Free Hugs

 SHIPPING QUESTIONS

How soon will my order ship?

Every product you order is custom manufactured on demand just for you after your order is placed. Orders usually ship out within 5-10 business days. However, we always try to get them out sooner and most often do!

Will My Order Ship Complete?

Yes, we typically ship orders complete.

Do you ship to APO addresses?

Yes, absolutely!  All of our packages are shipping via United States Postal Service.

What happens if my package is lost or damaged during shipment?

If your package is lost, we will be happy to try and help you locate it.  However, the first step in trying to locate the package is to contact your local post office.  Your package becomes the property of the United States Postal Service when they pick it up from our facility.  If you do not choose to add shipping insurance to your order, we cannot be held liable for any missing and/or damaged packages.  If the USPS shows that your package was delivered to the address on the order, no claim can be made and your item will not be covered under shipping insurance.

RETURNS/CANCELLATIONS

What is your return policy?

• We will always do whatever we can to go above and beyond to please our customers. However, because of the customized nature of Products, we do not allow cancellations, refunds, or exchanges. If, upon receipt of your finished Product, you feel that your order was incorrect due to an error on our part, please email us within five (5) days of your delivery date.  
• We do not provide refunds. 
• Original shipping fees are non-refundable.
• The customer is responsible for the shipping and handling of all returned items. 
• For all holiday or special event items there will be a no exception return or exchange policy. 
• All re purposed items are final sale only. No returns.
• We reserve the right to refuse a return if the items have any sign of wear, wash, alteration, misuse, or damage. 

Can I cancel my order?

Orders may not be cancelled once placed.  Orders are immediately sent to our warehouse to begin the fulfillment process and finding them on our production floor to cancel is simply an impossible task.  Although it is rare if your order contains items that may be on backorder, your order will ship complete minus the backorder item/items.  Backorder items will ship as soon as they arrive to our warehouse and they are custom printed for you.  We can cancel backorder items only, we can not cancel entire orders if there are items on the order that can be fulfilled. 

What if my item is damaged upon receipt?

We work very hard to guarantee only the best for you!  However, we do know that mistakes happen and sometimes we are guilty of them! Please note all cowhide items are unique and will slightly vary depending on each animal. If you receive an item with a defect do not worry we will fix it! Please do the following:

• Notify us within 3 days of receiving the item
• When notifying us, please attach photos of the defect with your email
• Please allow 1-2 business days for us to respond to your email.
• Holiday themed merchandise may not be returned after the holiday for any reason

TIME OF PAYMENT

Due to the extensive amount of work required prior to the printing and shipping of your order, Buyers will be charged at the time their order is placed.

ORDER TRACKING

You will receive an email upon creation of the shipping label, which means your order is getting ready to be shipped. You'll receive a link to track your order.