Made-to-Order Policy

This policy applies to all Made-to-Order (MTO) items sold by Loot Cave Toys. Within this policy, you can find information about our MTO processes, timing and expectations, and other details.


What are Made-to-Order items (MTOs)?

We sell two types of items at Loot Cave Toys. Items which have already been created at the point of sale (a.k.a "Inventory" items), and items which are created for you after an order is placed (a.k.a. "Made-to-Order" items, or "MTOs"). Our Made-to-Order items allow you to take home a customized product in your preferred specs and configuration. However, as a result, Made-to-Order items take additional time to produce and have different quality considerations compared to Inventory items.

What happens when I order a Made-to-Order item?

Our MTO process is pretty straightforward. After you place your order, here's what happens:

  1. We review your order for accuracy and completeness. If we encounter any discrepancies or want to confirm any details, we will reach out via email to the address associated with your order.
  2. Once the order has been reviewed and marked ready for production, we will produce the associated Made-to-Order items.
  3. After the Made-to-Order items have been produced, we perform a quality check. This check consists of a visual inspection for defects, comparison of produced items to order parameters, and other analyses as required. If we experience issues, we may re-make any defective or out-of-spec items. In certain circumstances we may offer the option to accept a defective or out-of-spec item along with a partial refund.
  4. We wash (where applicable), dry, photograph (where applicable), and bag your items. At our discretion and based on availability, we may share our item photographs with you for your use. All photos represent items which have passed our quality checks. We do not provide photos on a "review" or "approval" basis, and will not adjust an order based on feedback to the photos.
  5. Your order is shipped out within a week of completion!

How long do MTOs take?

For toys, it may take up to one month for your MTO item to be produced from the date of ordering. While we strive for a much shorter timeline and consistently deliver in well under the one-month window, this ensures that we have appropriate buffer in order to meet demand and offer MTOs continuously.

For add-on items, like our Loot Tags, it may take up to one week for your MTO item to be produced from the date of ordering. Similarly, we will produce items faster when possible.

All items in an order will ship together, unless you have made special arrangements with us prior to placing your order. This means if you order an MTO toy, an MTO add-on, and an Inventory toy, it may take up to one month before your order is ready for shipment even if the add-on or Inventory items are available sooner. The quoted production times do not include the one week maximum shipping time specified in our shipping policy.

If any circumstance would cause us to breach these thresholds, we will contact you as soon as we are made aware of any potential delays, and will offer the option to cancel your order for a full refund or accept the delay and proceed as-is.

While we love hearing from our customers, inquiries about MTO status prior to the threshold date for your order will receive the following response:

Thank you for contacting Loot Cave Toys about your Made-to-Order items. These items are currently within their production window and we will provide an update once your items are ready to ship, if we encounter any issues, or if we anticipate we may exceed the production window for your order.

What happens if there's a defect?

Mistakes happen in the world of silicone! But with our Made-to-Order items, you don't have to worry about them! It's on us to ensure that we deliver the item(s) you ordered, free of any defects and in the configuration you ordered. When a defect occurs, we will consider one or more of the following three options:

  • If we believe the item is close to our quality threshold, we may offer the option to receive the item and a partial refund equivalent to the "Flop Discount" if the item were listed in our inventory. You may choose not to accept such a discount, and we will proceed with one of the other two options instead.
  • If the item is not close to our quality threshold, we will re-make the item. We may or may not notify you if this occurs. We may or may not list any defective MTO items as "Flops" in our inventory.
  • If we do not believe that we can achieve the configuration specified in your order, we will reach out with an option to adjust or cancel your order. We may offer a recommended revision to your order in such cases, and may adjust the item cost (including a refund or additional charge) accordingly. If all other options are exhausted, we will cancel your order and provide a full refund; once an item reaches this point, cancellation cannot be declined.

What happens if I don't like my Made-to-Order item(s)?

Please contact us if this is the case. As a matter of policy, we do not extend any guarantees of compensation or other redress for an MTO item which has passed our quality assurance processes. However, we would like to hear from you, and we may offer a resolution at our discretion on a case-by-case basis.