At Usaco, we want you to be completely satisfied with your purchase. If you are not satisfied with your plush toy, we offer a simple return policy for international customers to ensure a hassle-free experience. Please read the details below to understand our return process and eligibility criteria.
1. Return Eligibility
We accept returns for most items purchased through our website as long as the following conditions are met:
The item is unused, unwashed, and in its original packaging.
Return requests should be made within 30 days of the date the product was received.
The product does not show any signs of damage or wear.
For hygiene reasons, we do not accept returns on products that have been used, washed, or altered in any way. If your item is found to be defective or damaged upon arrival, please contact us immediately and we will resolve the issue accordingly.
2. How to Return an Item
To initiate a return, please follow the steps below:
Step 1: Contact Usaco’s Customer Service Team at lozano_roxanna@yahoo.com or through our website’s live chat with your order number and the item you wish to return.
Step 2: Our Customer Service team will provide you with a Return Merchandise Authorization (RMA) number and instructions on how to return your product.
Step 3: Pack your item securely in its original packaging to prevent damage during shipping. You will be responsible for return shipping costs unless the item is defective or the return is due to an error on our part.
Step 4: Once we receive your return, we will process a refund or exchange based on your preference.
3. Return Shipping Costs
For international returns, return shipping costs are the responsibility of the customer unless the return is due to a defective or damaged item or an error on our part. We recommend using a trackable shipping service to return your product as Usaco is not responsible for lost or damaged returns.
4. Refund Process
Once your return has been processed and the item has been inspected, we will refund the cost of the item. Refunds will be made to the original method of payment used at checkout. Please note that shipping costs are non-refundable, as are any duties, taxes, or import fees paid on the original order.
Refund processing time may take 7-14 business days, depending on your payment method. You will receive a confirmation email once your refund has been processed.
5. Exchanges
Currently, we do not offer direct exchanges for international orders. If you wish to exchange an item for a different size, colour or product, we recommend that you return the item for a refund and place a new order for the desired item.
6. Damaged or Defective Items
If you receive damaged or defective items, please contact us within 7 days of receiving your order. We will provide you with a full refund or replacement at no additional charge. In order to process your claim, we may ask you to provide photos of the damaged or defective product and packaging.
7. Non-Returnable Items
Due to health and safety reasons, some products may not be eligible for return. These include:
Products that have been used, washed or altered.
Products purchased during special promotions, promotions or clearance sales (unless defective).
If you are unsure whether your item is eligible for return, please contact our Customer Service team for assistance.
8. Resolving Customer Issues
If you have any questions about the returns process or need assistance with a return request, please feel free to contact our Customer Service team. We are committed to promptly resolving any issues and ensuring you are satisfied with your purchase.
You can contact us at lozano_roxanna@yahoo.com or through the live chat feature on our website.
9. International Return Exceptions
While our goal is to make returns easy for international customers, please be aware that returns to certain international locations may take longer to process or may be subject to different regulations. In these cases, we will work closely with you to ensure the return process is as smooth as possible.
10. Final Notes
At Usaco, we want you to enjoy your plush toys for years to come. If you encounter any issues with your order or need to return an item, please let us know as soon as possible, and we’ll be happy to assist you in any way we can.
Thank you for shopping with Usaco! We hope you find joy and comfort in every plush toy you purchase.