Stone Critters S-564 Turtle Couple Resin Figurine

Returns
Our standard return policy lasts for 14 days and the clock starts on the item scan showing delivered by the applicable carrier. Unfortunately, we cannot offer you a refund or return after the standard 14 day review & inspection period has passed. In all cases, shipping is not refundable under our standard return policy and return shipping costs are paid by the buyer.

Please do not send your purchase back to us without prior approval and without following our entire return process noted below.

To be eligible for a return, your item must;

• Be eligible for our standard store return policy. Items not qualified are clearly marked as "No Return" above the price of the item and will typically be noted in the item description as being "Sold As-Is", "Sold No Return", "For Re-purpose", "For Restoration". In cases where there is conflict between the item tagged as "14 Day Return" and the content showing no return in the item description, the "14 Day Return" policy will always apply. 
• The item must be in the same condition that you received it.
• The item must be in the original packaging if sold that way.
• New Old Stock items in sealed packaging must still be sealed and show no signs of tampering.
• For jewelry and medals, the item must include the original gift box/presentation box or shadow box sent with the item.
• In general, all original pieces sent with the item must be present upon return to include internal mechanisms.  

In certain circumstances, we may deduct additional fees to include for;

1. Books with obvious signs of use not present when sent 
2. Sealed: CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that have been returned opened
3. Any item not in its original as-sent condition, is damaged or missing parts for reasons not due to our error
4. Any item that is returned more than 14 days after a return has been authorized by us. 

Sale items 
Items on sale may be returned under our standard policy as noted above. Items purchased with any discount code, again, may be returned under our standard return policy. 

Exchanges 
Because most of the items we sell are one off, or unique for our store, we do not offer replacements or exchanges. If your item is found to be not as described please read further down. Most items we sell are fully insured and ship USPS so please refer to our damaged item policy below if that is the reason for your return. 

Defective or Not as Described

If you received an item not as described, whether the item qualifies under our general store return policy or is sold as is no return, please contact us via email and include a copy of your order receipt along with a detailed description from you of what we missed and any relevant photographs of the missed issues. Our contact information can be found below.

We strive to make complete and accurate descriptions, but we do sometimes make mistakes. We sell pre-owned vintage and antique merchandise and this type of merchandise, unless mint condition, will always have some wear. Regardless, we take these issues seriously and will review each claim on a case by case basis.

If we agree with your findings, we will change the item profile as return so you may initiate a return of the item using our standard return merchandise portal. Once the item is received back, verified and approved, a full refund, to include original shipping, will be issued. 

Items Received Damaged 

Most items we ship are sent fully insured. To prevent fraud, many items will require a signature and photo identification from the named buyer. If your item arrives damaged and is insured you have two options.

Option 1: Photograph the damaged item from multiple angles, photograph the packaging the item arrived in to include the box. Email those photographs to us for our review. Upon approval for return, you can then return the item and original packaging - damaged items being returned must be sent back with the original box & packaging as we may have to present those to the shipping carrier as part of our claim.

Return shipping is the responsibility of the buyer. Upon receipt and verification that the item is the same item sent and all necessary materials needed to file a insurance claim have been provided by the buyer, a refund will be issued within ten business days and we will handle any relevant insurance claims related to the damaged item.

Option 2: When an item arrives damaged and is insured, you can choose to file the insurance claim with the carrier. In most cases the carrier will be USPS and it does require you to create a USPS account to file a claim. In rare instances they will require an inspection of the item, or the return of the item to them. In most cases, they do not require anything more than the photographs of the damaged item and the packaging & a PDF copy of your paid Invoice - in these instances, the buyer will be able to keep the item and receive compensation for the item damage up to the full purchase price less shipping and sales tax. We recommend claiming shipping as sometimes they will reimburse for the original shipping cost as well.

Both options are up to you as the customer.

Missing/Stolen Packages

It is your responsibility as the buyer to provide a safe and secure location for your packages to be delivered. We are not responsible for stolen mail, nor will we issue refunds for merchandise that shows delivered to the buyer. In some instances, insured packages are covered for loss due to theft when that package requires the buyers signature - and the requirement of that signature is at our discretion unless you specifically request it at checkout. It is the buyers responsibility to file and administer these claims. We are not responsible for the outcome of those insurance claims. Your purchase through our store is an acknowledgement that you have read and understand our stolen & missing package policy and acknowledge you will receive no reimbursement for lost or stolen packages that show a final delivery scan by the carrier.

Return Shipping

Our customers are always responsible for paying for the shipping costs for returning an item. Shipping costs are non-refundable. You are also responsible for insuring any item that is returned to us. We are not responsible for items that are damaged during the return process - so please consider insuring any return. If a returned item is received damaged without recourse, you are responsible for all costs associated with the damaged item. If you receive a refund, and we paid the return shipping on a unqualified return, the cost of return shipping will be deducted from your refund. The exception to this policy is governed by our "Not As Described" policy noted above.

Items returned without authorization and outside this return policy are subject to a 50% restocking fee. This includes items returned as un-deliverable by the shipping carrier. Please ensure that your mailing address is complete and current prior to checking out.

Return Shipping Instructions

Once you have submitted your request for return, and Upon approval......

All return items must be returned via USPS. It is strongly recommended that all items being returned valued at $35.00 or over in retail sales value should be insured for the full amount of the purchase price. All items being returned with a value of $75.00 or more must be insured for the full purchase price AND require a signature at delivery. If you fail to insure a returned item, or require a signature as noted above on a returned item and the item is stolen after delivery or lost by the carrier, you assume all liability for damage, loss or theft and will not be eligible for a refund regardless of an item showing delivered by the carrier. 

Items must be shipped and in transit to us within 3 business days of your return being approved. You must provide us with a tracking number for any returned item.

To return your product, please initiate a return by emailing customer service.. 

The email address that should be used for communication on returns or product issues is support@dreamylife.com

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 2 days after approval. For credit card or debit card payments, please allow up to 2 weeks for the refund to show on your account. If you paid via a PayPal balance, refunds typically take 24 hours to reflect in your account balance.

Late or missing refunds
If you were notified your refund was approved and completed and you haven’t received a refund yet;

• If you paid via a debit card, first check your bank account again and be sure to review pending transactions.
• If you paid with a credit card, please contact your credit card company.
• If you paid via PayPal, please contact them directly.

Again, please bare in mind that it can take up to 10 days for a refund to show up on your credit card statement or in your bank account. There is often some processing time by the credit card companies before a refund is posted and does not have anything to do with us holding your funds.

If you’ve done all of this and you still have not received your refund yet, please contact us using our website contact form - be sure to include your information.