Privacy policy

Effective date: August 20, 2026

This Return and Refund Policy applies to products purchased directly from Toadwood Labs at toadwoodlabs.com. Because the shop includes both stocked goods and items produced or prepared for a specific order, return eligibility depends on the product type and the reason for the request.

Start a return or report a problem

Email admin@thetoadwood.com with your order number, the item involved, and a brief description of the request. For damage, defects, misprints, or an incorrect item, include clear photographs of the product, packaging, and shipping label when available.

Do not mail a product to our public business address, a manufacturer, or a fulfillment partner unless Toadwood Labs first authorizes the return and provides the correct instructions. Unauthorized returns might not be accepted or credited.

Standard stocked goods

Unless a product page states otherwise, a standard stocked product may be returned within 30 days after delivery when it is unused, unworn, unwashed, unaltered, free from contamination or damage, and returned with its original tags, components, and packaging. Proof of purchase is required.

For a return based on preference, fit, color, or change of mind, the customer is responsible for return shipping. Original shipping charges are not refundable unless required by law or the return results from our error. We do not charge a restocking fee for an approved standard return.

Made-to-order, on-demand, custom, and personalized goods

Products made, printed, embroidered, assembled, configured, packaged, or personalized for a particular order are final sale for buyer's remorse, incorrect size selection, color preference, or change of mind. Please review product descriptions, measurements, and options before ordering.

This final-sale rule does not limit our responsibility for a product that arrives damaged, defective, materially misprinted, or different from what was ordered.

Damaged, defective, misprinted, or incorrect items

Report these issues within 30 days after delivery. After review, we may provide a replacement, repair where appropriate, store credit, or a refund to the original payment method. When the issue is confirmed as our error or a covered fulfillment defect, Toadwood Labs will not charge the customer for the approved remedy or required return shipping.

Lost shipments

Report a package that has not arrived within 30 days after the estimated delivery date. We may ask you to confirm the delivery address, review tracking, check with household members or building staff, and contact the carrier before the shipment is treated as lost. If the carrier or fulfillment record confirms a covered loss, we may replace or refund the affected item.

Packages marked delivered

If tracking shows delivery but the package cannot be located, promptly check the property, mailroom, household members, neighbors, and the final-mile carrier. Contact us with the order number and the results of those checks. We will assist with available carrier or fulfillment claims, but a delivered scan does not automatically establish that a package was lost in transit.

Non-returnable and final-sale items

Except where required by law or where an item arrived damaged, defective, or incorrect, we do not accept returns of:

• gift cards, digital downloads, event access, education access, consulting services, project deposits, or custom project deliverables;

• customized, personalized, made-to-order, or on-demand goods;

• items expressly marked “Final Sale”;

• opened consumables, personal-care or wellness goods, sterile products, or laboratory consumables;

• perishable products, live biological materials, cultures, or genetics where return handling could compromise identity, viability, sterility, or safety;

• hazardous, flammable, regulated, or restricted goods; and

• items that have been used, worn, washed, altered, contaminated, damaged after delivery, or returned without required components.

Exchanges

We do not process automatic size, color, or preference exchanges. For an eligible standard product, the fastest process is to request a return and place a separate order for the preferred item. Covered defects or fulfillment errors may be resolved with a replacement.

Order changes and cancellations

Contact us immediately after placing an order. We will make a reasonable effort to change or cancel an order before fulfillment or production begins, but changes and cancellations are not guaranteed. Once a made-to-order product enters production or an order ships, it generally cannot be canceled.

Refund timing

After an approved return is received and inspected, we will notify you whether the refund is approved. Approved refunds are issued to the original payment method, normally within 10 business days. Your bank or payment provider may need additional time to post the credit. If 15 business days have passed after we confirm approval, contact us.

Consumer rights

Nothing in this policy limits any non-waivable right or remedy available under applicable consumer-protection law. When local law provides greater rights, those rights control.

Contact

Email admin@thetoadwood.com