The trip to your door
How a plush gets from the pile to you, and who to ask when it is late.
Who ships it
The partner store you order from packs and ships every plush, using its own carriers and its own schedule. Delivery estimates, tracking numbers and shipping charges all come from them and all appear at the checkout before you pay. We do not set them and we cannot see them.
How things are packed
A plush is squeezable, which makes it a kind packing problem — compressed into a bag, a 19-inch duck arrives looking like it has been sat on. Shake it out, pull the seams straight and leave it on a bed for a day; PP cotton recovers on its own. If a plush is still misshapen after two days, something is wrong with the fill and we want to hear about it.
When it is late
Take the order number to the store you bought it from. They have the carrier, the scan history and the authority to replace a parcel. Writing to us first only adds a day, because all we can do is tell you the same thing.