Refund and Returns Policy

Effective Date: October 12, 2026

This policy explains exactly when Crabbily will take a product back and how the refund works. It is short on conditions and clear about the two or three that exist, so please read the first section before ordering.

1. When we accept a return

We accept returns in three situations:

• Manufacturing defect. The product has a flaw in its materials or its workmanship.
• Transit damage. The product arrived damaged because of how it travelled.
• Wrong item received. What arrived is not what you ordered.

2. When we do not

We cannot accept a return for change of mind, for personal preference, or because a product turned out to be a different size or shade than you pictured. This is the one limit of the policy and we would rather state it plainly than bury it. If you are unsure whether something will suit, ask us before you buy: measurements, materials and compatibility questions are exactly what our support team is for, and it costs you nothing to ask.

3. The time limit

Contact us within 30 days of delivery confirmation to request a return. Requests made after that window cannot be processed.

4. Reporting damage

If your order arrives damaged, report it within 72 hours of delivery. To settle the claim without a second round of emails, send photographs showing all four of the following:

• the visible damage to the product itself;
• the outer shipping box and its condition;
• the shipping label, readable;
• the inner packaging materials.

5. How to start a return

• Email support@crabbily.com with your order number and a description of the problem, including the photographs above if the item is damaged.
• We review the request and confirm whether it qualifies within 1-2 business days.
• If it is approved, we send you return shipping instructions.
• Send the item back using those instructions, packed well enough to survive the return journey.
• We inspect the item on arrival and process your refund.

6. Who pays for the return

On an approved return, meaning a defective, damaged or incorrect item, we cover the return shipping cost. You will not be charged to send back something that was our problem or the carrier's.

7. How the refund is issued

Refunds go back to the original payment method used at checkout. We do not offer store credit or exchanges at this time; where a replacement is the better outcome, we will discuss it with you as part of the return.

8. Refund timing

Once the returned product is received and inspected, the refund is processed within 3-7 business days. Your bank or payment provider then needs its own time to show the money on your statement, which is usually a few days more.

9. Cancelling an order

If you want to cancel, contact support@crabbily.com as quickly as possible. Orders that have already been processed or handed to the carrier may not be eligible for cancellation, in which case the rules above apply once the parcel reaches you.

10. Contact

• Email: support@crabbily.com
• Phone: +1 (573) 353-3733
• Hours: Monday-Saturday, 9:00 AM - 6:00 PM CT