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 4 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.
D***s
Ordered a variety of them a second time, and once again, I am very pleased. Arrived always earlier than expected, getting always a message to notify qu’ébouta be delivered. Service top.
A***r
Amazing! Very soft, cute and good quality. Arrived very quickly. I love it.
R***o
It said it was supposed to come late and in August but I was very happy that it came in about a month. It is as described, in good condition and my daughter was very happy to get it.
A***S
The plush is so soft and cute. I love it :p
C***o
High quality product. It makes a little child really happy.
Customer
It’s very nice. Good quality. My enchanted little girl
Customer
the plushie is great, really good quality
F***r
I was surprised at the very good quality of the plush. Good quality
Customer
Got the Growlithe plush and it is amazing! No loose stitches and true to size. Will make my boyfriend very happy with this! Also received it within 14 days (Netherlands).
C***r
Looks great, good quality and good color. I’ll definitely be buying more from this store!
P***t
I love him! Good size, excellent for the price.
F***r
Stuffed toy faithful to the appearance of Pokémon. I recommend!!!
Customer
THE TEDDIURSA IS AN AMAZING QUALITY PLUSH. This is amazing. Looks just like the photo. Quality is great! Stuffed well. Face looks correct. Amazing. Came with a suction cup and a string attached to the plush so I can hang it! I put it on my mirror using the suction cup
Customer
Excellent toys, pleasant to the touch, child Happy
Customer
Shipping was much faster than I expected, it didn’t take a month to arrive, the product is in excellent condition, it’s very nice and soft. 10/10
M***a
Finally came. Child satisified. Super workmanship. Recommend.
F***r
Perfect! Very good quality! My son is very happy.