CUSTOM & PERSONALIZED ORDERS:
Owltopthat loves working with custom and personalized orders. Owltopthat creates custom toppers and other items based on customer's ideas and needs. Each Item is Owltopthat works with customers individually and provides previews for each alteration change request. Please contact me with your request prior to purchasing. Once i reviewed and provided a preview that you like. Under normal circumstances i would request you order from the original listing, select size and color. then in the notes during purchase you would include your file name that i provided so i know to use your custom file during processing. If you require the item for any specific date please let me know (Custom orders do take more time).

REFUNDS & EXCHANGES:
I do not offer Refunds or Exchanges for the following Items:
Personalized or Customized Items (IF Material and Supplies were used for a customers order and is already Processed, Made, and ready to ship)
Delays due to Customer incorrect address (PLEASE double check your account information and that it is important to keep your address information updated on file.)
Customer incorrect personalization (PLEASE double check your personalization request Names, Dates, Ages...ect. during purchase)
Customer misconception (Please read the entire product description prior to purchasing. Please review the Material Used, the Thickness, Product dimensions and other important product information included on the listing)

I do offer Refunds and Exchanges for the following Items:
Broken Received items (photos required).
Lost in Mail items (NOT due to Customers incorrect Address).
Incorrect Personalization Received (If personalization was incorrect due to a error on my side).
Customers Product has not left Owltopthat Studio and has not Processed yet and no in house materials used.

CANCELATIONS
Owltopthat does accept order cancellations within 24 hours from receiving the order. If the buyer is cancelling a Personalized or Custom order and the design work already has been done and a preview was sent to the customer or shipped the item. I reserve the right to charge for the work that has already been completed.

CUSTOM FEES AND TAXES
Owltopthat is not responsible for any import duty and custom handling fees that the buyer might have to pay in their country. Owltopthat is not responsible for any delays caused by customs and international handling and times.

DELIVERY AND PROCESSING TIME
Customers will receive a estimated delivery date upon checkout. Expect latest delivery date and time displayed during checkout. If you have a Rush order please contact Owltopthat prior to ordering. Shipping Method chosen does not speed up the Processing time. Please select proper shipping method based on your time needed. Processing time includes the time it takes for Owltopthat to get to your order. Processing times may vary based on time of the year. Normally 3-7 Business Days. Delivery time includes the order processing time - Order processing time is the time it takes for me to handmake your item, review, and Pack and take your order to the post office. Shipping time - which is the time it takes for your package to go through all the sorting postal service stations, and to be transported to the buyer's location. International orders to be handled by customs if it has to, to be sorted and delivered to the buyer's door. I reserve the right to cancel the order if i feel that there is insufficient time for the item to be made, sent out and delivered in time for your date. Please no RUSH in the buyers notes because i do not see your note in time. Please contact me for rushed orders. Some complete redesigned work will require pre-payment to start the product design process.

RETURNS / RECEIVING DAMAGED ITEMS
As all our items are individually handmade to order. Owltopthat does not accept returns unless you have received a damaged item.
If your order has arrived damaged please send us a photo within 24 hours after receiving it. Owltopthat will send a replacement to you. If the item was required for any specific date and there is no time for processing without customer communication then Owltopthat will issue a refund.
Please contact Owltopthat before opening a case or leaving a negative feedback. In most cases the problems can be resolved.

LOST ITEMS AND NON-DELIVERY
Please make sure that the address you provide is up to date.
If the buyer has provided a wrong address or was unavailable to receive the item and the package was returned to us, we can re-send the package for an additional postage fee. If the buyer will then decide to return the item we will refund ONLY the cost of the item minus 20% re-stocking fee. The shipping cost will not be refunded.
LOST ITEMS - the items are considered lost if they have not been received or returned to the seller within 2 months from the posting the item. In that case we can send the replacement.