Refund policy

If you have any issue with your order, please contact us directly at support.chewvatoys@gmail.com before opening any dispute through PayPal or your payment provider. Reaching out to us first is always the quickest way to get a resolution.

To help us resolve your case as quickly as possible, please include:

• Clear photos or a short video of the damaged or incorrect item
• Your order number and the email address used at checkout
• A screenshot of any relevant email, tracking update, or payment dispute you've received
• A brief description of the issue

If your order has no valid tracking updates, is stuck in transit, or has been pending with no movement, you are eligible for a refund or resend once the following timeframe has passed:

If your tracking confirms delivery but you haven't received your package, please note that we are unable to process an automatic refund when tracking shows the order as delivered.

Here's what to do:

• Check around your property, with neighbours, or with your building manager
• Contact your local USPS branch with your tracking number
• If the package is still not found, you will need to obtain a non-delivery certificate with an official seal from your local post office to support your claim

Once you have this, email it to us at support.chewvatoys@gmail.com and we'll take it from there.

If your tracking shows an alert or your delivery has failed, it is often due to one of the following reasons:

• Incorrect or incomplete address provided at checkout
• No such address number found by the courier
• Recipient unknown at the address
• Delivery refused
• Package not collected in time from the post office
• No safe delivery location available
• Customs clearance issue

We take quality seriously. Here's what we offer if your order arrives damaged:

• Severely / badly damaged — full refund or free replacement, your choice
• Partially damaged — partial refund or replacement. Please note that minor cosmetic issues such as light scratches, slight wrinkling, or loose threads are not covered under this policy
• Fragile items — we recommend opting for a refund rather than a replacement in these cases
• Damaged outer packaging only — we're unable to offer refunds for packaging-only damage, as some wear is expected during transit

We have strict quality checks before every order ships, but if something isn't right:

• Completely wrong item received — full refund or free replacement
• Wrong colour or size that doesn't affect how the product works — refund or resend; please send us a screenshot of your complaint with your name, the issue, and the date
• Missing accessory or part that doesn't affect the product's function — partial refund or the missing part sent separately
• Missing part that does affect the product's function — full replacement of the product will be sent (refund is not available in this case)
• Missing accessories — we'll resend the accessories

You may cancel your order for a full refund any time before it has been processed by our warehouse. To request a cancellation, email us immediately at support.chewvatoys@gmail.com with your order number.

We want to be fully transparent. We're unable to process a refund or replacement in the following situations:

• You changed your mind or no longer want the item
• You feel the product description was inaccurate, where the product itself matches what was shown
• The item has an unusual smell that does not affect its safety or function
• You selected the wrong item, size, or variant at checkout
• An incorrect or incomplete shipping address was provided at checkout
• A difference in the product was agreed upon or communicated before the order was placed
• Tracking information was deleted or removed by the courier or postal service
• The package was refused at delivery, not collected in time, or discarded due to customs non-compliance

We are not responsible for delays or damage caused by circumstances beyond our control, including but not limited to: severe weather, natural disasters, earthquakes, floods, storms, heavy snow, epidemics or pandemics, postal or courier strikes, war or international conflict, or customs inspections.

In such events, we will notify you as quickly as possible. If you have concerns about your order during such a period, please reach out to us at support.chewvatoys@gmail.com.

In most cases, you do not need to physically return the item — we'll process your refund or send a replacement based on the photos or video evidence you provide.

If our support team specifically requests a return after reviewing your case:

• Items must be returned within 30 days of receiving them
• Do not return any item without prior written approval from us — unapproved returns cannot be processed
• We will provide full return instructions once approved