A Webkinz pet can only be returned for an exchange if  it is defective, you must contact us at 815 338 5651 to report the problem and get a return authorization number, failure to do so may result in your return being denied .NO RETURNS WITHOUT AUTHORIZATION.  Webkinz pets cannot be returned for any reason unless defective and approved for return. 
Cancellation
In the unlikely event that you wish to cancel your order it must be within 24 hours of originally placing your order. Any orders placed after the 24 hour period has elapsed will have already been sent for fulfillment and will not be able to be altered.   There will be a cancellation fee of 10 % of the total order  applied to any order cancelled after  24 hours .  This applies to IN STOCK and PRE-PAID ORDERS only if the items you have ordered are not in stock no cancellation fees     Read entire policy