Returns, Refunds and Cancellations

Returns and Refunds

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

If you receive any damaged or defective item(s), please contact us immediately at service@strawtopia.com so we can assist you promptly.

Steps to return your items

- If you wish to return the item(s) you have purchased, please fill out the Return Request Form below and email to service@strawtopia.com. (PDF version available for download)

- Once we have approved your request you can start the following process to return the item(s)

- Safely place the item(s) in a sealed package, you can use the original packages if possible

- Include a printed copy of your return request form in the package

- Ensure sure any old labels on your package are removed or obscured

- Arrange a trackable postal carrier service, pay for shipping and send it to designated address 

To complete your return, we require a receipt or proof of purchase.

Where STRAWTOPIA is not responsible (if applicable): 

STRAWTOPIA.com is not responsible for any missing return package while it is still in transit.

There are certain situations where only partial refunds are granted (if applicable): 

Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

Any item that is returned more than 30 days after delivery.

Non-returnable Non-refundable items:
Gift cards, wholesale, bulk and custom products

Please note: All sales are final for items that are on sale or purchased using loyalty reward points, gift cards, coupons/vouchers. Including but not limited to products sold with wholesale and bulk discount pricing as well as customized products.

Cancelled Orders
If you have requested to cancel your order before shipment, you will receive a full refund of your order.

If you try to cancel an order after it has been shipped/partially shipped, you will NOT be eligible to receive any refund on that order.

Wholesale and bulk orders cannot be cancelled at any stage of the order process. Custom orders cannot be cancelled. NO EXCEPTIONS.

You understand and acknowledge that prior to ordering you will have communicated with our sales team to ensure and know about the products beforehand.

For custom orders, it is our discretion whether to complete your order or issue a credit depending on circumstance. If a sample has already been produced, there is a $25.00 service fee for each item. Any remaining funds less fees will be issued as credit. If your custom order is already in production or already completed, your custom order will be shipped to you. 

Return Orders
We will send you an email to notify you that we have received your returned item, once your return is received and inspected.

If your return is approved, we will immediately issue a refund for your order. A confirmation email will be sent once STRAWTOPIA has processed your refund.

Please allow 4-6 weeks from the return ship date for your account to be credited, and 2-3 billing cycles for the credit to appear on your statement.

The refund for return item(s) will only include the amount you have paid after any discount or reward and it will not include any shipping charge paid by you.

Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your credit card or PayPal account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at service@strawtopia.com.

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange for the same item, send us an email at service@strawtopia.com and send your item to address provided during return correspondence,

Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be emailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and will find out about your return.

Shipping
To return your product, you should mail your product to our designated address during return correspondence

You will be responsible for paying for your own shipping costs for returning your item. If you receive a refund, the cost of return shipping will be deducted from your refund, unless you pre-paid the shipping costs to us.

Shipping costs paid initially for shipping to you are non-refundable, unless items arrived defective or damaged. In this case, the shipping costs associated with your replacement will be included.

Depending on where you live, the days it may take for your exchanged product to be shipped to you may vary.

If you are shipping an item over $100 USD, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.