Returns & Warranty

Returns, exchanges & warranty

60-day risk-free returns

Try your Serenimals companion for 60 nights. If it doesn't feel like the hug we promised, send it back for a full refund. No explanation needed.

How it works

Email help@serenimals.com with your order number and we'll walk you through it. Once approved, we'll send instructions. Items must be unused, unwashed, in original condition and packaging, with all tags attached. Return shipping is on you, so please use a tracked service.

Exchanges

Want a different animal, color, or weight? Email us and we'll set up the swap. The fastest way is to return what you have and place a new order for the one you want.

Damaged or wrong item

Contact us right away. If your companion arrives defective or damaged, we cover return shipping and make it right after review.

Not returnable

Sale and promotional items, gift cards.

Refunds

Once we receive and inspect your return, your refund goes back to the original payment method within 10 business days. Your bank may take a little longer to post it.

Questions? help@serenimals.com. We reply within 24h.