Shipping and delivery
We are proud to offer international shipping services that currently operate in over 200 countries and islands worldwide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages from our warehouse will be shipped by ePacket or EMS depending on the weight and size of the product. Packages shipped from our US warehouse are shipped through USPS.
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Location |
*Estimated Shipping Time |
| United States |
10-30 Business days |
| Canada, Europe |
10-30 Business days |
| Australia, New Zealand |
10-30 Business days |
| Central & South America |
15-30 Business days |
| Asia |
10-20 Business days |
| Africa |
15-45 Business days |
*This doesn’t include our 2-5 day processing time.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 5 days, please contact us.
My tracking says "no information available at the moment".
For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you have specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
Refunds & returns policy
Order cancellation
All orders can be cancelled until they are shipped. If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, you can request a refund or reshipment for ordered products if:
- You do not receive them within the guaranteed time (45 days not including 2-5 day processing)
- You receive the wrong item
- You do not want the product you have received (but you must return the item at your expense and the item must be unused)
We do not issue the refund if:
- Your order does not arrive due to factors within your control (e.g. providing the wrong shipping address)
- Your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster)
- Other exceptional circumstances outside the control of My Heart Teddy™
*You can submit refund requests within 15 days after the guaranteed period for delivery (45 days) has expired. Please contact us at support@myheartteddy.com.
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorize you to do so.
O***i
Just arrived today! I’m very happy with it! It’s in very good condition, and it’s super cute! One of the ears is a little flimsy, and there’s some loose stuffing in the back of the head, but other then that super satisfactory! Tag looks somewhat official too, though it says “Cinnamoroll” while this character is Kuromi. Looks just like the picture!
D***a
Very cute just like the picture. Very nice quality and super soft
Customer
they are absolutely adorable!! i’m in love with them <33
A***a
Same as the picture and I arrive very fast
G***h
Toys are excellent, beautiful, bright. Height to the bow 24, and to the tip of the ears 29 cm. We came in three weeks. Thank you for the fast delivery.
S***o
AKSHDHDJJAA OMG I LOVE THIS PLUSH SO SO MUCH!!!! i have one bone to pick however, the tag… the tag is for cinamorroll yet this is a kuromi plush. it seems really suspicious but anyway! its great for cuddling and is packed really well with stuffing!
Customer
absolutely amazing they were meant to come on the 26th of November but they actually came on the 24th! (ordered them on 5th) really really happy with the quality and they’re adorable stitching is all good as well!
E***r
Extra cutee! <3
D***a
He’s arrived super fast, in a matter of a week and a half, it’s for a gift and I couldn’t have picked a better choice, very detailed and very good finish.
Customer
Very fast shipping, but took a while until the store shipped it (maybe 3-6 days) ,but stil good. I recommend! :3
L***r
It’s just like the description and nothing is broken or torn. Everything came sealed and untouched, this came like 2 weeks later so good time.
Z***.
im in luv!!!! luv her sm<333
C***a
I ordered it on the 10th of this month and it arrived on the 16th! Excellent product and arrived super fast, very happy. 🙂
Customer
received in good condition so cute . love it so much . Nice quality. highly recommended
J***e
Exactly as pictured. I ordered them on the 10th, recieved them on the 12th of the next month. i think that is fast shipping. The ears are bent in places and do not want to stay up, that’s the only negative comment I have. I am very pleased with my purchase. They came packaged very well. Both dresses have cute clear designs.
Customer
love her she is awesome. will be showing off on Tiktok @ai_anna
G***r
She is so so cute!! Super well made, no issues! A nice size too. Super happy, took about 2 nearly 3 weeks. I recommend. Thank you store 🙂