Refund policy

Refund policy

Effective September 16, 2026

We want your order to arrive as described. For returns, an order problem or a cancellation request, email contact@popcubby.com. Include your order number or other information that helps us locate the purchase.

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Nonpersonalized items: free 30-day returns

You may request a free return of a nonpersonalized item within 30 days after delivery. We cover return shipping for eligible returns. Items must be unused and in their original condition, with their included parts and accessories. Standard CubbyClick charms, catalog letter charms, display lines and tray shelves are included, even when we make them after you order. Choosing a mix of standard items does not by itself make them a personalized final-sale order.

The same return policy applies to discounted nonpersonalized items. We can use an order confirmation, order number or other verifiable purchase information as proof; a paper receipt is not required.

Fully custom and personalized items

Fully custom items made with your name, wording, artwork or a design created specifically for you cannot be returned or exchanged for a change of mind. This includes personalized nameplates and personalized keychains. Please check spelling, sizes, colors, design details and other selections before submitting your order.

Minor differences between screen colors and physical materials, and the normal finish of the production method described on a product page, are not by themselves defects. This does not excuse an incorrect item, a material difference from its description or a production defect.

If we make a mistake in your custom order, you may request a refund. This change-of-mind restriction does not limit remedies for damage, defects, our errors or any rights provided by applicable law.

Damage, defects, missing items or our mistake

Contact us as soon as you discover a problem. Reporting visible shipping damage or an incorrect item within seven days of delivery helps us investigate, but this is a request for prompt reporting, not a deadline that removes your legal rights. If possible, send photographs of the item and packaging and keep them while we review the issue. Tell us if you cannot provide photographs.

If we make a mistake in your order, you may request a refund, including for a fully custom item. If you prefer, we can discuss a replacement or remake. For damage, defects or missing items, we will work with you on an appropriate remedy, including a replacement, remake or refund, consistent with applicable law. We cover necessary return shipping for a confirmed defect, damage or error on our side. You do not have to purchase shipping insurance to receive the remedies you are entitled to.

If a product is damaged or a magnet comes loose, stop using it and follow our Product safety and care guidance. Contact us for handling instructions before shipping an unsafe or damaged item.

How to return an eligible item

  1. Email us within the applicable return period. Tell us which item you want to return and how to locate your order.
  2. We will provide return instructions and the correct return address. Please wait for those instructions before sending a return.
  3. Pack the item securely, using the original packaging if reasonably available, and send it back promptly as instructed. Keep your shipping receipt and tracking information.

Return shipping is free for eligible nonpersonalized items. Contact us first so we can arrange a return method at no cost to you and provide the correct instructions. There is no restocking fee or return-label deduction. We do not deduct an outbound shipping charge for an order that qualified for free shipping.

Our business mailing address is Cudl Company LLC, 2304 Fountain Lane, New Lenox, IL 60451, United States. Obtain return instructions before mailing a product so it reaches the correct destination.

Refunds and exchanges

Once we receive and review a return, we will tell you whether it qualifies and explain any issue. Approved refunds are issued promptly to the original payment method, including applicable refunded sales tax. We comply with any shorter refund deadline required by law. Your payment provider may take additional time to post the credit.

Refunds reflect the amount actually paid after discounts. Store credit is used only if you agree or the original purchase was paid that way. Contact us if an approved refund has not appeared so we can help trace it. To request an exchange, contact us; availability and any price difference must be agreed before a replacement order is arranged.

Changes and cancellations

Contact us immediately if you need to change or cancel an order. We will check its status. Changes or discretionary cancellations may no longer be possible once personalized production has started or an order has shipped. We will explain your options before agreeing to a change. This does not restrict cancellation rights arising from a shipping delay, an error on our side or applicable law. If we cancel an unfulfilled order, we refund the canceled items in full.

Your rights and a copy of this policy

This policy describes our voluntary return offer and does not reduce mandatory consumer, warranty or other legal rights. The policy in effect when you ordered governs that order, together with any more favorable commitment we made to you. A written or accessible copy is available on request. See our Shipping policy and Terms of service for related information.

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