Return/Exchange Policy

We want you to be happy with the purchases you make. If you're not satisfied, you may return or exchange the following within 30 days of the shipment's receipt:

  • Any toy item in its original condition

We will refund your money as long as your product meets the above conditions and you include the original pack slip. For returns without the original pack slip, we issue an electronic Gift Certificate.

How to Return or Exchange an Item

Sorry, we can't cancel or modify your order after you submit it. But it's easy to return or exchange any item. Please save your packing slip. It serves as your receipt if you need to return or exchange an item.

Send Your Return/Exchange to Our Warehouse

  1. Wrap the package securely. Use the original packing material, if possible.

  2. Mail the package to the address listed below.

Raff anad Friends, 4545 Transit Road #840, Eastern Hills Mall, Williamsville, NY 14221

  1. For your protection, we recommend you send your return/exchange with an insured, trackable carrier, like UPS. We do not recommend using overnight or second-day shipping due to the expense.

  2. Once we receive your item, we'll send you confirmation via e-mail.

  3. We'll process your return/exchange within 5-7 days after receipt of your package.

  4. For credit card purchases, we credit the card you used for the order 3-5 business days after we receive the returned item at our warehouse.

  5. Please allow two billing cycles for the credit to appear on your credit card statement.

  6. Is the item you want to return a gift? Indicate that you want to receive an e-mail gift certificate valid for the item's amount and note your e-mail address on the pack slip.

If you don't have your packing slip, please write your order number and the reason for your return/exchange on a slip of paper you enclose in your package.

Note: unless the return/exchange is due to an error, we can't refund shipping charges.

Damaged / Incorrect Items

If you received a damaged or incorrect item in your order, just contact us through e-mail or by phone, describing the problem with the item, and we will be happy to help to resolve the issue. Mail the item back to us and we will either send you a replacement or issue a full refund (including the original shipping cost).

Inventory Labels

Collectors sometimes call or e-mail us to ask about the inventory labels used on some products. If the label is stuck to the plastic window on the product box, it should come off easily without leaving a stain. Slowly peel the label diagonally from corner to corner. If the entire label doesn't come off, we suggest applying isopropyl alcohol (or a product called Goo Gone).

Special Return Instructions for Oversized Items

Some oversized items, including large playhouses, riding toys or pools may ship directly from the manufacturer. Please save your packing slip. If you need to return or exchange an oversized item, refer to the packing slip for the correct shipping address.

 

We apologize, but we cannot accept returned items that have been opened and unsealed unless there is a defect.

(All plush items will be checked for defects upon purchase.)

Terms and Conditions are subject to change without notice.

All transactions require your original Raff and Friends sales receipt.

All Plush items, Webkinz, and Adora Dolls are final sales.  This is to protect you, the buyer.

Raff and Friends will gladly provide an exchange or store credit for any defective item.