Cancellation

We accept order cancellation before the product is shipped or produced. If the order is cancelled you will get full refund. We cannot cancel the order if the product is already shipped out. 

Returns (if applicable)

We accept return of products. Customers have the right to apply for a return within 14 days after delivery the product.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Please ask our customer service to make sure you send the package to the right address. 

Notes

Custom-order or personalised items do not have a right to 14 days refund.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason.

No restocking fee to be charged to the consumers for the return of a product.;

Refunds (if applicable)

Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at support@memopaws.com.

Please contact our Customer service at support@memopaws.com to get the return address.

Shipping

Q1: How long does it take to receive my Memopaws?
Standard creation time is 6 weeks and shipping time is 2 week. You will have an opportunity to expedite creation and delivery time at checkout.
Standard Plush Creation time - 6 weeks
Standard Shipping time - 2 weeks
Rush Creation for plush -  4 week options
Expedited Shipping - 1 week

Q2: Do you offer expedited shipping options?
Expedited shipping options available for your order will be listed at checkout. All tracking numbers are generated immediately after creation is completed. Tracking numbers will begin receiving updates after your order is transferred to our sorting facility.

Q3: What is rush creation?
Rush prioritizes the manufacturing of your order to ensure it is created within the given timeframe selected. We have the following three options for rush service:
Standard Plush Creation time - 6 weeks
Standard Shipping time - 2 weeks
Rush Creation for plush - 4 week options
Expedited Shipping - 1 week
You can choose the rush option in your shopping cart.
Rush options are sometimes turned off during peak order seasons.
Rush fees are always non-refundable.
Rush services only apply to the creation process. Expedited shipping options are available in addition to Rush Service.

Q4: What Shipping Methods Do You Use?
We utilize all major carriers to deliver your custom creation quickly and reliably, including DHL Express, DHL eCommerce, USPS and FedEx. Once your order has shipped, a tracking link for the carrier delivering your order will be provided.

Q5: How Much is Shipping?
Free Shipping

Q6: What Does Your Packaging Look Like?
We ship in eco-friendly multi-layered bags. The bags are white and gray with a Memopaws logo.

Q7: I Ordered Multiple Items Will They Ship Together?
Each product has different manufacturing processes and time frames. We want to get your items home to you as soon as possible, and therefore your order will often have multiple shipments as soon as each product is completed!

Return

Plush Products  

You may cancel an order for a full refund before it is in production status, however, rush fees are non-refundable. Simply contact us at support@memopaws.com.

We want you to love your Stuffed Animals, and we are committed to bringing your pet’s personality to life! If your Stuffed Animals doesn’t quite capture their unique charm, we offer a free alteration to perfect every detail! Simply contact our dedicated Customer team at support@memopaws.com within 30 days of receiving your product. Please provide photos of your Clone and your beloved pet for comparison, and we will communicate with our team of artists to make any necessary alterations!

If you choose not to take advantage of our alteration option, please contact our customer service team and we will process your refund as soon as possible. . 

If you have any other questions regarding your order, please contact our dedicated Customer team at support@memopaws.com!