By placing an order, you have confirmed that you have read, understood and accepted these following policies.
We want every Quackatoa order to bring joy and delight, so all of our products come with a 100% Happiness Guarantee. If you’re not happy with your purchase within 72 hours of delivery, we’ll do our best to make sure you’re happy with our resolution.
All refunds are issued as store credit. Store credit never expires.
Remakes & Order Issues
We’re happy to remake your item at no cost if it arrives damaged, defective, or isn’t what you ordered. We want every product you receive to meet your expectations, and we will replace items for reasons including:
- We sent you the wrong product
- The product is flawed or defective
- The print quality is poor
- We sent you the wrong size product
To request a remake, contact us within 30 days of delivery with:
- Your order number
- Clear photos showing the issue
- A brief description of the problem
Our customer service team will review your request and confirm if a remake can be issued. Replacement production times may vary depending on item availability.
Event Dates & Shipping Delays
Please note: items that arrive late because of carrier delays, customs, weather, or any circumstances outside our control aren’t eligible for refunds or remakes.
However — if your item shows up damaged, defective, or incorrect, you’re fully covered. Just reach out and we’ll make it right.
No Remakes for Certain Cases
While we’re here to help, we cannot remake items for:
- User error, such as selecting the wrong size, design, color, or personalization
- Orders not arriving due to factors within your control (like an incorrect shipping address.)
- Orders delayed or lost due to circumstances outside our control (i.e. customs, natural disasters, etc)
- Dissatisfaction with material or appearance (all product details are in the Product Description)
Please note items cannot be remade if they have been damaged, worn, or washed.
Personalized items are made just for you, so they’re not eligible for remakes or returns unless they arrive damaged, defective, or different from what you ordered. If we make a mistake, we’ll fix it. But we can’t remake custom items due to buyer’s remorse, design changes, or missed event dates.
To ensure fairness to all customers, we reserve the right to decline remake requests that show patterns of abuse or repeated claims. We always do our best to help, but we also must protect our ability to offer quality service to everyone.
Cancellations
We process orders quickly! If you need to cancel, please reach out within 3 hours of placing your order. After this window, your order may already be in production, and cancellations may no longer be possible.
Holiday Season Policy
During the busy holiday season, we do our best to ensure timely delivery. However, due to high order volume or unforeseen circumstances, some orders may experience slight delays. Orders delayed due to weather, carrier issues, or other factors beyond our control are not eligible for refunds, and we appreciate your understanding.
Refunds & DuckBucks
Because every Quackatoa item is made-to-order, cash or credit card refunds are rarely issued except in rare situations, such as:
- The product was discontinued and cannot be remade
- Multiple remakes have already been created
- Verified cases of fraud or billing error
We review every refund request fairly. Almost all refunds are issued as DuckBucks, our Quackatoa store credit that never expires, while refunds to your original payment method (when approved) include a small 3–5% transaction fee to cover processing costs.
Personalized Products Return Policy
Because personalized items are made just for you, we’re not able to accept returns on orders with custom details like names, dates, or messages. We appreciate your understanding — every piece is uniquely yours!
Customer error policy
We can’t accept returns for customer errors, so please double-check all customizations before placing your order. That said, we’ll do whatever we can to make you happy.
Evidence for remakes
To help us review your request quickly, please provide:
- A photo of the full product showing the problem
- A close-up of the defect or error
- The shipping label visible in at least one image
- A brief description of the issue
In some cases, we may ask for a short video to verify the problem. Once approved, your remake will go straight into production, and you’ll receive tracking details when it ships.
Order Cancellations
Questions?
We’re here to help! Our team will review your request and respond within 2 business days. Contact us with your order number and photos, and we’ll do everything we can to ensure you’re happy with your Quackatoa experience.
