Refund Policy

Purchased but not personalized or shipped (Cancelation):

Your order will be issued as soon as possible after your purchase, within 3 hours after placing an order, you can request a cancelation. You will be charged a 5% processing fee. 

Product has been personalized/shipped/delivered but unused:

• Within 14 days of receipt of your order, you may request a refund.
• For personalized products (name printed dolls/backpacks), the product will be arranged for personalization within 6 to 12 hours after the order placed. Due to the specificity of the personalized product, once the product finished personalized, if you apply for a refund, you will be charged up to 35% restocking fee. (this is withheld from refund). 
• For the 35% restocking fee, please understand that any personalized items are not able to be resold, if you have decided to take a refund, please reject this package when it arrives. After the package returned to us, we will donate the doll in your name or your daughter's name to children in poor mountainous areas of Indonesia, China, and Sri Lanka. The restocking fee you offered will cover the shipping cost and helps us spread your love to the world.
• ***Limited edition product(s) cannot be refunded or returned after the order placed unless the product(s) is faulty before received.

Used products:

• We do not offer returns except in EXTREME cases of breakage/malfunction.

The customer must email to help@onetoobaby.com for a return authorization prior to sending any product back to onetoobaby.com. Or the refund will not be issued and the customer will have to pay the shipping to get the item returned, or, sacrifice the item.

If your approved return passes our inspection, you may receive an exchange or a refund. You can send the item to the address below:

(Please contact help@onetoobaby.com to get the nearest return address in your area)

Please send us a notification after you ship the item out and you need to provide a tracking number. Once we received the item you sent and check the item is in good condition, we will exchange or give you a refund. This will be issued in 2 days.

Late or missing refunds.

If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at help@onetoobaby.com.

Shipping Damage Claims

We are proud of our products, but we can't control the shipment. In some extreme cases, the item you receive may be damaged during transportation, so you should check the item in good condition when receiving it. If something wrong unfortunately happens, please provide us with the photo or video and contact us at help@onetoobaby.com. Notice: we will not accept Shipping Damage Claims later than 7 days from receipt of products.