Refund policy
Return and Refund Policy
Please review this policy carefully before placing your order. Return, cancellation, and refund eligibility depends on the availability status of the item purchased.
In-Stock Items
Return requests for eligible in-stock items must be submitted within 7 days of delivery.
To qualify for a return, the item must be unused, unopened when applicable, and returned in the same condition and original packaging in which it was received. Proof of purchase is required.
Customers are responsible for return shipping costs unless the wrong item was sent or the item arrived with significant damage that was not disclosed in the product listing. Original shipping charges are non-refundable.
Please contact us at pinkwhalelads@gmail.com before returning any item. Returns sent without prior approval will not be accepted.
Preorder, Backorder, Sourced-to-Order, and Special-Order Items
Preorder, Backorder, Sourced-to-Order, and other specially requested items are purchased or reserved specifically for the customer.
These items are not eligible for cancellation, return, exchange, or refund due to a change of mind, an extended waiting period, or a change in the customer’s personal circumstances.
Estimated production, arrival, and shipping dates are provided in good faith but are not guaranteed. Delays may occur because of creator schedules, production, transportation within China, international shipping, customs inspections, weather, or carrier delays.
Please place an order for these items only if you are comfortable with the stated estimated timeline and the possibility of delays.
If a Sourced-to-Order item becomes unavailable and we are unable to obtain it, we will contact you and issue a refund for the unavailable item.
Order Cancellations
For in-stock merchandise, please contact us immediately if you need to request a cancellation.
We may be able to cancel an order only if it has not yet been packed and a shipping label has not been purchased.
Preorder, Backorder, Sourced-to-Order, and special-order items generally cannot be canceled after the order has been placed because the item may already have been reserved, ordered, or purchased specifically for the customer.
Submitting a cancellation request does not guarantee that the cancellation will be approved.
Damaged, Defective, or Incorrect Items
Please inspect your order promptly after delivery.
If you receive the wrong item or an item with significant damage that was not disclosed in the product listing, contact us within 3 days of delivery at pinkwhalelads@gmail.com.
Please include your order number and clear photos of:
- The damaged or incorrect item
- The shipping box or mailer
- The shipping label
- The interior packaging and protective materials
Please keep the item and all original packaging until the issue has been reviewed. This information may be required for a shipping carrier claim.
Minor manufacturing variations, small marks, print differences, or minor imperfections from the item’s original transportation are not considered significant damage. Any noticeable condition issue known before sale will be disclosed in the product listing whenever possible.
Please do not dispose of, alter, repair, or return an item before receiving instructions from us.
Non-Returnable Items
The following items are not eligible for return or exchange unless the wrong item was sent or there is significant undisclosed damage:
- Preorder items
- Backorder items
- Sourced-to-Order items
- Special-order or custom-sourced items
- Personalized items
- Opened or used items
- Items returned without their original packaging
- Gift cards
- Sale or clearance items marked as final sale
Return Approval
After you contact us, we will review your request and notify you whether the return has been approved.
If approved, return instructions and the return address will be provided. Customers are responsible for using secure packaging and a trackable shipping service.
Items returned without prior approval will not be accepted.
The customer is responsible for loss or damage that occurs during return transportation. We recommend keeping the return tracking information until the return and refund have been completed.
Refunds
Approved refunds will be issued after the returned item has been received and inspected.
If the return is approved, the refund will be sent to the original payment method. Original shipping charges and return shipping costs are non-refundable unless the return resulted from an error on our part.
Please allow time for your bank or credit card company to process and post the refund after it has been issued.
If more than 15 business days have passed since we approved your refund, please contact us at pinkwhalelads@gmail.com.
Lost, Delayed, or Delivered Packages
Shipping carrier delays are outside of our direct control. A delayed package is not automatically considered lost.
If tracking has not updated for an extended period, please contact us so we can review the tracking information and assist with a carrier inquiry when applicable.
If a package is marked as delivered but cannot be located, please check around the delivery location, ask household members or neighbors, and contact the shipping carrier.
We will provide reasonable assistance with reviewing the available tracking information, but refunds are not automatically issued for packages marked as delivered.
Incorrect or Incomplete Addresses
Customers are responsible for providing a complete and accurate shipping address at checkout.
Please contact us immediately if you notice an address error. The address can only be changed before the shipping label has been purchased.
If an order is returned because of an incorrect, incomplete, or undeliverable address, the customer will be responsible for any additional shipping charges required to resend the package.
International Orders
International customers are responsible for customs duties, import taxes, brokerage charges, handling fees, and any other charges imposed by the destination country.
These charges are not included in the product price or shipping charge collected by Pink Whale Studio and are non-refundable.
International shipping times are estimates and may be affected by customs processing or carrier delays.
Contact Us
For cancellation, return, refund, or damaged-order questions, please contact: