Refund policy
Every beadboo piece is handmade to order and personalized just for your pet — which means it can't be restocked or resold. Because of that, all sales are final. We don't accept returns or offer refunds for change of mind, ordering the wrong style, or simply not loving it as much in person (though we're pretty sure you will).
What we DO cover
If we made a mistake, we fix it — always. If the personalization on your tag doesn't match what you entered at checkout, or you received the wrong item, we'll remake your piece free of charge. If a remake isn't possible, we'll issue a full refund to your original payment method.
Lost or damaged in transit — Shipping Protection
At checkout you can add Shipping Protection to your order. If your protected order is lost in transit (tracking never shows delivery) or arrives damaged, we'll remake it free of charge — or refund it if a remake isn't possible.
Without Shipping Protection, we're unfortunately unable to remake or refund orders that are lost or damaged after we hand them to the carrier — once a package is with USPS, its journey is out of our hands. We'll still gladly help you file a claim with USPS, so reach out either way.
How to file a claim
- Damaged or incorrect item: email us at help@beadboo.com within 7 days of delivery. Include your order number and clear photos of the item and the packaging. Please keep the item and packaging until your claim is resolved. (Damage in transit is covered when your order includes Shipping Protection.)
- Lost package (with Shipping Protection): if your tracking hasn't updated or shown delivery within 15 days of the ship date, email us with your order number. We'll open a trace with the carrier and remake your order once it's confirmed lost.
Claims submitted after these windows may not be eligible, so please check your order as soon as it arrives.
What we can't cover
- Transit issues without Shipping Protection. Orders lost or damaged in transit are covered only when Shipping Protection was added at checkout (we'll still help you file a USPS claim).
- Typos in your personalization. Your tag is printed exactly as you typed it at checkout — please double-check spelling, capitalization, and the phone number before placing your order.
- Packages marked "Delivered." If tracking shows your package was delivered but you can't find it, check with household members and neighbors, and allow 48 hours — carriers sometimes scan early. Then contact us and we'll do our best to help, but we can't refund or remake orders confirmed delivered to the address you provided.
- Incorrect shipping address. If the address you entered was wrong or incomplete and the package is lost or returned, we can reship it at your expense — but we can't offer a refund or a free remake.
- Wear and tear. Chewing damage, broken cords or beads from pulling, water damage, fading, and normal wear are not covered. beadboo pieces are decorative accessories — see our care & safety guidelines.
- Slight handmade variations. Minor differences in bead placement, color shade, or charm position are part of what makes each piece one of a kind, not defects. Colors may vary slightly from your screen.
Order changes & cancellations
Because each piece is made to order, cancellation is not guaranteed. If you need to change or cancel your order, email help@beadboo.com as soon as possible with your order number. If we haven't started making your piece yet, we'll happily cancel or edit it. Once personalization has begun (your tag has been printed), the order is final and can no longer be changed or cancelled.
Questions?
We're a small team and we genuinely care that you and your pet are happy. If anything about your order feels off, just write to us: help@beadboo.com.