Cancellation policy

Some items in our store, including the playgeni storymaker, may be offered as a pre-order. This policy explains how you can change or cancel these purchases.

Pre-orders
When you pre-order, you’re buying a product that hasn’t shipped yet. You pay the full amount at checkout, and we ship your order as soon as it’s available. See our Shipping Policy for current timing.

You can cancel a pre-order at any time before it ships for a full refund. To cancel or change your order, email us at hello@playgeni.com with your order number.

Once your order has shipped, it can no longer be cancelled, but you can still return it under our 30-day return policy. Orders delivered between November 1 and December 24 can be returned through January 31, 2027. See our Refund Policy for details.