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FAQ

  • Q What is Your Standard Return Policy?

    A

    We want you to be happy! Products may be returned for a full refund, up to 30 days after purchase.In order to qualify for a refund, returned item(s) must be in new, unused condition with all original packaging intact and tags attached. Please read the details of the Return Policy before sending your return.


  • Q How long does it take to process and ship my order?

    A

    Once your order has been received in our system it is automatically sent over to our fulfillment center where it enters a queue. Our fulfillment team tries to fulfill the orders within 24 hours of being received but can sometimes take up to 48 depending on the order volume. Your shipment is then picked up by the carrier and is in transit for approximately 3-10 business days – depending on where the order is delivering and your shipping method.

    Please note: Due to increased order volume during the holiday season, orders may take up to 3 business days to process and fulfill.
    Due to nationwide carrier delays, orders may arrive later than anticipated. Please allow extra time for shipments to arrive. 
    We highly recommend ordering early for the holiday season as all shipping carriers are highlighting severe delays. 

     
  • Q Why is my order delayed?

    A

    With an extremely high volume of ecommerce orders this gift-giving season, all major shipping carriers are advising there might be unexpected delays. The recommendations provided below are based on what carriers approved as cut off dates. Please note, there may be additional delays due to nationwide carrier overload and labor shortage. We highly encourage ordering early!

     
  • Q Is your plush safe and comfortable?

    A

    The safety of our plush toys is very important to us. Every toy we sell is quality tested and meets baby safety standards for all ages.We will do our utmost to ensure that you and your child use our toys to stay safe. 

  • Q Is it safe to pay with my credit card?

    A
    We take online security seriously and are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
    The following measures are taken to protect your security:
    Payments are fully automated and respond instantly.
    Your full credit card number cannot be viewed by us or by any outside party.
    All transaction data is encrypted.
  • Q Which terms of payment do you support?

    A Paypal
  • Q I have an order question/product question.

    A
    Please call our Customer Service Team: 400-6130-885.
    If you wish to send questions by e-mail, please click here to leave us a message.
  • Q How to wash my plush toy?

    A
    Please wash according to the washing information on the tag or the sewing label.
    If your plush toy is surface washable / hand washable: you can clean it with soap and warm water.
    If your product is machine washable: Put the plush toy in a pillowcase or soft cloth bag and fasten it, put it in the washing machine, and use a mild detergent. Dry at low temperature.
    (For more detailed cleaning methods, please refer to our related article)