Refund policy

Custom/Commission Items

  • Returns: Because these are one-of-a-kind creations made just for you, I cannot accept returns or exchanges.
  • Damages: If your item arrives broken due to a crafting error, please send a photo right away so I can make it right.
  • Shipping Mishaps: Once your order leaves my hands, the postal service is responsible for its safe travel. If they have a "ruff" day and damage the package, claims should be filed through the carrier.

Collection Items

  • Returns: I want you to love your new friend! If you’ve changed your mind, returns are accepted within 14 days of receiving your order. Items must be in the same condition you received them. To start a return, please email hello@mosspaws.co.
  • Damages: If your item arrives with a crafting defect, please send a photo within 48 hours of delivery so I can help make it right.
  • Shipping Mishaps: Once your order leaves my hands, the postal service is responsible for its safe travel. If they have a "ruff" day and damage the package, claims should be filed directly through the carrier.

Return Shipping

  • Customer Responsibility: If you are returning an item because you've changed your mind, you will be responsible for the return shipping costs. Please ensure the item is packaged safely for its journey back (see Return Packaging Requirements)! For "change of mind" returns, I highly recommend using a tracked shipping method. This ensures that if the package goes missing on its way back, you will have proof of delivery and can easily handle a claim with the carrier.
  • Shop Responsibility: If the return is due to a crafter error on my part or if the wrong item was sent, I will provide a prepaid shipping label to get your new friend home for repairs or exchange at no cost to you.

Refund Processing Timeline
Once your return is received and inspected, I will process your refund (excluding the original shipping) back to your original payment method within 5-7 business days.

Return Packaging Requirements
To be eligible for a refund, items must be returned in their original packaging (boxes + padding) to ensure they arrive back safely.