# RETURNS, EXCHANGES, CANCELLATIONS & PRE-ORDERS
## ALL SALES ARE FINAL
At **The Sensory**, **all sales are final**.
Due to the nature of the specialty merchandise we carry, we do not accept returns or issue refunds on merchandise purchased in-store or online.
This includes, but is not limited to, toys, squishies, fidgets, sensory products, plush, blind boxes, collectibles, puzzles, games, books, gifts, candy, snacks, beverages, jewelry, hair accessories, beauty products, fragrances, bath & body products, home décor, seasonal merchandise, sale items, clearance items, gift cards, special orders, and pre-orders.
Please inspect your purchase immediately upon receipt.
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## CLOTHING & FOOTWEAR
Clothing and footwear are the **only** merchandise eligible for exchange or store credit.
Eligible items must be returned within **14 calendar days** of purchase (or delivery for online orders) and must be:
- Unworn
- Unwashed
- In original condition
- Free of stains, odors, pet hair, makeup, deodorant, and damage
- With all original tags attached
- In the original packaging, when applicable
**Refunds are not offered.**
If your requested size is unavailable, store credit will be issued.
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## DAMAGED, DEFECTIVE OR INCORRECT ORDERS
Please inspect your order immediately upon delivery.
If your order arrives damaged, defective, or you receive an incorrect item, you must notify The Sensory within **3 calendar days of the delivery date**.
Claims submitted after 3 calendar days may be denied.
To submit a claim, please email us with:
- Your order number
- Photos of the item
- Photos showing the damage or defect
- Photos of the original product packaging
- Photos of the shipping box or mailer
- A photo of the shipping label
Approved claims may be resolved with a replacement, store credit, or refund at The Sensory's discretion.
Damage caused by normal use, squeezing, stretching, punctures, tears, rough handling, improper storage, heat exposure, pets, misuse, accidents, or general wear and tear is **not** considered a manufacturing defect and is not eligible for replacement or reimbursement.
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## ORDER CANCELLATIONS
We begin processing orders immediately to provide the fastest possible shipping.
Because of this, cancellation requests **cannot be guaranteed**.
Orders may not be canceled once:
- Processing has begun
- The order has been packed
- A shipping label has been created
- The order has been transferred to a shipping carrier
- The order has shipped
If a cancellation request is approved before processing begins, a full refund will be issued.
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## PRE-ORDERS
All pre-orders are **final sale**.
Payment is collected at the time your order is placed to reserve inventory specifically for you.
Estimated ship dates are provided in good faith based on information received from our manufacturers and distributors. These dates are estimates only and may change due to manufacturing delays, freight delays, customs processing, weather, or carrier delays.
Pre-orders may not be canceled, changed, returned, or refunded once placed.
If The Sensory is unable to fulfill your pre-order due to a manufacturer cancellation, discontinued product, or inventory allocation issue, a full refund will be issued.
If a delay extends beyond the originally estimated shipping timeframe, we will notify you as required by applicable law.
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## PAYMENT DISPUTES & CHARGEBACKS
If you have a problem with your order, please contact us first. We are committed to providing excellent customer service and will do our best to resolve any legitimate concerns.
By placing an order with The Sensory, you acknowledge that you have read and agree to these Store Policies.
If a chargeback or payment dispute is initiated for an order that was properly processed, shipped, delivered, or fulfilled in accordance with these policies, The Sensory reserves the right to submit supporting documentation to the payment processor, including but not limited to:
- Order confirmation
- Payment records
- Tracking information
- Delivery confirmation
- Shipping carrier records
- Photographs of the packaged order, when available
- Customer communications
- Checkout acknowledgment of our store policies
Fraudulent or abusive chargebacks may result in future orders being canceled or refused.
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## CHECKOUT ACKNOWLEDGMENT
By completing your purchase, you acknowledge that you have read, understood, and agree to The Sensory's Store Policies, including our All Sales Are Final Policy.
