Refund policy

Return and Refund Policy for The Sassy Tortie

Thank you for shopping with The Sassy Tortie. Please read our return and refund policy carefully. Small air bubbles may occur during shipping and handling and are not, by themselves, considered grounds for replacement.

We do not accept any refunds, cancellations or returns after your order has been placed as you have ordered a custom product that has been or will be made specifically for you and tailored to your specific preferences.

Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

We cannot accept returns on sale items or gift cards.

Damaged Items: Please inspect your order upon receipt and contact us immediately if the item is damaged. If your item arrives damaged, you will need to file a claim directly with the shipping carrier (USPS or UPS). All shipments are insured, and the carrier is responsible for reimbursing damages that occur during transit.

To file a claim:

* Please keep all packaging and the damaged item until the claim is fully processed, as the carrier may request an inspection. Clear photos of the damage and packaging will be required. If you need any supporting documents from us, feel free to reach out.

Important Note: If the cup was received without any visible damage or issues, we are unable to offer any replacement or refund for broken cups that occurred after delivery.

Order Issues: If there is an issue with your order (incorrect item received, missing items, etc.), please contact us within 48 hours of delivery. We will do our best to resolve the issue promptly.

Non-Custom Products: Standard (non-custom) products may be returned within 14 days of delivery, with the customer covering return shipping and a 60% restock fee. Most products are verified live before shipment, so please inspect your order upon arrival.

Shipping Insurance: All orders include shipping insurance. If damage occurs during transit, you may file a claim with the carrier for reimbursement.

Need Help? If you have any questions, contact us at TheSassyTortie@gmail.com. We appreciate your understanding and support!