Last updated: August 10, 2026
We want every Nuzzlefolk order to arrive complete and in working condition. This Refund and Return Policy explains when a refund or replacement may be available and how to request one.
Damaged, defective, incorrect, or missing items
Contact us within 30 days of delivery if an item arrives damaged, defective, non-functional, materially different from what was ordered, or if an item is missing from the package. Email nuzzlefolk@gmail.com with your order number and clear photo or video evidence.
Evidence may need to show the product, the issue or defect, the original packaging, and the shipping label. For a functional defect, please include a short video demonstrating the problem when possible. Damage to outer packaging alone does not qualify if the product itself is intact and works as intended.
After verification, we may offer a replacement or a refund to the original payment method. Do not discard the item or packaging until your claim has been resolved.
Incorrect size, color, or variant
If you receive a size, color, or variant different from the one shown on your order confirmation, contact us within 30 days and provide photos of the item label, packaging, and shipping label. If the correct selection was shipped but the customer ordered the wrong option, or an item does not fit despite an available size chart, it is not considered a fulfillment error.
Change-of-mind returns
Because many items are fulfilled directly from distributed supplier facilities, we do not offer general change-of-mind returns or exchanges unless required by applicable law. Please contact us before sending anything back. Products sent without written return authorization, or sent to a supplier or warehouse address, may not be received or refunded.
If we approve a non-defect return as an exception, the item must be unused, in its original condition and packaging, and the customer is responsible for return shipping and any loss in transit unless we state otherwise in writing.
Late or missing deliveries
A replacement or refund may be available when an order has no valid delivery confirmation and remains pending, in transit, or without tracking beyond 45 days from the shipping date for U.S. orders, 60 days for other international orders, or 110 days for orders shipped to Brazil. We will first verify the shipment status with the carrier and fulfillment partner.
If tracking shows delivered but the package is missing, wait 24–48 hours and check with the carrier, neighbors, mailroom, front desk, and parcel lockers. We may require written non-delivery confirmation from the carrier or postal authority before approving a claim.
Cancellations
Contact us as soon as possible if you need to cancel an order. We can only cancel an order before it enters fulfillment or ships. Once shipped, an order cannot be canceled and will be handled under the delivery and claim rules above.
Refund timing
Once a refund is approved, we generally initiate it to the original payment method within 1–3 business days. Your bank or payment provider may take an additional 5–10 business days to post the funds. Original shipping charges are refunded only when required by law or when the entire order qualifies because of a verified fulfillment or delivery failure.
Legal rights
This policy does not limit any non-waivable consumer rights available under applicable law. If local law provides additional cancellation, withdrawal, return, or refund rights, those rights apply.
How to request help
Email nuzzlefolk@gmail.com with your order number, a description of the issue, and the requested photos or video. Please do not return a product until we provide written instructions and a return address, if a physical return is required.