Return/Exchange

CometToy After-Sales Service Policy

At CometToy, we truly care about your shopping experience and want your order to arrive safely and smoothly.

If you experience any issues with your order, please feel free to contact our support team at any time. We will always do our best to help you find a suitable solution.

Depending on the situation, we may offer a replacement, reshipment, or appropriate compensation.

1. Shipping Issues (Delay, Loss, or Delivery Problems)

1.1 Customs Clearance Delays

International shipments may occasionally experience delays during customs clearance. This is a normal part of cross-border shipping and does not mean the package is lost.

During this time, tracking updates may temporarily pause. Please kindly allow some time for the process, as it may vary depending on the destination country.

If tracking has not been updated for an extended period beyond the normal timeframe, please contact us and we will be happy to assist you with checking the status.

1.2 Shipping Exceptions (Possible Loss or Abnormal Status)

If your tracking information has not updated for a long time, or the carrier reports an exception, we will immediately contact the logistics provider to investigate the situation.

Once the issue is confirmed, we will provide a suitable solution such as reshipment or compensation based on the actual case.

To help us resolve your issue faster, we may kindly ask for:

A screenshot of the tracking status
Any exception notice from the carrier (if available)

2. Damaged or Missing Items

If your item arrives damaged, broken, or with missing parts, please don’t worry—just contact us and we will help you right away.

We will review your case and provide a suitable solution, such as replacement parts, reshipment, or refund depending on the situation.

To help us check your case, we may ask for:

Clear photos or videos showing the issue
Photos of the product and packaging upon arrival

For some cases, an unboxing video may be needed. If so, we will kindly let you know in advance and guide you on how to provide it easily.

3. Order Cancellation Policy

3.1 Before Shipment

You may cancel your order anytime before it has been shipped.

If your request is made before the Shipment Confirmation Email (with tracking number) is sent, we will process your cancellation and issue a refund upon approval.

3.2 After Shipment

Once an order has been shipped, it may no longer be possible to cancel it immediately.

However, please contact us as soon as possible, and we will do our best to help based on the shipping status.

Possible solutions may include refusing the package upon delivery or returning it after receipt.

Once the returned item is received and confirmed to be in good condition (unopened and undamaged), we will proceed with your refund.

4. Address Changes & Delivery Issues

Address Changes

If you need to change your shipping address, please contact us as soon as possible after placing your order.

We can only help with address changes before the order has been shipped and before the Shipment Confirmation Email is sent.

Once the order has been shipped, we are no longer able to modify the delivery address.

Incorrect or Incomplete Address

Please double-check your shipping information when placing your order to ensure it is correct and complete.

We are not responsible for delivery issues caused by incorrect or incomplete address details provided by the customer.

If a package is returned or cannot be delivered due to address issues, we will still do our best to assist you, but additional shipping fees may apply for reshipment.