Returns and Customer Service
What if the finished plush does not look like my pet?
Free finished-plush preview before shipping. You may request reasonable modifications. If, after several rounds, you still feel we cannot meet your expectations, you may cancel before shipping for a full refund. Tell us what should be adjusted, such as markings, fur color, expression, posture, or mouth shape, and our artists will review the requested changes with you.
Can I return a custom plush after it arrives?
Because each custom plush is made to your specifications and approved through the preview process, custom orders are final after approval and shipment. If an item arrives damaged, defective, or different from what you approved because of our error, contact us and we will make it right.
How does preview approval work?
We send photos of the finished plush for your review before shipping. Each modification round usually adds 3-5 business days. The order ships after final approval. If we cannot reach you, we will continue trying to contact you before taking the next step.
What about ready-made Companion Collection plush?
Ready-made plush are in-stock, non-custom items and do not include the preview step. If an item arrives damaged, defective, or is not the item ordered, contact us promptly.
Questions? Email dragonmossart@gmail.com. We normally reply within 24 hours on business days.