Refunds & Cancellations

Friends Forever Guarantee

• Faulty on arrival? It's FREE. We'll send an expedited replacement.

If your order is deemed faulty upon delivery (including understuffed products and tears in the fabric or seams), then for 30 days, it is eligible for a free reshipment. The original product may be kept without needing to return, or you may return it if desired. If you do not want to have your order reshipped and instead would like a full refund, the original product must be returned. The order is not eligible for a refund unless the product is returned to us according to the requirements in our "Returns" policy below. If an order is returned for a full refund, this forfeits the free reshipment and the order is canceled completely.

• Late delivery? It's FREE.

If your product arrives late (after our standard shipping time of 2 weeks plus a 5 business day grace period after your package is shipped), for 30 days, it is eligible for a full refund with no return necessary. If you paid a shipping fee for your order, the shipping fee may be refunded even before the grace period ends so long as the product arrives after the initial estimated delivery window.

We offer this guarantee to ensure that, if a shipment is suspected to be lost or goes without trackable shipping updates for a long while, our customers are able to rest easy knowing that they do not have to pay for the order so long as it follows the conditions above. The acceptable shipping period begins after shipment rather than immediately after the order is placed to allow us adequate time to ship orders and deal with potential processing delays that may come about. In this case, a customer is always able to cancel an order for a full refund before an order is shipped if necessary.

• Wish to return yours? We'll assist and offer a full refund, no questions asked.

Please contact us at support@skoggy.com to begin the return process. We may ask why you have decided to return your new companion or if there is anything we can do to keep your order and improve your shopping experience with us, however, we do not deny return requests for any reason so long as they follow our "Returns" policy below.

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@skoggy.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Note that we are unable to provide paid return shipping labels unless the reason for return falls under the 'Damages and issues' category, however, we do accept returned packages with labels that are created and paid for by the customer. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at support@skoggy.com.

Misdeliveries due to incorrect shipping information
When placing an order, please ensure that the shipping information entered is correct, including the name of the recipient, the shipping address, and the contact information. If an item cannot be received due to an incorrect address, please contact us at support@skoggy.com and provide your correct address and we will be able to reship your order. Refunds may be issued for packages that were shipped but not received due to an incorrect address submitted by the customer, minus a $15 shipping & processing fee. If the item is shipped out and is unable to be recalled, please contact your post office to see if they might have a solution.
 
Undelivered orders
If your order is marked as delivered but you did not receive the item, please contact the post office. If they are unable to help, you have 30 days after the delivery notification is sent to contact us and we will look into it for you.
 
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

If your order is deemed faulty upon delivery (including understuffed products and tears in the fabric or seams), then for 30 days, it is eligible for a free reshipment. The original product may be kept without needing to return, or you may return it if desired. If you do not want to have your order reshipped and instead would like a full refund, the original product must be returned. The order is not eligible for a refund unless the product is returned to us according to the requirements in our "Returns" policy below. If an order is returned for a full refund, this forfeits the free reshipment and the order is canceled completely.
 
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
 
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.