1. To request an exchange or refund, please contact us within 7 days of receiving your product via email(help@wooltariusa.com) with a photo of the item(s). or by the phone(310-933-8448).
2. Please note that exchange or refund requests made on review boards or other platforms are not accepted.
3. Room temp. items:
   1. A 30% restocking fee plus shipping charges apply for returns due to a change of mind, and refunds are not available for non-defective Room temp. items.
4. Cold temp. items: 
   1. Returns are not allowed due to a change of mind, and refunds are not available for non-defective Cold temp. items.
      
5. If your order arrives damaged or thawed, please make sure to take photos of the item immediately upon delivery. Providing these photos is required to qualify for an exchange or refund. (Without photos, we may be unable to process your request.

Package Theft

• In the event of theft, we will issue you a refund of up to $80 in points for the first instance. However, for any subsequent thefts to the same address or account, you will be solely responsible for the products left at your delivery address. Wooltari will not offer refunds for any subsequent theft claims.