Order Policies

▸Account Creation
You may create an account to use with our store. All you will need is a valid email address. Simply verify the email and you're ready to go!
You can sign in with your email at any time to track future or past orders. 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 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.

▸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.

▸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 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.

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. 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 run by two people, not a corporation with large profit margins. If you have any issue with your order, please email us first! We want to help our customers, and are always happy to offer as many options whenever possible.

▸Issue with Order
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.

▸Large/Bulk Orders or Reshipment Facilities
Very large orders are subject to additional verification at our discretion. Furthermore, we will not send orders to reshipment facilities. If your order needs additional verification, we will attempt to contact you at the provided email address. If we are unable to verify your order within 24 hours, your order may be canceled and refunded. 10% will be non-refundable due to processing fees.
To prevent any potential issues, if you plan on ordering a very large number of items (or several items of high monetary value) please contact us first at contact@creaturefeaturetoys.com.