Besties Refund & Return Policy

At Besties, we want you to absolutely love your new Bestie. We put incredible care into crafting every detail, and we want your experience to be exceptional from the moment your Bestie arrives.

Order Cancellations (In-Stock & Pre-Orders)

We work efficiently to get your orders packed and out the door as quickly as possible. Because our fulfillment system processes orders rapidly, cancellation requests are time-sensitive:

• Pre-Orders: You may cancel a pre-order at any time before it officially ships from our warehouse for a full refund, including any shipping charges paid.
• In-Stock Orders: If you accidentally placed an order or changed your mind, please email us immediately at support@hibesties.com using the exact subject line: Cancellation Request - [Your Order Number].

Standard Returns (30-Day Window)

If your Bestie isn't the right fit, you may submit a return request within 30 calendar days of the carrier-confirmed delivery date.

You are welcome to open the box, set up your Bestie, and experience how it works. If you are not completely happy with the experience, you may return it subject to the conditions below. The product must remain in its original, undamaged condition and must be packed inside its original box with all included accessories, custom foam, inserts, and packaging materials.

Products that have been damaged after delivery through accidental damage, drops, impact, misuse, liquid exposure, unauthorized modification, or unauthorized repair are not eligible for a standard return.

How to Start a Standard Return

To ensure prompt processing, please follow these steps:

1. Email our support team at support@hibesties.com within 30 calendar days of the carrier-confirmed delivery date using the exact subject line: Return Request - [Your Order Number].
2. Briefly explain the reason for your return, and confirm the address you will be shipping the return from. This may be different from the original delivery address on your order — for example, if the product has since traveled with you to a different location. Your applicable Return Fee (see below) is based on this ship-from address, not the original order's delivery address.
3. If your return is approved, we will send you a prepaid return shipping label addressed from the ship-from address you provided, along with return instructions, by email.
4. Carefully place the Bestie inside its original custom packaging, attach the provided label to the shipping box, and hand the package to the designated return carrier within 14 calendar days of return approval.

Returns sent without prior authorization or packages that are not handed to the designated carrier within 14 calendar days of approval may not be accepted.

Refund Details & Return Fees

Original shipping charges are non-refundable for standard returns resulting from a change of mind or personal preference.

• Return Fee: A Return Fee will be deducted from your final refund to cover the prepaid return shipping label and return processing costs. No additional payment is required when using the prepaid return label provided by Besties. The fee is based on the region you are shipping the return from:
  • Contiguous United States: $15.00 per item.
  • Alaska, Hawaii, and Puerto Rico: $25.00 per item.
• Ship-From Verification: The Return Fee is determined by the actual location the item is shipped back to us from, not by the original order's delivery address. If the carrier's tracking information shows the package was picked up from, or first scanned in, a different region than the ship-from address you provided, we will adjust the Return Fee to match the correct region before finalizing your refund.
• Product Inspection: All returned products are inspected before a refund is approved. A refund may be reduced or denied if the product is damaged, modified, missing components, or returned without the required original packaging.
• Processing Time: Once we receive and inspect the returned product, we will notify you whether the refund has been approved. After we initiate an approved refund, please allow another 5 to 10 business days for the funds to appear in your account, depending on your bank or payment provider.

Shipping Damage (7-Day Reporting Window)

If your Bestie or its shipping package arrives with visible physical damage caused during transit, please contact us within 7 calendar days of the carrier-confirmed delivery date.

Email us at support@hibesties.com using the exact subject line: Shipping Damage Claim - [Your Order Number]. Please include clear photos of:

• The exterior shipping box from multiple angles.
• The shipping label showing the tracking number.
• The internal packaging, including custom foam and inserts.
• The damaged product and the specific area of damage.

Please keep the product, shipping box, and all original packaging materials while your claim is being reviewed. We may require the damaged product and packaging to be returned before providing a replacement.

Incomplete or Incorrect Orders

If your order arrives with an item or required component missing, or if you receive a different product from the one you ordered, please contact us within 30 calendar days of the carrier-confirmed delivery date.

Email us at support@hibesties.com using the exact subject line: Order Issue - [Your Order Number]. Besties will verify the issue and provide the missing or correct item at no additional cost. If we are unable to provide the correct item, we may issue an appropriate refund.

Exchanges

We are not currently able to process direct exchanges for standard returns. If you would prefer a different product, please return your current item by following the standard return process and place a new order separately.

This limitation does not apply to an approved replacement for verified shipping damage, an incomplete or incorrect order, or a covered manufacturing defect.

90-Day Manufacturing Defect Guarantee

If your Bestie develops a verified manufacturing defect within 90 calendar days of the carrier-confirmed delivery date, we will repair or replace it at no additional cost to you.

This guarantee covers verified internal manufacturing defects, electrical malfunctions, and hardware component failures that occur during normal intended use. It does not cover accidental damage, drops, impact, misuse, abuse, liquid exposure, unauthorized modifications or repairs, cosmetic damage, loss, theft, or normal wear and tear.

To submit a claim, email us at support@hibesties.com using the exact subject line: Guarantee Claim - [Your Order Number]. Please include a description of the issue and any requested photos, videos, or troubleshooting information. We may require troubleshooting or inspection of the product before approving a repair or replacement.

For complete coverage details and claim instructions, please visit our dedicated 90-Day Guarantee Page.