The “Every Critter” Quality Guarantee

At Every Critter, we stand behind the quality and accuracy of our products. Because we specialize in bespoke items—including engravings, imprints, and photo personalizations—we offer a tiered return policy based on the nature of the return.

Defective, Damaged, or Incorrect Items

If your order arrives and is found to be defective or fails to match your specifications due to an error on our part, we offer a Full Refund Guarantee.

• Eligible Scenarios: Damaged during transit, mislabeled products, incorrect engraving/lettering, incorrect photo imprinting, or any functional manufacturing defect.
• Resolution: Upon verification of the error, the full price of the item (including shipping and tax) will be refunded to your original payment method, no questions asked.
• Return Shipping: Every Critter will cover or refund the cost of return shipping in these instances.

Customized Items: “Final Sale” and Exceptions

Due to the permanent nature of customizations (engravings, imprints, and bespoke designs), these items are generally considered Final Sale. However, we understand that sometimes a product may not meet your personal expectations upon arrival.

The “Not What I Wanted” Protocol: If a customized item is technically correct (matching your provided text/photo) but you decide it is not what you wanted:

• Customization Fee: Every Critter will retain 8% of the total transaction price (calculated from the sum of the item price, shipping, and tax). This 8% covers the labor and materials consumed during the unique customization process.
• Refund Amount: You will receive a refund for the remaining 92% of the total transaction.
• Return Shipping: In this specific scenario, the customer is responsible for return shipping costs; return shipping is not refunded when the 8% customization fee is retained.

Standard (Non-Custom) Items

For items that do not feature any engraving, imprinting, or personalization:

• Return Window: You have 30 days from the date of delivery to initiate a return.
• Condition: Items must be in their original, unused condition with all packaging intact.
• No Restocking Fee: We do not believe in penalizing our customers for standard returns. There is 0% restocking fee for non-custom items.

Refund Processing Timelines

As established in our Payment Policy:

• Inspection: Once your return is received at our distribution center, it will be inspected within 3 business days.
• Approval: Upon approval, the refund will be triggered immediately.
• Bank Posting: Please allow the standard 5 to 7 business days for the funds to move between banks and an additional 3 to 5 business days for your bank to post the final credit to your account.

How to Initiate a Return

To begin a return, please contact our support team via email, stephen@everycritter.com Please include your order number and clear photographs if the item is damaged or incorrectly engraved.

Overview

Our refund and returns policy lasts 30 days. We will accept any item for return within 30 days from the delivery date, as determined by the shipment’s tracking information. Because we are a new business, we are unable to deviate from this 30-day policy unless the item is demonstrably defective upon arrival.

If 30 days have passed since your purchase was delivered, we cannot offer you a full refund or exchange.

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.

Several types of goods are exempt from being returned:

• Perishable goods such as food, flowers, newspapers, or magazines.
• Intimate or sanitary goods.
• Hazardous materials or flammable liquids or gases.

Additional non-returnable items:

• Gift cards
• Downloadable software products
• Some health and personal care items

To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, your refund is issued immediately, and the timeline for receiving the funds is dependent on the payment method used for the original purchase. Refunds are issued to the original method of payment at all times. Any deviation from this process must be to an approved method that is vetted against the original payment. Payment methods are listed on the order page and verified by our payment processor.

All transactions will be applied automatically. In the case of refunds, there needs to be a waiting period of at least 3 to 5 business days for our return of funds, and an additional 3 to 5 business days for the originating bank to accept the transfer.

Many times, people overlook the transfer, as it will be listed as a refund and not a purchase or transfer in your bank statement. All refunds are listed as FOV Inc. on the processing bank’s statements.

Late or missing refunds

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 yet, please contact us at stephen@everycritter.com.

Sale Items

In order to maintain consistent pricing and customer service, only the actual payment amount plus tax will be returned to the purchaser. This includes refunding only the reduced price as shown in the order confirmation, as the Sale Price.

Shipping is either returned for damaged or defective items or retained for items not deemed defective or wrong items. See the Shipping Returns section for more information.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at stephen@jeverycritter.com, and we will give you a return label and the address for return shipping

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver, and they will find out about your return.

Shipping Returns

To return your product, you should mail your product to: {physical address}.

Shipping will be refunded for the following instances:

• Damaged items that arrived with product damage, not box or packaging damage.
• Defective items that arrive dead or do not work right out of the box.
• Wrong Items – a different item than ordered arrives.

Shipping will not be refunded if the item is returned due to:

• Displeasure or a change of mind.
• The item is not needed any longer.
• The purchaser just didn’t want it anymore.

Return Shipping will be paid by the buyer in instances of exchange for any reason other than:

• Defective merchandise
• Damaged Merchandise (Not packaging)
• Wrong Item received

Additional Contact Information

Please text (718) 552-6448 and leave a message for any other item issues. The fastest response is by email:

• stephen@everycritter.com

Please allow 48 hours for replies.