Refund policy

Replacement & Refund Policy

At PolyPag3D, we take great care in ensuring that our cookie cutters arrive in perfect condition. However, if your product arrives damaged or you are unsatisfied with your order, we are happy to assist with a replacement or refund.

Replacement Policy (Damaged Items)

If your cookie cutter arrives broken or damaged, we will send a replacement as quickly as possible. To qualify for a replacement, you must notify us within 7 days of delivery by providing:

  • Clear photos of the damaged product
  • Clear photos of the original packaging, including the shipping label

Please email the required photos and order details to tpagley@polypag3d.net.

Replacement Process

  1. Once we receive your photos, we will ship a replacement within 2-3 business days at no additional cost.
  2. Do not discard the damaged product or packaging, as USPS may require you to hold onto it for verification.
  3. We will handle the USPS claim process on our end, so you don’t have to wait for the claim to be processed to receive your replacement.

Note: Replacements are only available for items damaged in transit. Claims must be submitted within 7 days of delivery to qualify.

Refund Policy

We want you to be completely satisfied with your purchase. If you are not happy with your order, you may request a refund under the following conditions:

Refund Eligibility

  • Refund requests must be made within 14 days of delivery.
  • The item must be unused and in its original condition.
  • To receive a refund, the item must be returned to PolyPag3D. The customer is responsible for return shipping costs.
  • Custom or personalized items are non-refundable unless they arrive damaged.

How to Request a Refund

  1. Email us at tpagley@polypag3d.net with your order details and reason for the refund request.
  2. If approved, we will provide the return shipping address. The customer is responsible for the cost of returning the item.
  3. Once we receive and inspect the returned item, we will issue a refund to your original payment method.

Non-Refundable Items

  • Custom or personalized orders
  • Items that have been used
  • Items outside of the 14-day refund window

For any questions or concerns, feel free to reach out to us at tpagley@polypag3d.net.