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How do I return an item?

RETURNS
At Puppetsinc.com, we want you to be happy with your purchase. We don't sell on approval, but if, within 30 days of receiving your order, you find something wrong with it, we'll be happy to take it back. But remember, You must receive authorization to return anything so please contact us before you put your return in the mail. All return portage is the responsibility of the customer unless the product is defective or we shipped you the wrong thing by mistake (see below).

Our Mistake
What? We sent you the wrong item? That's completely our fault. As soon as you let us know of the error, we'll send you the right item, right away, at no cost to you.

Defective Merchandise
It is our intent to be so diligent about our business as to never ship you any defective merchandise. But sometimes, even under the most careful scrutiny, a defect sneaks through. If you get your order and any part of it is defective, we'll ship you a replacement at no charge. Of course, you may have to send us the defective item and pay the return postage so we can verify that something is wrong before we send your new one out to you.

Your Mistake
As much as we like you, we can't be responsible for your errors. You can return most items you ordered by mistake, but you'll have to pay the return postage and a 10% restocking charge. Other charges may apply depending on the situation and condition of the order. If the item returned is soiled, damaged, parts missing, or in otherwise unsalable condition, an additional amount will be deducted from your refund based upon what is required to bring the item back up to an acceptable condition.

Adjusta-Stages™
It's a big investment for some, we know, but because of the considerable investment we must make in time, materials, and shipping for these stages, we cannot offer refunds under any circumstances. Authorized returns will be eligible for store credit only.

Vent-style Modification
You understand... if we punch a hole in the back of your puppet because you asked us to, we have to insist you keep the puppet. Sorry, but we cannot accept returns on any puppet that has been made Ventriloquist Ready.

BLANX
The whole point of Blanx is to maximize customer savings by limiting the amount of labor we expend making your product. The best scenario for us is to make each Blanx with no add-ons or modifications. As with all our puppets, we make each Blanx to order with meticulous care and attention to detail. But because there are so many possible variations (skin color, with ears, without ears, with nose, without nose, vent ready, etc.) the possibility for you, as the customer, to specify a Blanx that no other customer will ever order is reasonably good. For that reason, only Blanx puppets that have had no add-ons or modifications are eligible for return or exchange. We paid for the shipping to get it to you (probably), you'll have to pay to send it back. Please contact us before doing so and remember the returning Blanx puppet will have to be in resellable condition.

Unique and Clearance Items

Some things in our catalog are non-returnable for any reason. This includes any items listed on our Unique or Clearance pages. The special prices on those products make them non-returnable.

Refunds
If after the dust has settled you decide you want to return your purchase for refund (assuming the product is eligible for it), it may take up to 60 days for you to receive your refund after we receive and check the item you are returning. In addition to being eligible for refund, the puppet or CD or stage or whatever has to be received by us in salable condition. All approved returns will be subject to a 10% restocking charge. The 60 days for refund does not begin until our inspection finds the item to be in acceptable returned condition.

You must receive authorization to return anything
so please contact us before you put your return in the mail. Call 877-6PUPPET (877-678-7738) and leave us your information (Name, invoice no., and return contact info). Well get back to you as soon as we can. This number is only for customers seeking authorization on a return. All other contact should be made by e-mail: customerservice@puppetsinc.com

Contact Us:

Frontier Creations / Puppets Inc.
PO Box 1359
Red Oak, TX, 75154

Customer Service # 877-678-7738
FAX # 877-678-7738