In the situation that your product(s) are lost or are damaged (with evidence of any of the two), you are eligible to receive a refund for your order or a product replacement at no cost.
The Tote Fairy is not liable for a package delivered to an address that was given on the shipping information, but meant to be delivered elsewhere. In this situation, a refund will not be granted. No other refunds will be issued unless evidence shows that a package was not delivered or if upon being delivered, there is damage.