Refund policy

 

 

Returns

To ensure we take the best care of all of our customers, we can't offer returns. That way, everyone is assured they are getting a fresh new toy that's never been inside anyone else's house or body. We also know that buying a high quality toy can be a financial risk for some people! We honor your trust in us in making that decision. If your new toy doesn't work for your body please contact us and we'll work with you to make it right. We also strongly encourage you to reach out before making a purchase if you are unsure of how to choose a toy or are wavering between several choices. We would love to help!

 

Missing Mail

We hate it when this happens, too! Please reach out to us right away if you think your package has gone missing. We'll help you double check that the right address was on the order and can help check delivery status if you've lost your tracking number. When the delivery company says your package was delivered to the correct address but you never got it, we can help by sending a replacement.

 

Refunds

We are all human, and sometimes ThemFriends makes mistakes. If you believe you have received the wrong toy, or if there appears to be a flaw in it (for toys not sold as "flops" or seconds), please reach out to us and send pictures. We do send quick refunds or free replacements for errors on our part.

 

Product Flaws

Each ThemFriends toy is a one-of-a-kind, hand poured piece of art that comes from a handmade mold, and is then hand-trimmed. Because we aren't a large, industrial company, your toy will not look mass produced. Small cosmetic imperfections that don't impact the toy's usability or longevity may be present. These include:

• Tiny divots or bumps due to mold variations
• Trim marks at the base of the toy
• Variations in color swirls through the body and base of the toy
• A very slightly off center core in dual density toys (100% perfect centering is impossible by hand but we strive to have it very close!)
• Very slightly tacky texture to Soft and Very Soft toys (this is normal for those silicones and will disappear with lubrication)

 

Refunds won't be made for toys containing these features.

 

If you receive a toy that has a concerning feature not listed above, please take a picture and email it to us. We'll be happy to have a look.

 

Order Cancellations

We generally aren't able to cancel orders once they're placed. When you make a purchase from ThemFriends, you're entering into an agreement with us to hand-create you a product. We take that seriously, and we hope you do too. Please be certain about your purchase before clicking Buy. That said, we all make mistakes. If you realize you meant to order something else, reach out and we will work with you.