Customer FAQ

Shipping & Delivery

Here at Just Imagine That, we pay close attention to detail.  Your items will be packaged and placed in a box for shipping.  We do not add a handling fee on our shipping.  You pay what it costs us. We generally ship by USPS.  If your package is over 16 ounces, it will go Priority Mail.  Otherwise, it will be shipped First Class.


While we do try to ship within 2 business days, there are times during our peak season that it make take a week to get your order in the mail.  In addition, if we are processing a large order, we simply cannot make the products in 2 days.  Please contact us prior to ordering if you are meeting a specific deadline.  We will try to accommodate you if it is a possibility.   

Easy Returns


For Bows. - All of our bows are custom made and therefore not returnable.  However, if we have made a mistake or your bow is defective, we will gladly exchange your bow for the correct one.  Please contact us within 5 business days. 

For Apparel - 

We gladly accept returns and exchanges

Contact us within: 10 days of delivery

Ship items back within: 30 days of delivery

We don't accept cancellations

But please contact us if you have any problems with your order.


Custom or personalized apparel can not be returned or exchanged because the nature of these items unless they arrive defective.


Returns and exchange details

-Return shipping is paid by the purchaser. If you wish to exchange for a different size, you pay to return to us and We will pay to send you a replacement. 

-Returns will be given a refund for item cost and tax only. Shipping will not be refunded except in case of defect.

-No returns accepted on customized items except in case of defect. 

-Returns must be unworn and unwashed. 

-No refunds will be given for holiday items after the holiday has passed.

Tracking Your Order

When you place your order, you will receive a tracking number.  This tracking number will tell you where your item is in the delivery process.  If you get concerned about delivery, please give us a call or send us a note.  We will try to figure what is going on and make sure you are satisfied.

Money Back Guarantee


For Bows - 

Our bows are completely guaranteed against manufacturing defects.  We will replace your item at our expense.  Broken ponyO's are not a manufacturing defect.  We test every band during the creative process.  Your bow is an accessory, meaning, your hair should be complete and in a ponyO before you place your bow.  This provides for a longer life.  However, we do want to keep you as a customer so please feel free to contact us to see what options we can take.

100% Secure Ordering


Your order is secure on our website.  We never see your card detail.  Only your payment provider has that information.

Privacy Policy


Your information is secure with us.  We do not give our customer information to anyone!