Refund policy

Return & Refund Policy

Effective Date: 12-01-2025

At Cuddle Buddy and Creator Buddy, we want you to be happy with your order. Please review our return and refund guidelines below.

International Orders | No Returns or Refunds

For both Cuddle Buddy and Creator Buddy:

  • All international sales are final and non-refundable.

  • International orders cannot be returned or exchanged, except where required by law or in the limited cases of missing or damaged items as outlined in this policy.

  • If an international order is returned to us due to unpaid import duties, taxes, or customs fees, the order will remain non-refundable, and no refund will be issued for the product or shipping.

The sections below apply primarily to domestic (U.S.) orders, unless otherwise noted.

1. Cuddle Buddy | Returns & Refunds (In-Stock Items)

Return Eligibility (Domestic Orders)

  • We accept returns for unopened, unused, and undamaged Cuddle Buddy items within 30 days of delivery.

  • Items must be in their original condition and packaging.

  • To request a return, email us at support@cuddlebuddy.biz with your order number and reason for return within the 30-day window.

  • Returns requested after 30 days are not eligible for a refund.

Damaged or Incorrect Items

  • If your Cuddle Buddy item arrives damaged or incorrect, contact us within 30 days of delivery.

  • Please include:

    • Your order number

    • Clear photos of the item

    • Photos of the outer packaging and shipping label

  • We’ll review your case and may offer a replacement or refund, depending on the situation.

For international Cuddle Buddy orders, damaged or missing items will be handled case-by-case, but the order remains non-returnable and non-refundable, except as required by law.

Return Shipping & Process (Domestic Orders)

  • Unless the return is due to our error, customers are responsible for return shipping costs.

  • Use a trackable shipping method and include the packing slip or a note with your order number inside the package.

  • We cannot process returns without a valid order reference.

Refund Timing (Domestic Orders)

  • Refunds are issued after the returned item is received and inspected.

  • Once approved, your refund will be processed to your original payment method within 5–7 business days.

  • Original shipping costs are non-refundable, unless the return is due to our error.

Non-Returnable Cuddle Buddy Items

  • Opened, used, or damaged due to customer handling

  • Items returned without prior approval

  • Items outside the 30-day window

  • All international Cuddle Buddy orders

2. Creator Buddy | Returns & Refunds (Pre-Order Campaigns)

Because Creator Buddy plushies are custom, made-to-order items tied to creator campaigns, our policy is different from standard retail.

All Sales Final

  • All Creator Buddy orders are final and non-refundable.

  • We cannot accept returns, exchanges, or cancellations once your order is placed.

  • This applies to both domestic and international Creator Buddy orders.

Exceptions

Campaign Target Not Met

  • If a campaign does not meet its minimum target, the campaign may be canceled or paused.

  • In that case, customers will be refunded in full to their original payment method.

Missing or Damaged Orders

  • If your Creator Buddy order is missing or shows as delivered but you can’t locate it, contact support@cuddlebuddy.biz within 30 days of the listed delivery date.

  • If your Creator Buddy item arrives damaged, contact us within 30 days of delivery and include:

    • Your order number

    • Clear photos of the plush and damage

    • Photos of the outer packaging and shipping label

  • We will review your case and, where appropriate, offer a replacement or refund, considering campaign and production constraints.

For international Creator Buddy orders, missing or damaged items will be handled according to this section, but international orders remain non-returnable and non-refundable overall.

Mixed Orders (Cuddle Buddy + Creator Buddy)

  • If your order includes both an in-stock Cuddle Buddy item and a Creator Buddy pre-order item, the order will ship together once the Creator Buddy item is ready.

  • In these mixed orders:

    • The Creator Buddy portion is still non-refundable (except for the exceptions above).

    • The Cuddle Buddy item may be eligible for return only if the order is domestic and the return meets the Cuddle Buddy criteria in Section 1.

3. Exchanges

We do not offer direct exchanges at this time.
If you’d like a different item, please:

  1. Request a return for the eligible item (if applicable), and

  2. Place a new order for the item you want.

4. Contact Us

Need help with a return, refund question, or campaign issue?
📧 support@cuddlebuddy.biz