We want you to be happy. If you have any issue with your product please let us know and tell us what you want us to do about it (refund, replacement, advice, etc).
You have 30 days from when you receive a product to ask for a return (we’re softies so while this is our policy you can always ask if you missed this window). If you elect to return your product it must be in new, uncarved condition, we will refund the full price of the critter but not the shipping costs. The refund amount is at our discretion if the packaging or critter are damaged – for instance we won’t provide any refund for a half-carved critter. You are also responsible for shipping the product(s) back to us and we won’t process the refund until you do.
All our critters are natural wood and we do our best to inspect them to ensure they are clean, carvable wood. If you receive one that you feel is not (for instance if there’s a large knot in it, a large split, or it broke in transit) let us know (it helps if you send a picture of the issue) and if we agree we’ll promptly ship out a replacement (and we’ll cover shipping).
If we somehow send you the wrong critter(s) let us know asap. If you’re happy with the critter you got we can give you a discount, or ship you the right ones and provide a shipping label for you to return the wrong ones – just let us know. We hope it never happens but we’re only human.
If you break a critter while carving it, that’s on you. You can usually use wood glue to reconnect the broken part(s) and after waiting 24-48 hours for the wood to fully dry can continue carving it. If you sand and paint it you likely won’t be able to tell. Even if you leave it natural or stain it, if you glued it well chances are you can only see it if you look really close or know what you’re looking for.