Refund policy

Last updated: October 18, 2026

Every critter we sell is 3D printed by us in Nampa, Idaho, from a licensed STLFLIX design, and many of our orders are made just for you. Because of that, all sales are final: we don't accept returns or exchanges for change of mind. This policy explains how we fix problems when an order is defective, wrong or missing items, and what to do if a package is damaged in shipping. If you're ever unsure, email us at support@fidgetcritter.com before you send anything back.

Quick summary

What you bought	Can it be returned?	If it's defective, wrong or missing items
Ready-to-ship toys in our standard colors	No (all sales final)	We replace it or refund it
Print-to-order and custom-color prints	No (made for you)	We reprint it or refund it
Build-a-Birthday Bags (engraved bags, toys and surprise gifts)	No (personalized)	We fix our mistake, except the surprise gift (included at no charge)
Bulk and custom-quote orders	No, unless your written quote says otherwise	We fix our mistake
Candy and other food in any order	Never, opened or not	No replacement or refund for any surprise gift item, including candy (the surprise gift is included at no charge)
Sale and clearance items, gift cards	No	We replace it or refund it

Damaged in shipping? That's a claim with the carrier, not a refund from us. See Damage in shipping below.

If something is wrong with your order

If your order has a manufacturing defect (such as a broken print or a joint that won't move), was damaged while we were making or packing it, is missing an item, or isn't what you ordered, email support@fidgetcritter.com within 7 days of delivery with:

your order number;
a photo of the problem;
for Birthday Bags, a photo of the bag front showing the engraving.

When the mistake is ours, we'll reprint and reship the affected items at no charge, or refund them if you'd prefer. In most cases you won't need to send anything back. Please keep the item and packaging until we've sorted it out.

Engraving errors. If your bag's engraving doesn't match the text or design you approved with us, that's our mistake and we'll re-engrave a replacement bag. Spelling, names, dates and wording are engraved exactly as you send them and confirm during our engraving review, so we can't cover errors in text that was approved as written. Once you approve your engraving proof, any mistake in the text or artwork you approved isn't covered, and we can't remake or refund bags for it.

Event dates. We'll always move a replacement for a party order to the front of our queue, but we can't promise a reprint will arrive before your event, especially for orders placed close to the party date. If a replacement can't reach you in time, we'll refund the affected bags or items instead.

Damage in shipping

Once your package is handed to the carrier, damage that happens in transit isn't covered by this policy. You file the claim with the carrier, as set out in our Shipping Policy, and we'll provide the tracking number and shipping details you need to help with your claim. If you're not sure whether something was damaged in shipping or before it left us, email us within 7 days of delivery with photos of the items, the box and the packing, and we'll take a look.

All sales are final

Because every critter is printed by us, and many are printed to order, all sales are final except for items that are defective, wrong or missing. We don't offer returns or exchanges for change of mind, including on ready-to-ship toys in our standard colors. Custom and print-to-order items are non-refundable and non-returnable except when they're defective, wrong or missing, as described above.

Items we can't take back

No item can be returned or refunded for change of mind, including ready-to-ship toys and everything listed below. Most of these are made or packed specifically for your order and can't be resold. Except for the surprise gift, all of them are still covered if they're defective, wrong or missing, as described above.

Build-a-Birthday Bags, including the engraved bag, the toys inside and the surprise gifts, once production has started.
Print-to-order items, including custom colors and custom prints of STLFLIX designs you choose for us to print.
Personalized or engraved items of any kind.
Bulk orders and custom quotes, unless your written quote says otherwise.
Candy, treats and other food, whether opened or sealed. For safety we never take food back.
Sale and clearance items and gift cards.

What isn't a defect

3D printing builds each critter layer by layer, so a few things are normal and aren't treated as defects:

fine layer lines, small marks where the print touched the printer bed, and tiny differences in surface finish;
slight color differences from the photos on our site, because screens differ and filament batches vary;
different color placement on rainbow, multicolor and color-shift prints, which is unique to every print;
small differences in engraving size and placement from the online preview, which is an illustration only.

We also can't cover damage that happens after delivery, such as joints forced past their range, chewing (by kids or pets), or heat damage. Our prints are PLA plastic, which can soften and warp in hot cars, direct sun or other high heat.

Surprise gifts and candy

Birthday Bag surprise gifts may be sealed, commercially packaged, store-bought candy. Because the surprise gift is included at no charge, no replacement or refund is offered for any item included in the surprise gift, including candy, whether it is missing, damaged, crushed, melted or delivered with a torn or opened wrapper. Customers who wish to replace the surprise gift may purchase similar items from a retailer of their choice. We can't accept returns of candy or exchange it for a different treat after delivery, so if anyone receiving the bags has an allergy or dietary need, please ask for no candy when you place your order (see our Terms of Service for details).

Cancellations

In-stock items: you can cancel in-stock, ready-to-ship items (shown with a stock quantity) for a full refund of the item price at any time before your order ships. Email us as soon as possible. Once your order has shipped, all sales are final.
Print-to-order items, including custom colors: we order the filament for print-to-order and custom-color items as soon as your order is placed, and that purchase can't be cancelled. Because of that, there is no full-refund window for these items, even on orders of one or two items. If you cancel a print-to-order or custom-color item at any time after your order is placed and before it ships, you'll receive a refund of up to 50% of that item's product price. Once your order has shipped, all sales are final and no refund is given. Print-to-order items ship within up to 5 business days, as described in our Shipping Policy. Because all items in an order ship together once every item has been printed, an order that includes a print-to-order item ships when that item is ready; until then, you can still cancel its in-stock items for a full refund of the item price as described above.
Shipping refunds on cancellation: shipping is refunded in full only when your entire order is cancelled before it ships. If you cancel some items and the rest of your order still ships, shipping isn't refunded.
Build-a-Birthday Bags: sending a Birthday Bag request doesn't charge you anything. Birthday Bag orders are paid in full after the engraving proof is approved and before production begins. Toy selections lock at payment, so toy color or model changes after payment need a new order. After you've paid your invoice, you can cancel for a full refund until we start engraving or printing for your order. After that, we can't cancel or refund the order, because the bags are personalized.
Bulk orders: cancellation terms are set out in your quote.

Refunds

Once we approve a refund (or receive and check a return), we issue it to your original payment method within 5 business days, processed during our business hours. Your bank or card issuer may take a few extra days to show it. We'll email you when it's done. If you haven't seen it after 10 business days, please contact us.