Returns and Refunds Information
We want every stuffie to arrive ready for a lifetime of hugs. If something isn't right, we'll make it right.
Damaged, defective or wrong item
If your order arrives damaged, defective, or isn't what you ordered, please contact us within 7 days of delivery with:
- your order number
- clear photos or a short video showing the problem
- a photo of the shipping label on the package
Once we've confirmed the issue, we'll send a free replacement or give you a full refund. You won't need to send anything back. Please keep the item and packaging until your claim is resolved.
Lost or late packages
If your tracking hasn't updated in a while, or your order hasn't arrived within 30 days of shipping, let us know. We'll look into it with the carrier and, if the package is lost, we'll reship your order or refund you. If tracking shows your package as delivered but you didn't receive it, contact us within 30 days and we'll investigate.
Orders with Shipping Protection (offered at checkout) are covered if the package is lost, stolen or damaged in transit.
Change of mind
Our stuffies ship directly from our partner warehouses overseas, so we're unable to accept returns or exchanges for change of mind, or if you ordered the wrong item, size or colour. Please check product details and photos carefully before ordering, and ask us if you have any questions.
What we can't cover
- Orders shipped to an incorrect or incomplete address provided at checkout
- Packages refused at delivery or left unclaimed at the post office
- Damage claims reported more than 7 days after delivery
Refund timing
Approved refunds go back to your original payment method. Depending on your bank or card provider, it can take 5 to 10 business days to appear on your statement.
To report a problem with your order, please visit our Contact Us page.