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Return Policy

At PuppetHut.com, we want you to be pleased with your purchase. If for any reason you are not completely satisfied, you may exchange, replace, or credit your purchase. Simply follow the guidelines below within 14 days of order delivery.

Exchanges: Please contact us at info@puppethut.com within 48hrs of receipt of your original order. Tip: Please do not throw away your original boxes and bags.

Damages:

  • For UPS/Fedex/USPS Deliveries: Please inform us of any damages & defects within 48hours from the receiving date. For all damaged items caused by shipping, we will file claim with the shipping carrier. Please provide us a simple picture of the package received and we will provide you return label or pick up the merchandise (please let us know if you would like us to send you a replacement upon movement of picked up merchandise, or refund upon receipt of your returned merchandise). Tip: Please be sure to keep the original packaging boxes (this is the proof that the package was damaged) so that the shipping carrier can come and inspect them. Losing the original packaging boxes may be denied for damage claim. Any personal damages caused by mis-handling or abuse shall void the warranty.
  • For Freight and LTL - Please inspect the package upon delivery before the driver leaves. Please mark all damages on the bill of lading before signing it off. By signing off the bill of lading without damages, you are confirming receipt of the package in proper condition.

Defects: For defects or wrong item(s) received, please email info@puppethut.cpm a photo of what you've received and we will provide you with a return label. 

Lost Order: We understand how frustrating it can be when you did not receive your order. Please check with your mailbox (for USPS), family and neighbors upon delivery confirmation. If you confirmed that you did not receive the merchandise, please contact us at info@puppethut.com

  • We will file a loss tracer or loss claim (the carrier will come back within a few days to verify delivery of your order).
  • If the shipment was considered lost by the carrier, please let us know if you would like us to re-ship or have your order refunded.

Cancellation Policy:

We process orders within 24hrs of receipt and ship out orders Monday-Friday. If you have an order that you would like to cancel before your order(s) is processed, please feel free to via phone 1 (888) 468-2210 or email info@puppethut.com. Once confirmed, you will get a confirmation cancellation e-mail.  We will always make our best efforts to cancel your order; however, cancellations are not guaranteed until an e-mail confirmation has been provided.

For Standard Returns:

  • There will be no restocking fee on all of the refused shipments or returned merchandise.
  • Shipping/handling charges are refundable if the merchandise is damaged or defective. Please note that merchandise may be inspected upon arrival. Shipping/handling charges are non-refundable if the merchandise is not damaged, defective or the item has been used.
  • Due to different computer settings and resolutions that the customer has, the color or finish of the fixtures or shades may not be exactly as the customer has seen. This does not indicate the item as defective. Also colors may vary from the photograph shown due to different production runs.
  • Should a returned order be placed using a promotional code, discount or offer, the order will not be refunded for the amount of the code, discount or offer, as these discounts were deducted from the original purchase amount. For free shipping items, the original shipping charges will be applied to the refund when the merchandise is returned.
  • All merchandise returned shall be shipped freight prepaid. Products must be received within 10 days of the contact email date. All original manuals and accessories should be included.
  • Chargebacks/Disputes: Please do not request a charge back from your credit card company during the return process. Due to the time it takes to resolve charge back disputes, it is usually better to be patient and wait for the return process to run its course. If a charge back has been submitted; depending on each case, processing time frame, and fees involved, we may or may not be able to credit you for your return until the charge back mediation process has been completed. This process can take up to 180 days.
  • To start a standard return, please contact info@puppethut.com.