Return & Refund Policy

Last Updated: July 28, 2026

At Shoptery, a registered business proudly serving customers since 2018 from our physical location at 16545 Southwest Fwy Suite 350, Sugar Land, TX 77479, United States, your satisfaction is our highest priority. We specialize in teddy bears, plush toys, and gifts that bring joy to your loved ones. If for any reason you are not completely satisfied with your purchase, we offer a straightforward, hassle-free return and refund process designed with your peace of mind in focus.

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1. 30-Day Money-Back Guarantee

We proudly offer a 30-Day Money-Back Guarantee on all eligible products. You have exactly 30 calendar days from the date your order is delivered to request a return and receive a full refund. No questions asked for eligible items.

Please note: Return requests submitted after the 30-day window will unfortunately not be accepted. This policy is strictly enforced to maintain fairness for all our customers.

2. Return Eligibility & Item Condition

To qualify for a return, your teddy bear, plush toy, or gift item must meet the following conditions:

• The item must be unused and in the same brand-new condition that you received it.
• All original tags, labels, and packaging must be intact and undamaged.
• The item must be free from stains, odors, pet hair, perfume, smoke, or any signs of use.
• A valid proof of purchase is required — your order number, confirmation email, or packing slip.

We reserve the right to reject returns that do not meet these conditions. Items returned in non-resalable condition will not be refunded and may be returned to the customer at their expense.

3. Non-Returnable Items

The following categories are not eligible for return unless they arrive damaged or defective:

• Gift cards and store credits
• Personalized or custom-made items — including teddy bears with custom embroidery, custom messages, or personalized gift sets
• Clearance, final sale, or liquidation items (clearly marked as non-returnable at the time of purchase)
• Items that have been used, washed, altered, or intentionally damaged after delivery
• Items returned without original packaging or tags

Due to health and hygiene regulations, plush toys and stuffed animals that have been removed from their sealed packaging may not be eligible for return unless defective.

4. Damaged, Defective, or Incorrect Items

We take great care in packaging our teddy bears and gifts, but if your item arrives damaged, defective, or different from what you ordered, please contact us within 7 calendar days of delivery. We will make it right at no cost to you.

To help us resolve your issue quickly, please provide:

• Your order number
• Clear photographs showing the damaged or defective area
• Photographs of the shipping box and packaging materials
• A brief description of the issue

Upon review, we will offer one of the following resolutions: a full refund, a free replacement, or a partial refund depending on the nature and extent of the issue.

5. How to Request a Return

To initiate a return, please follow these simple steps:

1. Contact Us: Email support@shoptery.store within 30 days of delivery. Include your order number and reason for the return.
2. Receive Authorization: Once approved, we will send you a Return Merchandise Authorization (RMA) number and detailed return instructions, including the correct return shipping address.
3. Package Securely: Repack the item carefully in its original packaging with all tags attached. Write the RMA number clearly on the outside of the box.
4. Ship the Item: Send the package to the return address we provide. We recommend using a trackable shipping service for your protection.
5. Inspection & Refund: Once received and inspected, we will notify you by email regarding your refund status within 2 to 3 business days.

Important: Unauthorized returns — items sent back without prior approval and an RMA number — may be rejected and returned to the sender at their expense.

6. Return Shipping Costs

• Our Error / Defective Product: If the return is due to our mistake — wrong item shipped, defective product, or damage during transit — Shoptery covers 100% of the return shipping cost. We will provide a prepaid return label.
• Customer Preference: For returns due to change of mind, ordering the wrong item, or no longer wanting the product, the customer is responsible for the return shipping cost.
• Original Shipping Fees: Original shipping charges paid at checkout (if any) are non-refundable, except when the return is due to our error.

7. Restocking Fee

Restocking Fee: $0.00. Shoptery does not charge any restocking fees, administration fees, or hidden deductions on returned items. We believe in fair, transparent business — what you paid is what you get back.

8. Refund Processing Time & Payment Method

• Inspection Period: Please allow 2 to 3 business days after we receive your return for our quality assurance team to inspect the item.
• Refund Issuance: Once approved, refunds are processed within 5 business days.
• Payment Method: All refunds are credited back to the original payment method — credit card, debit card, or digital wallet — used during checkout.
• Bank Processing: Depending on your financial institution, it may take an additional 3 to 5 business days for the refund to appear on your statement.

We do not issue store credit unless the original payment method is no longer valid. In such cases, please contact our support team.

9. Exchanges

We offer exchanges only for items that arrive damaged, defective, or incorrect. If you need to exchange a teddy bear or gift for the same item, contact our support team. For all other cases — such as wanting a different size, color, or product — we recommend placing a new order and returning the original item for a refund.

10. Order Cancellation

• Before Processing: Orders can be canceled at no charge if the request is received before the order enters processing. Please contact us as soon as possible.
• After Shipment: Once an order has shipped, it cannot be canceled mid-transit. You may initiate a return after delivery following the process outlined above.

To request a cancellation, email support@shoptery.store with your order number.

11. Chargebacks & Payment Disputes

At Shoptery, we believe in direct, honest communication. If you have any concern with your order — delivery, product condition, or refund — we respectfully ask that you contact our support team at support@shoptery.store before filing a chargeback or dispute with your bank or credit card issuer.

In the vast majority of cases, we can resolve your issue immediately and issue a refund if warranted — far faster than the weeks-long formal dispute process. Chargebacks filed without prior contact or in bad faith will be contested with full order documentation, tracking records, delivery confirmation, and communication logs.

12. Governing Law

This Return & Refund Policy is governed by and interpreted in accordance with the laws of the State of Texas, United States. Any disputes arising from this policy shall be resolved in the appropriate courts of Fort Bend County, Texas.

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Contact Our Returns Department

If you have any questions about our Return & Refund Policy, need help initiating a return, or want to check on your refund status, our dedicated support team is here to assist you:

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