Returns & refunds

Damaged, defective, or wrong item

Email support@pla-toys.com within 30 days of delivery with your order number and a photo of the problem. We will send a replacement or refund you in full, whichever you prefer. You will not pay return shipping, and in most cases we will not ask you to ship the item back at all.

Changed your mind

• Before we start printing: email us and we will cancel and refund in full. Because we print quickly, this window is often only a few hours, so reach out as soon as you can.
• After printing has started: we generally cannot refund a made-to-order item, since it cannot be resold. If the order has not shipped yet we will still try to help where we reasonably can.
• Unopened and unused, within 30 days: write to us anyway. We would rather sort something out than have you stuck with a toy you do not want. Return postage would be yours in that case.

Packages that never arrive

If tracking has not moved for a week, or shows delivered but nothing turned up, contact us. We will help open a claim with the carrier and will usually reprint and reship the order. Please check with neighbors and around your property first, since that resolves most of these.

Color and finish

Filament color varies between spools and screens show color differently, so a slight mismatch with the product photo is not a defect and is not on its own grounds for a refund. If what arrived is clearly not the color you ordered, that is our mistake and the first section applies.

How refunds are issued

Refunds go back to the original payment method through Shopify. Once we issue one, it typically appears within 5 to 10 business days depending on your bank. Original shipping is refunded when the fault was ours.

Bundles

If one item in a bundle arrives damaged, we replace that item rather than the whole bundle. If you want to return an entire bundle under the change-of-mind section above, it has to come back complete.