Refund policy
REFUND AND RETURN POLICY
Last updated: November 9, 2026
Every custom song is written just for your family, so we can refund it until a songwriter is assigned, but not after that for a change of mind. If something we made or shipped is wrong, we will make it right. To ask about anything on this page, email orders@mamasingmysong.com with your order number, and a real person will help.
At a Glance
|
What you bought |
If you change your mind |
If something is wrong |
|---|---|---|
|
Custom song, Acapella or Keepsake |
Full refund until a songwriter is assigned, then no refund |
Free lyric changes; a refund if we cannot deliver your song |
|
Song Stuffie with a custom song |
Same as a custom song |
Replaced if damaged or defective, within 30 days of delivery |
|
Song Stuffie with a Classic Song |
No returns. We can cancel it if it has not shipped and we still can |
Replaced if damaged or defective, within 30 days of delivery |
|
Book |
No returns. We can cancel it if it has not shipped and we still can |
Replaced if damaged, within 30 days of delivery |
|
Sound module |
Same as the song it comes with |
Replaced if it stops playing your song, within one year of delivery |
|
Lyric art and sheet music (PDF) |
Same as the song it comes with; no refund once delivered |
We correct any mistake of ours |
|
Add-ons bought after checkout, such as a tune change or Keepsake upgrade |
Refund only until work on it starts |
We correct any mistake of ours |
|
Tips |
Not refundable |
Refunded if charged in error |
Custom Songs
Before a songwriter is assigned. Email us and we will cancel your order and refund it in full. This also covers an order's add-ons that have not shipped. My Songs shows "Songwriting in progress" once a songwriter is assigned, which can happen shortly after you check out, so please write to us as soon as you can.
After a songwriter is assigned. Because your song is being made just for you, we cannot refund it for a change of mind. Editing your answers is separate: you can still change them until two hours after checkout or until a songwriter is assigned, whichever is later.
If you would like something changed. When your song is ready, you can approve it or ask for a change. Changes to lyrics and details, such as nicknames, favorite things, and pronunciations, are free, and we will keep revising the lyrics until you are happy with them. A change of tune has a fee, which we show you before you pay and before work begins.
After you approve. We move on to the next step of your order, such as recording your Keepsake or shipping your items. Changes after approval may have a fee or may not be possible, so please listen carefully before you approve.
If we cannot deliver your song. We will refund what you paid for it.
Timing. Turnaround times, including expedited service, are estimates and not guarantees. A late song is not by itself a reason for a refund, but please tell us if you have a date in mind and we will do what we can.
Classic Songs. These are pre-written and pre-recorded, so they cannot be revised. A Song Stuffie with a Classic Song follows the rules for physical products below.
Add-ons bought after checkout. A tune change, Keepsake upgrade, or other add-on is made to order. Email us before work on it starts for a refund. After that, it is not refundable unless we made a mistake.
Tips. Tips are optional and go to your songwriter. They are not refundable unless charged in error.
Physical Products
Returns for a change of mind. All sales are final. Song Stuffies are made with your song, so we cannot take them back or exchange them for a change of mind. If you have a book or a Song Stuffie with a Classic Song that has not shipped yet, email us right away and we will cancel and refund it if we still can.
Damaged or defective items. If a physical item arrives damaged, or a stuffed animal has a defect such as a seam hole, email us within 30 days of delivery, with a photo if you can. We will replace it at our cost, including any return shipping. We cannot always match the exact animal.
The wrong item. If we sent you something other than what you ordered, email us within 30 days of delivery and we will send the right item at our cost, including any return shipping.
One-year sound module guarantee. We guarantee that a sound module will play your song for one year from delivery. If it does not, email us and we will replace it at our cost. Please try recharging it first. This guarantee does not cover damage from misuse, water, or washing.
These commitments give you specific legal rights, and you may also have other rights that vary from state to state. ANY IMPLIED WARRANTIES ON A PHYSICAL PRODUCT ARE LIMITED TO THE PERIOD STATED ABOVE FOR THAT PRODUCT. SOME STATES DO NOT ALLOW LIMITATIONS ON HOW LONG AN IMPLIED WARRANTY LASTS, SO THIS LIMITATION MAY NOT APPLY TO YOU.
Shipping problems. Our Shipping Policy covers these in full:
- Lost or stolen package: email us within 14 days of the expected delivery date, and we will check with the carrier and see how we can help.
- Package returned to us because of a wrong address, or because it was refused or unclaimed: confirm the right address and we will ship it again. You may need to pay the new shipping cost.
- We cannot ship when we said we would: we will email you a new date and give you the choice to wait or cancel the delayed item for a refund.
- We cannot deliver to your country: we will contact you to find another address, or cancel and refund your order.
- Duties or customs fees: we pay these on international orders. If a carrier asks you to pay, please email us first. If you already paid, send us the receipt within 30 days and we will reimburse you.
How to Send Something Back
Please email us before sending anything back, because we can only accept returns we have arranged. Tell us your order number and what happened, and we may ask for your proof of order. If a return is needed, we will tell you where to send it and cover the cost when the problem is ours.
Gifts
A gift follows the same rules as any other order, and its refund goes back to the original payment method, which is the buyer's. A gift whose questionnaire has not been filled in can be refunded until a songwriter is assigned. If you received a gift, please ask the buyer to contact us about a refund.
How Refunds Work
We refund the amount you actually paid for the item, after any discount, to your original payment method. If we cancel your whole order before it ships, we also refund what you paid for shipping. Once we issue a refund, your bank or card company may take several business days to show it.
If you were charged by mistake, or charged for an add-on your song already has, email us and we will refund the extra.
Your Legal Rights
Nothing in this policy removes a refund or cancellation right the law gives you. Some countries give online shoppers a set time to cancel, such as the European Union's 14-day right, which generally does not cover made-to-order or personalized goods. Where a right like this applies to something you bought, email us within that time. You may need to pay to send the item back.
This policy is part of our Terms of Service.
Contact
Email orders@mamasingmysong.com with your order number. If you bought through a gift or do not have your order number, tell us the email address on the order and we will find it.