RETURNS AND EXCHANGES
All order cancellations must be received within 24 hours of order placement and will be accommodated if order has not already shipped. All sales on personalized items are final unless incorrect or defective.
OUR MONEY BACK GUARANTEE
Our goal is for you to be fully satisfied with each and every item from Big HugTM LLC. If you are not satisfied with an item you may return or exchange it (unless personalized) within 30 days of purchase for a full refund of the purchase price, minus shipping and handling. Please note the process for returns:
Contact Big HugTM LLC for a "SHIP TO" address and Return Authorization Code (RAC) which must be placed on the outside of the box. Shipping costs are not reimbursed. Items returned without a RAC are subject to a 25% restocking fee. Shipping costs are not reimbursed. Refunds are issued upon receipt of the returned merchandise and verification that it is in good, unused condition, in original packaging. We will issue a credit promptly. However, please be aware that while most credit card companies issue a credit promptly, it may take up to two billing cycles for the credit to appear on your statement. Refunds are not issued for personalized items or for items returned after 30 days.
We recommend that you send your packages insured for the full amount of the purchase, as we are not responsible for lost or damaged return shipments.
WHAT IF MY ITEM IS DAMAGED OR DEFECTIVE?
If you received a damaged or defective item, please contact us immediately via email (email@example.com) or phone (248-594-1560), reference your order number, and we will work with you to have the item replaced.
WHAT IF MY PACKAGE ARRIVES LATE?
We guarantee delivery per posted terms and conditions of our shippers. There are no refunds on shipping for delays resulting from weather conditions or transportation network disruptions.
FOR THOSE ORDERS THAT RECEIVED FREE SHIPPING
All returned items that intially received free shipping are subject to a restocking fee of not less than our standard shipping charges (minimum charge of $9.95).
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