INFORMATION QUESTIONS

FREQUENTLY ASKED QUESTIONS

Do you ship Internationally?

Yes, we do!

Since 2006, we have shipped to well over 40 countries around the world. We love our overseas customers and have become dear friends.

Note that certain countries have customs charges on entry, and these charges are solely your responsibility. This is especially important if you are purchasing from the U.K., France, or Germany or getting us to ship there as a gift on your behalf. Please check local GOVT. import websites before deciding to purchase, please.

How do I track my order?

As soon as your toys are prepared for shipment, we send out a Dispatch Notice to you via email. Please wait up to 24 hours before trying to track as they need to be scanned in by United States Post.

All tracking instructions are on that notice.

United States customers, simply click on the tracking link.

International Buyers, note, that online tracking links, do not work for all countries, and instructions are on the notice, along with more information on this page. In 9 out of 10 emails we get from customers asking about tracking, their question was answered on the dispatch email. It can save a day due to time differences for us to get back to you with the same information. If you really are at wit's end, just get in touch, we are always here to help.

 

What is your return policy?

If you are not completely satisfied with your Plushie, we will accept returns within 30 days of delivery. Please contact us to arrange a return.

Where do you ship from?

We ship from New York in sunny United States. Though we are generally very far away from most other countries, our shipping rates to other countries are some of the cheapest around, and we can get your toys to you quickly, and with tracking.

How long will it take to receive my order?

Your order will always leave the same day or next business day.

If you live in United States, the transit time depends on what method you choose. Normal E-Parcel post takes 3-7 business days to most capital cities, and E-Parcel Express Post takes 1-3 business days. 90% of the time, Express is usually overnight to most capital cities and metro areas, but we cannot guarantee it.

If you live outside of United States, then the shipping time varies from approximately 7-10 business days to 10-12 business days to places like the UK and Australia. Other countries, can take up to 21 business days (but usually less). We prefer to give you the outside estimates, and then surprise you if it arrives sooner.

 

What if I am not home when the parcel is delivered?

All international deliveries require a signature on delivery, as we include insurance on almost all parcels, for your security. Your postal system may deem a delivery safe enough to drop at the home, and you should check your local Post System if they have a system in place to counter this. International deliveries, generally go back to the local Post Office if no one is home, so you should check tracking regularly, in case your postman forgets to leave a card.

My package is overdue/late, what can I do?

Check the tracking, and make sure, there isn't some delay due to customs or natural weather patterns.

Check we have the correct delivery address for your order and your contact details are up to date by logging into your account.

Check to see if you have an attempted delivery card from one of our carriers. Your parcel may be awaiting collection at a local post office.

Look in any safe areas the driver may have left your parcels, such as behind plant pots or bins, or in a shed, garage or porch.

If none of the above work, please get in touch making a note of your order number and we will start investigating immediately.

 

I entered the wrong address when I ordered what can I do?

If you have not had a dispatch notice by email, get in touch with us immediately, noting your order number, and the correct address, and we will try and change the details for you.

International customers, if your package has shipped, we are unable to change the delivery address once it is en-route. We apologize for this inconvenience. If you need to reship, we encourage you to place a new order, checking the delivery address. If your original order is returned to us, we will of course offer you a full refund of the product price, minus the shipping costs.

Can I re-direct my package to another address once dispatched?

International parcels cannot be redirected by us once dispatched. You may be able to contact your countries postal service for redirection once it arrives in your country.

Can you ship to another address for me as a gift?

Yes, we can Just choose an alternative address to the billing address at checkout.

We can also add a free gift card for you, details of which are also available in checkout.