Terms/Shipping/Refunds

Terms of Service

Effective Date: October 1, 2026

Welcome to Puppet and Prop LLC (“we,” “us,” or “our”). By accessing or purchasing from this website, puppetandprop.com (the “Site”), you agree to the following terms.

1. About Us

Puppet and Prop LLC is a handmade puppet and prop shop. All products are handmade or hand-finished, so slight variations between the photos and the item you receive are normal and part of the handmade nature of the product.

2. Orders and Payment

• By placing an order, you confirm that the information you provide (shipping address, contact details, payment information) is accurate and complete.
• We reserve the right to refuse or cancel any order, including for reasons such as product availability, errors in pricing or product information, or suspected fraud. If we cancel an order after payment, you will receive a full refund.
• Prices are listed in USD and do not include applicable sales tax, which will be added at checkout where required.
• Payment is processed securely through Stripe, WooPayments, and/or PayPal. We do not store your full payment details on our own systems.

3. Custom and Personalized Orders

If an item is made to order, personalized, or customized, please review your order carefully before submitting, as these items may not be eligible for return or exchange (see our Return & Refund Policy).

4. Intellectual Property

All designs, photos, text, and content on this Site are the property of Puppet and Prop LLC unless otherwise noted, and may not be copied, reproduced, or used commercially without our written permission.

5. Limitation of Liability

Our products are toys and props intended for the age ranges and uses described in each listing. We are not liable for damages resulting from misuse, use outside the intended age range, or modifications made after purchase. To the fullest extent permitted by law, our liability for any claim related to a purchase is limited to the amount you paid for the product.

6. Governing Law

These terms are governed by the laws of the Commonwealth of Virginia, without regard to conflict of law principles.

7. Changes to These Terms

We may update these Terms of Service from time to time. Continued use of the Site after changes are posted constitutes acceptance of the updated terms.

8. Contact Us

Puppet and Prop LLC

Website: puppetandprop.com

Email: support@puppetandprop.com

Shipping Policy

Effective Date: October 1, 2026

Processing Time

Orders are typically handmade or hand-finished and processed within 3–7 business days before shipping. Custom or made-to-order items may take longer — estimated processing time will be noted on the individual listing.

Shipping Methods and Costs

We ship via third-party carriers. Shipping costs are calculated at checkout based on your location and the size/weight of your order.

Delivery Estimates

Once shipped, delivery typically takes 3–7 business days within the continental United States. These are estimates only; we are not responsible for carrier delays once a package has shipped.

Shipping Restrictions

We ship anywhere, with no restrictions.

Lost or Damaged Packages

If your order arrives damaged or is lost in transit, please contact us within 7 days of the delivery date (or expected delivery date) so we can help resolve the issue.

Order Tracking

You will receive a tracking number by email once your order ships. If you haven’t received tracking information within 7 business days of ordering, please reach out.

Return & Refund Policy

Effective Date: October 1, 2026

We want you to love your puppet or prop. If something isn’t right, here’s how returns and refunds work.

Eligibility

• Items may be returned within 14 days of delivery, provided they are unused, in original condition, and in their original packaging.
• Custom, made-to-order, or personalized items are final sale and not eligible for return or exchange, unless the item arrives damaged or defective.

How to Start a Return

Contact us at support@puppetandprop.com with your order number and reason for return before sending anything back. We’ll provide instructions on where to send your item.

Return Shipping

• If the return is due to our error (wrong item, defective item) or the item arrived damaged, we will cover return shipping costs.
• If the return is for any other reason (change of mind, sizing, etc.), the customer is responsible for return shipping costs.

Refunds

Once we receive and inspect your return, we will notify you of the approval status. Approved refunds will be issued to your original payment method within 3–7 business days. Original shipping costs are non-refundable unless the return is due to our error.

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 7 days of delivery with photos of the item and packaging so we can make it right — whether that’s a replacement or a refund.

Exchanges

We’re happy to help with exchanges (e.g. a different design) where available. Contact us to arrange one; exchanges are subject to the same eligibility rules as returns above.

Contact Us

Puppet and Prop LLC

Website: puppetandprop.com

Email: support@puppetandprop.com