Refund policy

(Last revised on 9th October, 2025)

At www.shop.neopets.com, most items come with a 30-day money-back guarantee with free shipping and no return fees. For products that do not qualify for this guarantee, it will be stated on their respective product pages.

Exclusions:

• Personalized items
• Used, washed, or worn products
• Discounted products
• Charitable Products
• Gift Cards
• Blind Box Products

For any assistance, customers can reach out to the dedicated customer service team. Support is available on weekdays from 8am to 8pm PST via our Support Center.

 

Eligible reasons for refunds & exchanges

• Defective item
  • Refund or exchange available for items that are defective or malfunctioning.
• Item damaged in shipment
  • Refund or exchange possible for items damaged during shipping or handling.
• Received wrong item
  • Refund or exchange offered if the customer receives an incorrect item.
• Other reasonable reasons
  • Refund or exchange may be requested for valid reasons beyond the above categories.
  • The Neopets team will review all requests and reserves the right to reject them at their discretion.

 

Returns, Refunds & Exchanges Process

Refunds:

• Eligibility for Returns:
  • Returns or exchanges for both domestic and cross-border goods are not supported without valid reasons.
• Refund Processing Time:
  • Refunds are processed within 10 to 15 business days from the date of the refund request.
• Refund Amount:
  • Refunds will cover only the value of the returned product(s). Shipping charges, taxes, and duties are not included in the refund amount.
• Prepaid Shipping Label:
  • Once a return is approved, a prepaid shipping label will be provided. Customers will not be responsible for the return delivery fee. We will provide you with a prepaid shipping label and detailed shipping instructions to facilitate the return process.

Exchanges:

• Eligibility for Exchanges:
  • Exchanges are free of charge, with no additional fees applied.
• Prepaid Shipping Label:
  • Once an exchange is approved, a return request will be initiated and a prepaid shipping label will be sent via email. Customers will not be responsible for the return delivery fee. We will provide you with a prepaid shipping label and detailed shipping instructions to facilitate the return process.
• Limited Edition Products
  
  • Due to the limited quantity production of Limited Edition products, inventory for compensation for damages may not always be available. While we will always strive to provide a replacement for reported damages, if there isn't sufficient stock, we will issue alternative resolution options, such as a partial or a full refund back to the customer for the damaged products. Customers will also be compensated with virtual in-game items on Neopets.com
    

By following this policy, we aim to ensure a smooth and transparent refund and exchange process for our customers.

 

Step-by-Step Procedure to Submit a Return Request:

1. Initiate the Return:

• Visit our Return Center to begin the return process.
• Follow the on-screen instructions to submit your return request.

2. Receive Prepaid Label:

• After submitting your return request, Returns Label and Commercial Invoice will be generated and sent via email.
  
• Complete the form in the email to schedule a collection time for the return package.

3. Prepare Your Return Package:

• Carefully pack the items you wish to return in their original packaging material.
  
• Print the Returns Label and Commercial Invoice received in your email prior to the scheduled pick-up time.
  
• Affix the Returns Label securely on the outside of the package.

4. Schedule Collection:

• A collection time will be scheduled based on the preferred date submitted in the form.
  
• Our courier service will collect the return package from your address at the scheduled time. If you need to modify the pick-up time, please resubmit the form; the latest submission will be used as the final.

4.1. Refund Process:

• Upon receiving the returned package, our team will conduct a thorough inspection of the items.
• If the return is approved, refunds will be processed within 2-3 business days.
• The time it takes for the credit to appear in your account will vary based on your financial institution's policies.
  

4.2. Exchange Process:

• Upon receiving and inspecting the returned package, our team will approve the exchange if the items meet our criteria.
• Approved exchanges will be processed within 2-3 business days.
• We will then pack and ship the replacement package to you free of charge.
• Delivery times will vary depending on the courier provider.

By following these steps, you can ensure a smooth and efficient return and refund process. If you have any questions, please do not hesitate to contact our team via the Support Center for assistance.

Items Not Eligible for Returns

Certain products are ineligible for returns, and their product pages will contain specific information regarding their exclusion. These products include:

Gift Cards 
All gift cards are not eligible for returns or refunds.

Charitable Products
Due to their donation-based nature, all sales for charitable products are final. Regrettably, returns or exchanges cannot be accommodated for these items. Customer satisfaction is paramount, so please don't hesitate to reach out to us via the Support Center if you have any concerns or inquiries regarding your order.

Personalized Products
All personalized items are non-returnable, as they are tailored to individual specifications and cannot be resold. Refunds cannot be issued for personalized items and we regret any inconvenience caused, refunds cannot be issued for personalized items.

Used, washed, or worn products
Products that have been used, washed, or worn are not eligible for returns.

Discounted products
Unless otherwise specified on the product description page, discounted products are not eligible for returns.

Blind Box Products
Due to the nature of certain products, particularly blind box items and products with prize codes attached, these are final sale and cannot be returned or exchanged except in cases of defect or damage. Customers must carefully select and consider their purchases as returns or refunds will not be accepted once these items are opened.

• Blind box products and items with prize codes are only eligible for return if unopened and in brand new condition with original packaging intact.
• Any returns due to personal reasons, such as change of mind or dissatisfaction with the surprise contents, are not accepted.
• Shipping fees are non-refundable.

This policy ensures fairness and helps prevent misuse of return privileges on blindbox or collectible items.

Other Reasons
The following situations do not qualify for after-sales services:

• Returns or exchanges requested for reasons unrelated to product quality, such as "disliking the style," "changing your mind," or "making an incorrect purchase," will not be accepted.
• If, after review by our customer service team, the product does not meet Neopets' criteria for quality or defects, returns and exchanges will be denied.
• Receiving duplicate items when purchasing partial sets is normal and will not be considered a valid reason for after-sales service. To avoid duplicates, we recommend purchasing the entire set.

 

After-Sales Acceptance Scope

Order Eligibility Restriction
After-sales support is only available for orders placed through official Neopets channels, which include the official online store and official Neopets on-site convention booths. For purchases made through third-party platforms or other retail distributors, customers should contact the original point of purchase or the platform’s customer service for after-sales support.

Other Issues
Product - Card Mismatch
For blind box products, if you find the identity card included inside the box does not correspond to the actual figurine, please provide:

• Clear photos of both the identity card and the figurine
• Order number and unboxing video
  After verification, we will resend the correct identity card to match the figurine you purchased.

Empty Package Issue
Our warehouse ensures only complete products are shipped with no empty packages. If you receive a package that is unusually light and empty, please provide:

• Order number
• Clear photo of the shipping label
• Unboxing video as proof the package is empty

Missing/Defective Virtual Prize Card
If you receive a missing or defective virtual prize card and would like to redeem the prize, please provide:

• A photo or screenshot of the virtual prize card (if applicable)
• Delivery address
  Our customer service team will arrange the redemption after verification.

Packaging Damage
Please inspect the product packaging upon receipt. If you notice significant damage, crushing, or deformation, contact customer service within 72 hours of delivery with photographic or video evidence.

Packaging damage not eligible for after-sales includes minor scratches, dents, abrasions, or slight shrink-wrap changes during shipping that do not affect the product inside.

 

Cancellations and Changes in Address

To request a cancellation or change of address, please contact the Support Center. Changes can be made only if the order has not yet been fulfilled. Once an order is fulfilled, no changes can be accommodated.

Note that fulfillment is handled by a third-party service provider and is beyond our control.

Refunding PayPal Payments

If the purchase was made via PayPal, the refund will be returned to the PayPal account used for the purchase. It will appear as credit in the PayPal account, which can then be used to make a purchase or requested to be withdrawn to your bank account. 

Fraud Prevention, System Integrity Policy, And Special Notes

We are committed to maintaining the security and integrity of our systems to ensure a safe and trustworthy shopping experience for all customers.

To protect both our customers and our company from fraud or abuse—including fraudulent transactions, misuse of promotional offers, unauthorized account activity, or attempts to manipulate our platform—we reserve the right to take immediate and appropriate action whenever suspicious activity is detected. This policy applies to all transactions, including purchases, refunds, exchanges, gift cards, and promotional offers.

Fraud Monitoring and Verification

• All transactions are securely processed, and we do not store full credit card information.
• Orders are continuously monitored for suspicious activity. Flagged orders may require additional verification, such as identification checks or confirmation of billing and shipping addresses.
• Refunds and exchanges are only provided for verified purchases with valid proof of purchase and may require photo ID. Fraudulent refund requests or requests lacking sufficient documentation will be rejected.
• Gift cards and promotional offers are issued as unique, non-transferable codes, and are monitored for misuse or abuse. These may be suspended or deactivated if fraud is suspected.

Actions for Suspected Abuse

• If we suspect fraud, abuse, or exploitation, we reserve the right to:
  • Suspend or permanently ban customer account(s);
  • Invalidate or cancel any current or future orders;
  • Refuse service and block future purchases;
  • Deactivate or void gift cards and promotional offers;
• Take legal action if necessary.

These measures may be taken at our sole discretion and without prior notice, where necessary to protect our business, customers, and partners.

If you believe your account has been mistakenly flagged, or if you have any questions regarding our fraud prevention measures, please contact our Customer Service team promptly via our Support Center.

Special Notes

Customers exhibiting any of the following behaviors during after-sales service requests may be subject to additional scrutiny:

• Claiming non-receipt of packages that have been confirmed delivered, or reporting empty packages.
• Failing to comply with established after-sales policy requirements.
• Providing incorrect or mismatched address information, such as country/region discrepancies.
• Submitting photos or claims of product defects related to items other than those purchased.

To ensure fairness, we may take actions such as:

• Requesting additional valid evidence, including clear unboxing videos or defect images.
• Suspending or reducing issued coupons or promotional benefits.
• Denying after-sales services or refund requests, with the customer responsible for any resulting losses.

This policy is regularly reviewed and updated as needed, with significant changes communicated to customers. By implementing this policy, we aim to maintain a secure and trustworthy shopping environment.

By shopping with us, you agree to comply with these security measures as part of our shared commitment to a safe and fair community.