At SinSaint, we value our customers and strive to provide an exceptional shopping experience. Below, we’ve outlined our policies regarding cancellations, refunds, and other related matters to ensure complete transparency.
Issues with Received Orders
If you encounter any issues with your order upon receipt, please email us at [email protected] within 10 days of receiving the package. To increase the likelihood of a resolution:
- Do not unwrap the toy: Unwrapped products are harder to refund.
- Provide details of the issue, including photos if applicable.
Order Cancellation
Our toys are made to order, so timely communication is crucial if you wish to cancel an order. Here’s what you need to know:
- Contact us immediately at [email protected] before your order enters the manufacturing stage.
- If the toy has been manufactured but not shipped, a 50% cancellation fee will apply, as canceled items are destroyed.
- Orders that have already shipped cannot be canceled or refunded. Once the product leaves our facility, we cannot reverse the process.
We do not accept cancellations on items bought from inventory, so please read inventory listings carefully and check the size chart for your purchase.
Responsibility for Import Taxes and Fees
Customers are responsible for all government-imposed fees, including VAT (Value Added Tax) or other import charges.
- If you choose not to pay these fees, the package will be returned to us.
- No refunds will be issued for returns due to unpaid taxes or fees, and the toy will be destroyed upon return.
Lost or Stolen Packages
While rare, packages can occasionally be lost or stolen. To minimize this risk:
- Ensure you provide a safe delivery location.
- Add a comment in the "confirm your order" section during checkout requesting signature confirmation, or email us before your order ships.
- Signature confirmation is free of charge but mandatory for orders over $300.
Please note that Sin Saint Toys does not provide refunds for lost or stolen packages. Customers should contact the courier service directly to resolve such issues.
Returns and Defective Products
Due to the nature of the product, we are unable to accept returns as a general rule. Exceptions may be made, but these are considered on a case-by-case basis and must relate to production issues with the toy that were not stipulated at the time of purchase.
- Any items marked as containing a defect or "Flops" will include a description of the issue in the product listing. All sales are final for these items, and no returns or refunds will be granted.
- When you receive your order, it will arrive in a sealed clear bag. We encourage you to inspect it to the best of your ability without opening the bag. Opening the bag signifies acceptance of the product as-is. Any return requests for opened products are unlikely to be accepted, as we cannot ensure the safety of the product once unsealed.
- If you notice any defects before opening the bag, please email us with pictures of the defect.
- No returns or refunds will be accepted for incorrect orders of toy firmness or size.
All toys that are returned open are disposed of unless there is a specific reason not to do so.
Color Variations
We do not offer discounts or refunds for color variations in inventory toys. While we strive to capture accurate color representation in listing photos, factors such as lighting, background, monitor settings, and perception may cause slight differences in color. If you believe the toy you received does not match the listing photos and it remains in the sealed bag, contact us to discuss a potential exchange.
When creating a custom toy, we will make every effort to match your chosen colors, but exact shade matching (e.g., to hex codes) is not guaranteed. Each toy is unique, and variations may occur in pigment and pouring technique. Named colors use consistent pigments and techniques but still result in individual differences. If you believe an error has occurred with your custom toy, please contact us with pictures of the issue.
Damaged Packages
If your package arrives with damage to the outer packaging caused during shipping, please contact the shipping carrier (UPS, FedEx, or USPS) for compensation.
We’re committed to ensuring your satisfaction and thank you for understanding our policies. For further inquiries, don’t hesitate to reach out to [email protected].