What is your return policy?

We want you to be completely satisfied with your order.

To help alleviate stress during the gift-giving season, we've extended our free return and exchange period through January 31st for any order placed after November 1st. Note that all returned and exchanged items must be in new, unused condition.

Unless otherwise noted, all Clearance, Mystery Box, gift cards, and final sale items are not eligible for returns or exchanges. 

Please allow up to 10 days for us to receive and process your return or exchange. Processing time may be longer during periods of high volume. We will work as quickly as we possibly can to ensure that your return or exchange is processed in a timely manner and appreciate your patience.

Do you have free returns and exchanges?
Yes, we offer free returns and exchanges for all US orders.

How do I start a return or exchange?
You can return or exchange items through our website here: https://returns.thenormalbrand.com/#/

You’ll need your 5-digit order number (located on the packing slip) as well as ONE of the following: your shipping zip code, email address, or phone number

It will walk you through the short process step-by-step, and will provide you with a printable return label in the end. All you have to do is affix the label to the items you want to return or exchange, and send it back to us. 

If you choose to exchange an item, the new items will be fulfilled and sent out within 24-48 hours of the returned items being received and scanned in by the carrier.

If you choose to return an item, a refund will be issued to your original payment method once we receive your return.


There’s a problem with my order. What do I do?
Send an email to  thebear@thenormalbrand.com or fill out our customer service contact form here and let us know the error with your order. We’ll be more than happy to make things right as soon as possible.