FAQ
Shipping for our products is dependent on the category of product purchased:
- Digital goods will be delivered via email within 1-2 days. sign up for our email list to get a free set of contrast cards right away!
- 3D-printed toys will be shipped within 1-2 weeks of purchase and should arrive in 1-2 weeks after shipping. You will get a tracking number via email as soon as your toy has shipped so you can keep track of it as it arrives.
- For available sustainably manufactured toys, you will get a tracking number via email as soon as your order has shipped so you can keep track of it as it travels. Shipped items may take up to 1 week to arrive.
- For toys "coming soon", you can sign up for the waitlist and we will notify you when the item becomes available.
2 - What's your return policy?
Instead of returning items, you can contact us for a full refund within 30 days of receiving your order. Why? Returns run counter to our emphasis on sustainability: every return has a carbon footprint. So just tell us what went wrong, send along a pic, and we’ll give you your money back in full. Then, if possible, you can donate your product to a local charity or recycle it.
3 - Can I cancel my order?
Cancelations are possible if you contact us via our contact page or by emailing contact@lillabmates.com before your product has shipped. We will not accept cancelations for digital products after they have been sent to you or physical products after you have received your tracking number email. Sometimes orders get sent out before we can process the cancelation. So if you successfully canceled your order but still receive the package, then please go ahead and do one of three things: recycle it, donate it, or enjoy it.
4 - What happens if I receive the wrong item?
If there’s an issue with your order -- if it’s the wrong size, defective, or otherwise not exactly what you wanted -- then simply contact us on our form or by emailing contact@lillabmates.com, and we’ll give you a refund. You won’t be asked to ship the product back to us.
5 - Do you offer exchanges?
The colors of our 3D printed products will vary if you do not specify the color(s) you prefer in the notes section of the checkout page. We do not offer exchanges. However, if for any reason you didn’t get the product you ordered, just let us know and we’ll get you a new one.