I do not accept returns or exchanges under any circumstances. HOWEVER, if you mistakenly buy something, and you let me know IMMEDIATELY, I will refund your order as long as I have not shipped the item out yet. Once an item has shipped, I will not accept a return or exchange under any circumstances. There are no exchanges or returns on custom orders at all.
I do not give refunds for lost or stolen items. It is your responsibility to make sure you are getting packages sent to a safe and secure location, and that you are double checking your address before check out to make sure it is correct. If your package is presumably lost or stolen, you need to contact your local USPS office first to see if they can do anything for you. I will do everything in my power to help find the package. If package is not found, I will file a claim and I will either replace the lost plush or refund after a claim has been filed and and monies have been receive from insurance claim. But a full refund will not be given.
Items are only considered lost after the estimated shipping time has passed plus a few days to account for common shipping delays that occur around the holidays, natural disasters, misrouting, and the like.
If the item has still not been received, the US package carrier will be contacted by me (international package carrier contacted by the recipient, if applicable) to see about getting the package traced.
If your package was stolen, I also recommend filing a police report. Kogeiplushies is not responsible for what happens once the package is in the hands of USPS.