Return policy

Return and Refund Policy

Your satisfaction is our top priority at Timmy Felt, operated by Shijiazhuang Timmy Trading Co., Ltd. (hereinafter referred to as "We", "Us", or "Our"). We stand behind the quality of our felt table mats, educational toys, storage baskets, puzzle boards, and other children's crafts, and we're committed to ensuring you're completely satisfied with your purchase. This policy explains our procedures for returns, exchanges, and refunds, designed to make the process as straightforward and hassle-free as possible.

Our return policy is designed to be fair, transparent, and customer-friendly. By reading through this policy, you'll have everything you need to successfully return items if the need arises, and we're committed to processing returns quickly and fairly.

Return Eligibility and Requirements

To be eligible for a return, items must meet specific requirements that ensure they can be resold to other customers. Understanding these requirements before initiating a return helps ensure a smooth process and prevents delays or rejections.

Item Condition Standards

Items must be in new, unused, and unopened condition to be eligible for return — exactly as they were when you received them, with no signs of use, wear, or damage. Items that have been opened, used, worn, installed, or altered are not eligible for return, as they cannot be resold to other customers. We inspect all returned items carefully to ensure they meet our condition requirements.

Packaging and Documentation Requirements

All original packaging, tags, labels, and protective materials must be included with the return, along with any instruction manuals, warranty cards, and accessories. Items returned without original packaging or with damaged packaging may not be eligible for return. Please take care to preserve the original packaging when you receive your order, in case you need to return an item.

Time Frame Limitations

Returns must be initiated within 30 days of the delivery date, as indicated by the carrier's delivery confirmation. We recommend inspecting items promptly upon receipt to identify any issues early and initiate returns within this window if needed.

Resellable Condition Standards

Items must be in resellable condition — free from damage, wear, odors, stains, or any other condition that would prevent resale. We carefully inspect all returned items, and items that don't meet these standards may not be eligible for return or may result in a reduced refund amount.

Non-Returnable Items and Exclusions

For health, safety, and business reasons, certain items cannot be returned. These exclusions are necessary to protect customers and maintain quality standards across our felt and craft products.

Personalized and Custom Products

Items that have been personalized, customized, engraved, or monogrammed cannot be returned, as they're made specifically for you and can't be resold. Please double-check all customization details before confirming your order, as these items cannot be returned or exchanged.

Used or Altered Items

Items that have been used, worn, assembled, or altered in any way cannot be returned. For health and safety reasons — especially relevant for children's toys and craft materials — items that show signs of use are not eligible for return. If you're unsure about an item, contact us before using it to discuss return eligibility.

Digital and Intangible Products

Digital products, downloadable content, and gift cards cannot be returned once purchased, as their use cannot be reversed. Gift cards are considered used once purchased, as they represent a transferred monetary value.

Final Sale and Clearance Items

Items purchased during final sale, clearance, or special promotional events may not be eligible for return unless defective. These items are typically sold as-is at a reduced price. Final sale items are clearly marked — please review the sale terms carefully before purchasing.

Return Process and Procedures

Our return process is designed to be straightforward and efficient. Following the steps below helps ensure your return is processed quickly and accurately.

Initiating a Return Request

To start a return, please contact our customer service team at support@timmyfelt.com. Include your order number, the item(s) you'd like to return, and a brief explanation of the reason. If the item is damaged or defective, photos help us process your return more efficiently.

Receiving Return Authorization

After reviewing your request, we'll issue a Return Authorization (RA) number and detailed return shipping instructions. This RA number must be clearly visible on your return package — returns sent without authorization may experience delays or be rejected.

Preparing Your Return Package

Carefully package the item in its original packaging with all accessories and documentation. Include the RA number prominently on the outside of the package or on a document inside it, and package the item securely to prevent damage during shipping.

Contact Returns Department

If you have questions about returns, need help with a return request, or have concerns about a refund, our customer support team is here to help. We're committed to providing helpful, friendly, and professional service throughout your return experience.

When contacting us about a return, please include your order number and Return Authorization number (if applicable) so we can assist you more efficiently.

• CompanyShijiazhuang Timmy Trading Co., Ltd.
• Business HoursMonday–Friday 9:00 AM – 6:00 PM (GMT+8)
• Emailsupport@timmyfelt.com
• Phone153 8399 8679
• AddressRoom 408, Block B, Guyun Culture Plaza, No.581 Hongqi Street, Qiaoxi District, Shijiazhuang City, Hebei Province, China