Baby Bear

If you need to cancel or update color, size, or style selections you MUST make the request within 10 MINUTES. Please double check your order before checking out and again when you receive your e-mailed invoice. Contact us if any updates are needed, and while we cannot guarantee changes can be made, we will be happy to look into your options. After 10 minutes, we will not be able to cancel your order, you can easily request a return for your unwanted items. NOTE: If you cancel an item purchased with a promotion or special deal, you may not be eligible to receive that promotion or discount again. We process orders as quickly as possible. High demand can sometimes cause certain items to sell out. If that happens to one of your ordered items, we'll email you immediately to offer another option. If no reply within 24 hours, the item will be cancelled. You won't be charged for the item or related taxes or shipping. You may see a temporary authorization on your credit card.

If you believe there is an item missing from your order, you must provide us an image of your original packing slip. All inventory is scanned while fulfilling orders to ensure your order is fulfilled correctly. Please note that without the aforementioned packing slip, we will not issue a replacement or refund.

You must take care to ensure that the goods are properly packaged so that they will not be damaged while in transit. If the product is found damaged or used beyond what it takes for us to reasonably inspect it, then we may reject a refund. Returns must be sent back and postmarked within 14 days of approval.

Exchanges

If you are exchanging your items, please process your original order as a return and make sure to send back the items within 30 days to avoid being ineligible for a refund. You will need to place a new order for the new piece. We will send this new order within our shipping timeframes. The original order will be refunded once received, approved, and processed.

Lost/Stolen Packages

If your items are lost or stolen, we recommend you contact the shipping provider to open an investigation. We are not responsible for these packages, it is your responsibility to ensure you have a safe, secure space for your deliveries to be dropped off.

International Returns/Cancellations

If you request a refund on an order that hasn’t been fulfilled yet, then we can refund the duties and import taxes.

If you request a refund on an order that has already been fulfilled, we cannot return any funds that have been used to purchase DDP labels.

Contacting us

For more information on returns and exchanges, send an email to returns@tenthandpine.com