Product warranties are dependent upon the manufacturer of the product in question.
All products handmade and created by Bonobo Flow are subject to a Limited 30 Day Warranty against any manufacturing defects. If the product in question has a manufacturing defect that is evident upon arrival or becomes evident during typical use, the product may be sent back to Bonobo Flow for repairs, returns, exchanges, or refunds and we will pay for shipping. Products are only eligible for returns and refunds in the first 14 days after receiving the order, after which we will either repair or exchange depending on the defect. If the product was defective as a result of extreme use not typical of that type of product, we will not honor the warranty. Use the contact form to request warranty support for Bonobo Flow products.
Products made by 3rd party manufacturer’s such as Threeworlds, Ultrapoi, Flowtoys, Rope Dart Academy, Play Juggling, or any others, are subject to the warranties of those respective companies. Bonobo Flow is not responsible for warranties of products we don’t create. Please reach out to the respective companies if you run into product issues with 3rd party products.
Because of the nature of flow props and other products sold by Bonobo Flow, products must be in brand new condition in order for refunds, returns, and exchanges to be accepted. Customized handmade products are generally not eligible for returns or refunds. In the case of fire props, if the wicks have been burned or damaged in any way than requests will generally not be accepted. Any requests for refunds, returns, or exchanges must be made within 14 days of receipt of item. If the product has any manufacturer’s defect and is made by Bonobo Flow, it is covered by your warranty. You may use the contact form or reach out on social media if you’d like to send a request. Refunds, returns, and exchanges may be subject with up to a 10% restocking fee. Shipping costs are not reimbursed and return shipping is to be paid by customer.
Order cancellations for customized handmade products must be placed within two hours of the order being placed. If we haven’t started building your order yet, we may be able to still cancel your order.
Order cancellations for non-customized handmade products and ready-to-ship products must be placed before product is shipped. As per our shipping policies, these products may be shipped within 3 business days but sometimes much sooner. We recommend cancelling your order as soon as possible in order to assure that we haven’t shipped it yet. If your order has shipped, it is now subject to our refund/return/exchange policy.
Processing fees are non-refundable and are generally 3% of the order total depending on payment method.
Handmade customizable products have a lead time of up to 3 weeks to build and ship. Bonobo Flow products are handmade by the owner, Momo, and as such may take time to build and ship out. Products that are ready to ship and pre-made may take up to 14 business days to ship, although many will ship faster. Orders are packed in the order in which they are received. If you’d like a product made or shipped faster, please reach out to us using our contact form and we can try to accommodate your request with an added rush fee.
Shipping prices estimated by the shipping calculator generally also include handling fees.
International orders are now offered online to Canada and Mexico via UPS. Customs fess or duties may apply to international orders, and these are the responsibility of the customer to pay. If international orders do not arrive or are damaged upon arrival, issues will be resolved on a case-by-case basis.
We are not responsible for USA based packages that are packaged and shipped properly but do not arrive at their destination due to customer or shipper errors. The usual protocol is to wait a minimum of 60 days for the package to be delivered to recipient or sent back to us. If it’s sent back to us and the error is our fault, we will pay to reship the product. If the error is not our fault, the customer will have to pay to have the order reshipped. If the order never arrives, the situation will be handled on a case-by-case basis depending on who made the error.
While we try to keep all product photography up to date, slight variations in product looks/design may occur. This could be due to slight changes in design, the sources of materials, or a combination of different things.