We want you to love what you ordered. Here’s everything you need to know about returns, replacements, and refunds at Dinozozo.
Return window
You have 30 days to request a return, starting from the date your order shows as delivered in the carrier’s tracking system. To start a return, email us at [email protected] with your order number and a photo of the item.
What can be returned
We accept returns on both defective and non-defective items within the 30-day window.
Personalized items: most Dinozozo products are custom made with your name, text, or design, so we can only accept a return or exchange on personalized items if:
- The product has a manufacturing defect
- It doesn’t match the design you approved before production
- It’s different from what’s described on our website
We’re unable to accept personalized returns for reasons like changing your mind about your own wording, sizing, or design choices after approval – so please double-check your personalization before confirming your order.
Defective or incorrect items
If your item arrives damaged, defective, or different from what you ordered, we’ll replace it free of charge – 100% on us, no cost to you.
How to return an item
Email [email protected] with your order number and photos of the item. Once your return is approved, we’ll send you the return address by email – there’s no pre-printed return label included in your package. Customers are responsible for return shipping costs, and your original shipping charge is non-refundable. We recommend a trackable shipping method, since we can’t guarantee we’ll receive an item lost in transit.
Refunds
Once we receive and inspect your returned item, we’ll issue your refund to your original payment method within 14 days.
Late or missing refunds
If more than 14 days have passed since we confirmed receipt of your return and you still haven’t seen your refund, first check your bank account again, then contact your credit card company or bank – refunds can sometimes take a little extra time to post officially. Still don’t see it? Email us at [email protected] and we’ll look into it.
Sale items
Only regular-priced items are eligible for a refund within the 30-day window – sale items are final sale.
Exchanges
Want a different design or need a correction? For defective or incorrect personalized items, we’re happy to exchange it – email us at [email protected] and once approved, we’ll send you a return address for the original item.
Gifts
If your item was marked as a gift and shipped directly to you, you’ll receive a gift credit once we receive the returned item, valid for 90 days from the date it’s issued. If it wasn’t marked as a gift at checkout, we’ll issue the refund to the original purchaser.
Questions?
Email us anytime at [email protected] and we’ll be happy to help.
