Making a Return? No Sweat
*Refunds may take longer to process than usual. The current estimate is about 3-5 weeks for refunds.
We’re sorry your order didn’t work out, so let us make things right.
If, for whatever reason, you need to cancel your order before it has shipped, call us as soon as possible at 1-909-895-0468 Monday - Friday, 8AM - 5PM PST or submit your request here. We'll do everything we can to accommodate your request; however, we cannot guarantee that your request will be honored due to real time order processing.
To make a return, please first read through our Return Policy below. Please be aware that we are not able to accept returns for any item marked as final sale; this usually includes all of our collaborations, special releases, and CerbeShops x Pokemon.
US Returns Eligibility Window:
To qualify for a return, items must be postmarked and shipped out to our Fulfillment Center within 14 days from the date your shipment was delivered for a refund.
International Returns Eligibility Window:
To qualify for a return, items must be postmarked and shipped out to our Fulfillment Center within 30 days from the date your shipment was delivered for a refund.
Shoes: Must be unworn and returned with original shoebox in its original condition. Shoes returned with postage stickers and tape on the original shoebox are non-refundable and will receive no refund or store credit.
Apparel Items: Must be unworn and returned with original packaging intact, otherwise they are non-refundable and will receive no refund or store credit.
Toys Collectibles, and Other Items: Must be returned with original packaging intact, otherwise they are non-refundable and will receive no refund or store credit.
Swimwear/underwear: All sales are final. No returns will be accepted for any swimwear/underwear products.
Store Credit: receive store credit for the amount of your return less shipping.
Refund: receive refund back to your original payment method less shipping.
Exchange: To ensure the availability of the new item/size you want, we do not offer exchanges. You may simply return the item and re-order the correct item/size.
Items Not Eligible for Refund or Store Credit:
Items marked as final sale; this usually includes all of our collaborations and most special releases.
Free gifts or promotional items with retail value.
Returns received in damaged/worn condition.
US Returns received after 30 days of the original delivery date.
International Returns received after 45 days of the original delivery date.
For hygienic reasons, hair accessories, hats, earrings, underwear, and bodysuits cannot be returned.
Original shipping charges, except in cases where we have made a shipping error.
Gift cards are non-returnable and non-refundable.
Items Eligible for Store Credit Only:
US Returns received between 14 and 30 days after the original order shipment delivered date, or International Returns received between 30 and 45 days after the original order shipment delivered date. Late returns for store credit will be processed free of charge, while return for a refund to your original payment method (i.e. credit card, Paypal) will required a handling & processing fee of $5.99, which will be deducted from the amount to be refunded to you.
How to Make Your Return:
As long as the item is unworn and in its original packaging, you can return the item back to us without making a return request on the site. Please be aware that all items purchased on CerbeShops must be mailed back to our warehouse; we are not able to accept any online order returns to our stores.
Place your item(s) (in unworn condition and with tags attached and in its original packaging) in a securely sealed shipping package; please be sure to double box. Please include your order number and your reason for return on a piece of paper inside the package. If you are not able to locate your order number, please contact us.
Send it off. Be sure to obtain a tracking number from whichever carrier you choose to use!
Mail your return to:
CerbeShops R&E DPT
13666 CerbeShops x Sanrio.
Chino, CA. 91710
Return your package via the US Postal Service, UPS, or FedEx. Again, be sure to obtain a tracking number.
For US Postal Service:
Take your package to a US Post Office. Find locations here.
Be aware that giving your package to a US Postal carrier or leaving it in a USPS collection box or your residential mailbox may add additional transit time and cause delays in processing your return.
Take your package to a UPS store. Find locations here.
Be aware that leaving your package in a UPS drop box or giving it to a UPS Ground driver may add additional transit time and cause delays in processing your return.
Take your package to a FedEx store. Find locations here.
Be aware that leaving your package in a FedEx drop box or giving it to a FedEx Ground driver may add additional transit time and cause delays in processing your return.
Please allow 5 to 10 business days for package transit, plus an additional 2 to 3 business days for processing after receipt at our Fulfillment Center.
We'll email you once we process your return or exchange.
Please note: We strongly encourage you to insure your package. Please be aware that we cannot take responsibility for any lost or damaged packages in transit.