. Depending on your bank, the money can take up to 10 business days to show on your statement.

Refunds on Buy 1, Get 1 FREE orders

With this deal, you pay one price for 2 plushies. So for refunds, each plush counts as an equal share of what you paid, whichever one was free.

  • One of the 2 plushies: we refund half of what you paid. For example, if you paid $64.90 for 2 plushies, we refund $32.45.
  • Both plushies: we refund everything you paid.
  • More than 2 plushies in the order: we divide what you paid by the number of plushies, and refund one share for each plush covered.

What our guarantee doesn't cover

  • A typo in the name. We print the name exactly as you typed it, so please check the spelling before you order. If you spot a mistake, email us within 2 hours of ordering and we'll fix it.
  • A change of mind about a plush with a name. It's made for one person, so we can't take it back.
  • Normal wear and tear, accidents, or damage from not following our care instructions (hand-wash it, or use a gentle cycle with cold water, then let it air-dry).
  • Details we share before you buy: the 3D look is printed and the plush itself is flat, colors can look a little different on your screen, and the size can vary by up to 2 inches (5 cm).
  • A package that can't be delivered because the address was wrong or incomplete, or because nobody received or picked it up. If anything needs to change, tell us before your order ships.
  • Requests sent more than 90 days after delivery. This doesn't reduce the rights the law gives you where you live (see below).

Plushies without a name

A plush without a name is still made to order, so we don't take it back for a change of mind. If you live in the UK, you can still cancel within 14 days, as explained below.

Your rights where you live

Our guarantee comes on top of your rights under consumer law. Nothing in this policy takes those rights away.

United States

Our 90-Day Money-Back Guarantee is a Limited Warranty from SIDEREALITY LLC, 5830 E 2nd St, Ste 7000 #37566, Casper, WY 82609-4308, United States. To use it, follow the steps under "How to ask for your refund" above. It doesn't cover incidental or consequential damages. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you. This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.

Canada

Our guarantee is in addition to your rights under the consumer protection laws of your province or territory. Nothing in this policy limits those rights.

United Kingdom

If your plush has no name on it, you can cancel your order for any reason within 14 days after it's delivered. Email us to let us know, and we'll reply with the return address. Please don't send it to our company address. Send the plush back within 14 days of telling us. You pay for the return shipping. We refund you within 14 days after we get the plush back, or after you send us proof that you shipped it, whichever comes first. If the plush has been used or washed, we may take the loss in value off your refund. A plush with a name is personalized, so this right doesn't apply to it.

Australia

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Our 90-Day Money-Back Guarantee is given by SIDEREALITY LLC, 5830 E 2nd St, Ste 7000 #37566, Casper, WY 82609-4308, United States. Phone: +1 646-980-6787. Email: contact@theawesomepresent.com. Its benefits are in addition to your other rights and remedies under the law.

New Zealand

Our guarantee is in addition to your rights under the Consumer Guarantees Act 1993. Nothing in this policy limits those rights.

Questions?

Email contact@theawesomepresent.com. We answer Monday to Friday, 9:00 AM to 6:00 PM.