Refund and Reprint Policy

Every figure is made to order for one person, so our policy depends on how far along your order is.

Before we start sculpting

Cancel in the order chat and we refund your deposit in full.

After sculpting has started, before you approve the preview

Sculpting is skilled work that cannot be reused. The deposit is not refundable at this stage, but you do not owe anything further if you cancel. We will tell you in the chat when sculpting starts.

After you approve the preview

The figure goes to print and cannot be cancelled. If you are unhappy with how it turned out compared with the preview you approved, tell us in the chat and we will work with you on a fix.

Changes you ask for

2 rounds of changes are included while we work on your preview; further rounds cost $15. Pet memorial orders have unlimited rounds.

Damaged or wrong in transit

Every figure ships in a rigid box with a foam insert. Arrives damaged? We reprint it free. Send us a photo of the box and the figure in the order chat within 7 days of delivery and we will reprint and reship it at no charge, or refund the order if you prefer.

How refunds are paid

Refunds go back to the original payment method through Stripe and usually appear within 5 to 10 business days. Any sales tax charged on the refunded amount is refunded with it.

Contact

hello@koolabee.com, or the chat on your tracking page.

Last updated 2026-10-02.