Refund policy

Returns/Exchanges
I accept returns so long as you contact me within 14 days of delivery and send the product back within 30 days of delivery. After these time parameters, products are not eligible for a return. Please email narwhalcarouselco@gmail.com for an address to return products to. Items should be unused and in the same condition they are received in, or they are not eligible for a return. Return items should be shipped back in the original packaging, and packaged securely. Due to the fragile nature of my polymer clay pieces, I cannot give full refunds for items that are damaged, not returned in original condition, or missing parts for reasons not due to my error - if they are packaged for return the same way they arrive to you, this should not be an issue!  Refunds for returns are processed upon my receiving the item back.

Please keep in mind that the buyer is responsible for return shipping costs, and I will only refund the cost of the product itself on a regular return. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Please keep in mind that shipping times can vary for an item to be returned back to Narwhal Carousel Co. Please consider using a trackable shipping option, as I cannot refund items that I do not receive back!

We do not accept returns on custom or personalized orders (unless they arrive damaged by shipping). We also do not accept returns on perishable items, digital downloads, intimate or sanitary goods, hazardous materials, flammable liquids or gases, health and personal care items, or gift cards.

To complete your return, we require a receipt or proof of purchase.
Once your return is received and inspected, we will notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at narwhalcarouselco@gmail.com.

Because each polymer clay art piece is unique, I do not accept cancellations or exchanges on art pieces. Exchanges may be applicable for products that are not original art pieces. Please keep in mind that in the event of an exchange, shipping times can vary both for your item to ship back to Narwhal Carousel Co., and for us to mail you a replacement item.

Shipping multiple orders together/Shipping Refunds: I typically try to combine orders that are placed by the same customer with the same email address AND going to the same shipping address, if multiple orders are placed at a similar time.  I try to do this as often as possible, and I don't confirm first, since most people want to save on shipping if possible (this most often comes up because polymer clay shop updates can be very competitive, and many feel it is faster to purchase in multiple transactions).  Since multiple orders charge shipping twice or more, I will refund extra shipping charges if the orders are able to be shipped together for less than the sum of the two shipping charges!  I will refund the charge on a random order of the multiple placed.  Please keep in mind that it can take up to 10+ days for the system and bank to process the refund (though it's often faster!)  If for any reason you want your multiple orders to the same address shipped separately, please email narwhalcarouselco@gmail.com immediately after purchase to let me know!  

I do this order-combining process as a courtesy, and not as a given.  If orders are really large and fragile, or combining very different products would make they ship less securely, I will leave the orders separate.

Please note that if two orders with the same shipping address are placed under different email addresses and/or with different ship-to names, I will ship them separately.  I can ship these orders together if BOTH email addresses used to order email me with:

1. the order numbers they want shipped together,

2. authorization for the orders to be shipped together,

3. agreement on which order number(s) any shipping refunds should be processed on.

All this information must match exactly on both emails!  Please send these emails right after ordering so I can connect the orders properly.  As an example of where this applies, if you and your sister live together, and both place an order at the same time, I will need email confirmation from both of you separately to be able to ship the orders together.  

Damaged Items: As polymer clay pieces are fragile, on very rare occasion (less than 1% of the time), a piece breaks during shipping.  If one does happen to break, please let me know and send me pictures of the damages.  That way, we can come up with the best solution possible together - whether that be you fixing the item with my online assistance, shipping the item back for me to repair, or a return.  Unfortunately, because each animal is one of a kind, a broken figurine cannot be replicated/replaced.  If you do want to return a broken item, I would be happy to refund the order upon receiving the item back. As my shop policies state, I accept returns if you contact me within 14 days of receiving the item, and send it back within 30 days.  Again, very few animals break, and we can always find a solution when they do!