If you need to request a return or exchange, please review our policy below to ensure eligibility and a smooth process.
Return & Exchange Policy Overview
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Return Window: You have 14 days from the delivery date to request a return or exchange.
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Product Return Eligibility: Items must meet the criteria outlined below to qualify for a return or exchange.
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Restocking & Handling Fee: All returns are subject to a 20% Restocking and Handling Fee.
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SHOP Pay Installments: Customers who purchased using the installments feature are not eligible for returns. Cancellations are subject to a 6.5% merchant fee.
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Return Shipping Costs: All return shipping costs are the responsibility of the customer.
Platinum Order Protection
Platinum Order Protection is an optional upgrade available at checkout. When selecting “Checkout Now,” Platinum Order Protection will automatically be added to your order for the listed fee. Customers who do not wish to purchase this coverage must select “Checkout without protection.”
Benefits of Platinum Order Protection:
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Free returns and exchanges (no shipping or restocking fees)
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Extended 28-day return and exchange window (instead of 14 days)
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Lost shipment coverage (replacement or refund if the carrier confirms loss)
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Comprehensive shipping damage protection (replacement or refund for unusable items with required documentation)
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Priority, hassle-free claims process
For full details, please view our Platinum Order Protection overview here.
Return/Exchange Eligibility
To be eligible for a return or exchange:
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Condition: Items must be unused, unworn, in their original packaging, and in the same condition as received.
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Product-Specific Policies: Some items have unique return policies and are ineligible for return. Please review the product page for details.
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SHOP Pay Installments: Customers who purchased using the installments feature are NOT eligible for returns.
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Meet All Requirements: To be eligible for a return, all requirements must be met.
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Exchanges: All exchanges must meet the same criteria as a return and follow the same guidelines.
Ineligible Products / Non-Returnable Items
The following items are ineligible for returns:
Final Clearance or Sale Items: Items marked as final sale, in-store credit, or gift cards.
Non-Refundable Costs
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Original shipping costs and shipping insurance.
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Return shipping costs and any shipping adjustments charged by the carrier.
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Sales tax if applicable.
Restocking & Handling Fee
As a small business, processing returns is a time-intensive process. At Magic Creeper, we value human interaction and have chosen Not to implement an automated return process. We appreciate your understanding and encourage thoughtful purchases to minimize the need for returns.
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To cover the coordination, monitoring, and processing of returns, a 20% Restocking & Handling fee will apply to all returns/exchanges. This fee will be deducted from the refund or credit amount.
Refunds & Credits
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Store credits and refunds will be initiated within 10 business days to the original payment method once the product has been received and made eligible under the guidelines. Your bank may also take 2-4 days to process.
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Refunds will be reduced by our 20% Restocking & Handling Fee and any shipping cost adjustment if applicable.
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Sales tax, original shipping charges, and shipping insurance are non-refundable.
Condition of Returned Items
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Original Packaging: Items must be securely packaged in their original packaging to prevent damage during transit.
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Damaged Returns: We are not responsible for items returned damaged. We require shipping insurance to protect against loss or damage.
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Filing a Loss Claim: If a returned package is damaged, lost or stolen, we will be unable to process the return. However, the customer can file a claim with the carrier to recover costs.
Note: If a returned item does not meet our full requirements upon inspection, we may be unable to accept the return. In such cases, if the customer wishes to have the product sent back to them, the customer is responsible for covering the shipping costs.
Damaged / Missing Items
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Defective/Missing items upon arrival must be reported within 24 hours.
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Defects or Damage that occurs after initial delivery will fall within our Warranty Guidelines.
Note: For damage claims, we MUST have pictures of all the packaging inside and out.
Fraud Prevention & Claims Investigation
All return, damage, loss, and non-delivery claims are subject to review and verification.
By submitting a claim, the customer acknowledges and agrees that Magic Creeper reserves the right to conduct a reasonable investigation, which may include reviewing carrier records, delivery confirmation data, photographic evidence, and other relevant documentation.
Fraudulent or misleading claims—including false statements, altered documentation, or misrepresentation of facts—are taken seriously. If a claim is determined to be fraudulent, it may be denied, and Magic Creeper reserves the right to pursue all remedies available under applicable law.
Initiate a Return or Report a Damage upon Delivery
- To initiate a return or report a damaged package, please follow the instructions on our return portal: Return Portal
Exchanges
Exchanges follow the same return guidelines. Customers are responsible for shipping costs for both the return of the original item and the shipment of the new item.
Need Assistance?
For any questions or concerns, please contact us at service@magiccreeper.com. Our dedicated customer support team is here to assist you and ensure your satisfaction.