Refund policy
At Boinkzone, we want every purchase to feel like a confident decision.
If something is not right — whether your product arrives damaged, does not work as expected, or is not the right fit for your needs — this policy explains how returns and refunds work.
This policy applies to orders placed through Boinkzone and is intended for customers in the United States.
Return Eligibility and Time Window
We accept returns within 30 days from the date your package is delivered.
The 30-day return period begins on the delivery date shown in your tracking information, not the order date.
We accept returns for the following situations:
Product Issues
Returns are accepted when:
- The item arrives damaged
- The product does not function as described
- The item is significantly different from the product information provided
Change of Mind
Returns may also be accepted if:
- You no longer need the product
- You selected the wrong model
- The product does not fit your current setup
Return Requirements
To be eligible for a return:
Product Condition
Items must be:
- Unused, or experiencing a verified product issue
- Free from damage caused by misuse
- Returned with all included components when possible
Original Packaging
Original packaging is preferred.
Including the original box, accessories, manuals, and included parts helps us process your return more efficiently.
Included Components
Missing components may affect return eligibility or result in an adjusted refund amount.
Examples include:
- Power adapters
- Feeding bowls
- Accessories
- Instruction manuals
No Misuse or Unauthorized Changes
Returns are not accepted for products damaged due to:
- Accidental drops
- Improper use
- Liquid damage outside normal product use
- Unauthorized repairs or modifications
Return requests submitted after 30 days from delivery are outside our standard return period.
For product issues after this period, please refer to our Warranty Policy.
How to Request a Return
Please do not send products back before contacting us.
Returns sent without prior approval may not be accepted.
To request a return:
Step 1
Email:
Please include:
- Order number
- Reason for return
- Photos or videos if the item is damaged or defective
Step 2
Our team will review your request and respond within:
1–2 business days, Monday through Friday
Step 3
If your return is approved, we will provide:
- Return instructions
- The correct return address
- Additional guidance if needed
For approved defective returns, we may provide a prepaid return label.
Step 4
Pack the product securely and send it only to the return address provided by our support team.
Do not send returns to our business address unless specifically instructed.
Return Processing
Once we receive and inspect your returned item:
- Returns are reviewed within 3–5 business days
- We will confirm the refund status after inspection
If any issues are found with the returned product, our team will contact you.
Return Shipping Costs
Return shipping responsibility depends on the reason for the return.
We Cover Return Shipping When:
The return is caused by our error, including:
- Damaged items received
- Incorrect items sent
- Products that do not match their description
In these situations, we will provide return shipping assistance.
Customer Covers Return Shipping When:
The return is due to personal reasons, including:
- Changed your mind
- Ordered the wrong model
- The product is not the right fit
For these situations, return shipping costs are the customer’s responsibility.
We recommend using a trackable shipping method because we cannot be responsible for packages lost during return transit.
Original outbound shipping costs are non-refundable unless the return resulted from our error.
Refunds
After your return is received and inspected:
- Refunds are processed within 3–5 business days
- Refund confirmation will be sent after processing
Depending on your financial institution, additional processing time may be required before the refund appears.
If you have not received your refund after 10 business days from return confirmation, please contact:
Include your order number so we can assist you.
Exchanges
We currently do not offer direct product exchanges.
If you need a different product, model, or option, the recommended process is:
- Request a return for your original item
- Wait for return approval
- Place a new order for the product you need
This helps avoid delays and ensures product availability.
Non-Returnable Items
The following items are not eligible for standard returns:
- Products damaged through misuse or accidents
- Items with unauthorized modifications
- Products returned with missing essential components
- Returns requested after the 30-day return period without approval
- Items marked as final sale, unless they arrive damaged or defective
If a final sale item has a quality issue, please contact our support team for assistance.
Lost or Incorrect Orders
Received the Wrong Item?
If you receive an incorrect product or incorrect quantity:
Please email:
Include:
- Order number
- Photos of the item received, if available
We will review the issue and provide the appropriate solution.
Package Shows Delivered but Has Not Arrived?
If your tracking information shows delivered but you cannot find your package:
- Check around your property
- Ask household members or nearby neighbors
- Wait one additional business day, as carrier scans may occasionally update early
If your package is still missing, contact us with your order number.
For confirmed lost packages, we will work with the shipping carrier and help arrange an appropriate resolution.
No Subscriptions or Hidden Fees
Boinkzone does not require subscriptions or additional services to purchase products or request returns.
Any applicable return-related costs will always be communicated before you send an item back.
Contact Us
For return or refund questions:
Email: support@boinkzone.com
Response Time: Within 1–2 business days, Monday through Friday
Company Name: VICTORIA CRIFF LLC
Brand Name: Boinkzone
Business Address:
5901 SELINSKY RD
HOUSTON, TX 77048
United States
Customer Support Email:
support@boinkzone.com
Important:
Do not send return items to the business address above unless you have received written confirmation from our support team. Approved return instructions will include the correct return destination.