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.
T***r
vv cute, came earlier than said, took about 2 weeks, would recommend
Customer
It’s very nice, just what I expected, and I think I’ll take what I said to get there. It was worth it.
U***k
very cute ! i thought it would come in a bigger size lol but i like it. took about 3 weeks to arrive but because i had address/delivery issues.
R***o
The bear is very cute, it is accurate to the picture, it has a keychain where you can hang it where you want! It’s a very cute rilakkuma!
M***o
Fast shipment and delivery (there were several orders in one parcel). Cool Bear, fully corresponds to the description! With the store did not communicate, there was no need. I’m happy with the purchase, the seller and I recommend it! Thank you and good luck!)
B***e
soooo so so precious !!! she is adorable
M***.
Cute , looks like photo. Took about 20 days to ship to USA
2***r
Smaller than I thought but its so cute I love it ^_^
A***r
came super quick to the uk and im very happy
K***s
Adorable, I loved it.
P***n
Very adorable little rilakuma plushie. Well made. Arrived in a month.
M***k
Exactly as pictured and received in less than a month to the USA.
C***r
They’re both here, they’re very cute, too bad you have a chueca nose :(. Grateful anyway.
U***r
As you can see, it’s adorable. Perfect adornment for a lovey bouquet. I recommend.
C***n
Very tender and good quality!: 3
M***
SO CUTE!!! omg its literally so adorable and soft, will order again :3
I***a
My order came relatively fast, it’s small but it came in good condition, I’m happy
S***o
They arrived very fast, same as the photo the store sent them very fast
S***o
The bear is very cool. The only remark is that he has a crivovate: D
D***i
Very cute and they took little time to get to the country.