Returns & Refunds
We accept returns for 10 days from the delivery date of your order. Products must meet the following conditions to be eligible for a refund or exchange
- Product(s) must be in original packaging and in brand new condition.
- Customer must pay for all shipping costs associated with the return.
- If product(s) packaging has been opened or has broken seals, the return may be subject to 20-40% restocking fees.
- Additional fees of 10% may be imposed if accessories, parts or other items are missing from original packaging.
Please allow 2 weeks for the proper processing of your return once it has arrived at our facility.
Clearance items are final sale. No returns or exchanges.
Note: Orlando Novelty reserves the right to refuse or deny any return and may request additional information as a condition of the return. We strongly recommend you insure your package as we are not liable for any product(s) lost or damaged in transit. All clearance items are final sale.
Defective items are subject to return based on the product. Please give us a call for more detailed information.
Missing / Damaged Items
Report damaged and/or broken items within 10 days of delivery via email to email@example.com including:
- Item name of damaged item
- Item number of damaged item
- Tracking number of the box the item came in
- A photo of the damaged item
- A photo of the damaged item inside box with original packaging (bubble wrap, foam wrap, peanuts, etc.)
- A photo of the packaging material used in the box (bubble wrap, foam wrap, peanuts, etc.)
- A close-up photo of the shipping label on the box that the damaged item came in (must be able to read tracking number)
- Photos to show all 6 sides of the box that the damaged item came in
Unfortunately, these instructions have been given to us by our shipping provider and must be followed to receive credit.
Please keep damaged and/or broken items, packaging, and the shipping box they came in as they may be picked up to be inspected. Please do not dispose of these until told otherwise. A credit will only be given once the shipping company authorizes a credit. A credit cannot be given on deliveries to residential addresses.
Credit will not be given if shipping company does not provide credit for any reason.
Sold Out Items
We try very hard to have enough stock of all the products we offer and have that stock status accurately displayed on our website. But we do run out from time to time. In these situations, the product will be removed from your order and will not be sent.
We will issue you a credit for all returned items, which can be used on any other available merchandise. No cash refunds.