Order Policies

▸Account Creation
You may create an account to use with our store with a valid email address, but you must be 18 or older to access our store.
You can securely sign in with your email at any time to track future or past orders. To protect your data, you must verify your sign in by clicking a confirmation link sent to your email. If you are not finding a matching account or order, check to see if you registered under a different email. We will never send spam or share/sell your information.

▸Viewing Past Orders
You can only see recent orders from your Order History page. Old orders that have already been delivered are cleared periodically. However, you can always access previous order information from email records. If you have any questions about past orders, you may reach out to contact@creaturefeaturetoys.com and we can try to help.

▸Tracking Orders
Once an order has been shipped, you will receive an email with a tracking number. You can then follow your package's progress through the carrier website. You may also access recent orders on our website if you sign in on the storefront.

▸Reward Points
Reward points can be earned for free by completing certain tasks, or they are automatically applied to your account with each purchase made in our store. For full details on how to earn and claim reward codes, please see our Rewards Club.

▸Refunds
While we completely stand behind the quality of our toys, for safety we do not currently offer refunds except on a case by case basis for incorrect products. We will not accept returned merchandise without prior authorization.

▸We cannot offer refunds on Custom Toys & Made to Order Toys that have fulfilled all criteria. If the toy has not been opened, and is flawed or missing details that were paid for (example: Drip was selected, but no drip was added to the toy or it is the incorrect color), we will gladly present two options:
1. A partial refund
2. We pay for return shipping and repour & resend your toy. We will request photos before providing a shipping label, and we will not begin pouring until the toy has been received by us and confirmed to be unopened. Your order will be marked as processing and replaced in the order queue. It can take an additional 1-4 weeks before it is shipped, though we will try our best to prioritize your order.

Due to the handmade nature of our products and how silicone behaves, we cannot offer a refund if you had a very specific vision for a custom toy, and we correctly fulfilled all chosen options, but it didn't turn out quite as expected. Please view our Custom Order FAQ for more information.

If there is any issue with your order, do not open your bagged product. Please contact us immediately at contact@creaturefeaturetoys.com after receiving your order. Opening your product limits how we are able to assess the issue and our options to help.

▸Flops are imperfect toys with issues listed in their descriptions, therefore they are sold as-is and are not applicable for refunds unless there are major undescribed flaws that may affect the integrity of the toy. We will never sell unsafe toys. Flops may require extra attention when cleaning, like a highly detailed toy. Taking care to wash the area with warm water, soap, and patting dry is generally all that is needed.

▸We will not provide refunds for shipping issues. Once a package has been shipped, it is in your chosen carrier's hands. Orders may include insurance, and there are options to file claims or package searches. If you are having issues with your package once shipped, please reach out to your local carrier FIRST as they can usually handle things much faster and can usually correct the issue when quick action is needed.

Please see our Shipping Policies for more information and reach out if you need help with any necessary receipts. Since our shipments include tracking numbers, delayed or missing mail are not sufficient for chargebacks and must be handled with the mail service. Under special circumstances, after all other options have been exhausted, we can see if there is anything we can do for you. Please email us at contact@creaturefeaturetoys.com.

▸If you submit a chargeback claim from your payment provider, you will be blacklisted from our store. We are a small business, not a corporation with large profit margins. If you have any issue with your order, please email us first! We want to help you, and are always happy to offer as many options whenever possible.

▸Reshipment Facilities
Very large orders, or orders being sent to Reshipment Facilities are subject to additional verification at our discretion. We DO allow orders to be sent to reshipment facilities as we understand shipping can be very expensive to our international friends. However, this is at your own risk. We will not be able to help with any further shipping or order support including but not limited to, assisting with insurance claims on lost/damaged product, as reshipment facilities may open/reroute your order incorrectly.

▸Reservations and Holds
Sorry, we do not offer reservations or holds. You can request us to use the same colors and pour styles of inventory toys with a Custom Order if you are unable to grab the desired inventory toy.