Satisfaction Guarantee

At Skoggy, we want every plush to bring you joy and feel like a warm hug. Our Satisfaction Guarantee ensures that your stuffed animal arrives as promised, in perfect condition, and ready to delight. If something’s not right, we’re here to make it right!

​

Our Promise

We stand behind the quality of our stuffed animals. If your order arrives damaged, defective, or incorrect, or if it doesn’t arrive within the estimated delivery window, we’ll work with you to resolve the issue with a replacement, exchange, or refund, as outlined below.

​

What’s Covered

• Damaged or Defective Items: If your plush arrives damaged or defective (e.g., torn seams, missing parts), contact us within 30 days of receipt, and we’ll provide a replacement, exchange, or refund at no additional cost.

• Incorrect Items: If you receive the wrong product, let us know within 30 days of receipt, and we’ll send the correct item or issue a refund.

• Lost Shipments: If your order doesn’t arrive within the estimated delivery timeframe (1-3 weeks for US, Canada, UK, Ireland, Australia, New Zealand; up to 6 weeks for other countries), contact us within 30 days of shipment. We’ll investigate and, if confirmed lost, provide a replacement or refund.

• Quality Assurance: Every plush is crafted by our trusted global suppliers and packaged with care in a cheerful, heart-printed red poly mailer. If your plush doesn’t meet your expectations due to a quality issue (e.g., not as described), we’ll address it promptly.

​

How to Make a Claim

• Contact Us: Reach out at support@skoggy.com or via our Contact Us page within 30 days of receipt (or shipment for lost packages). Provide your order number and a brief description of the issue, along with photos for damaged/defective items.

• Process: We’ll review your claim and provide instructions for next steps, such as returning the item (if applicable).

• Accurate Information: Ensure your shipping and account details are up-to-date, as required by our Terms of Service, to facilitate quick resolution.

​

What’s Not Covered

• Customer Errors: Issues due to incorrect shipping addresses, failure to accept delivery, or changes in preference (e.g., wanting a different plush) are not covered. However, you may return eligible items within 30 days, per our Return Policy.

• Non-Returnable Items: Custom products, sale items, gift cards, or hazardous materials are not eligible for returns or guarantees, as noted in our Return Policy.

• Customs Fees: International orders may incur customs duties or taxes, which are your responsibility and not covered by this guarantee, as outlined in our Shipping Policy.

• Fluffing Time: Vacuum-sealed plushes may need up to 24 hours to regain their full shape. This is normal and not immediately considered a defect.

​

International Orders

For orders shipped to the European Union, you have a 14-day cooling-off period to return items for any reason, as detailed in our Return Policy. International return fees may apply. For all other countries, our standard guarantee applies, ensuring replacements or refunds for damaged, defective, or lost shipments.

​

Tracking Your Order

Monitor your order’s progress at www.skoggy.com/tracking for real-time updates. If you have concerns about delivery, contact us at support@skoggy.com.

​

Contact Us

We’re here to ensure your Skoggy experience is delightful! For any issues with your order, reach out at support@skoggy.com or through our Contact Us page. We’ll respond promptly to make things right.