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.
B***a
The store was excellent and very communicative and direct in the messages we exchanged. Shipped the product directly. The only problem I encountered was with the Greek post office which was unacceptable and delayed in its delivery. The product is the best plush I have ever bought and in perfect condition! Full value! Worth it!
K***o
!!!ONE WORD!!!! COOLLLLLLLLLL. Truly nice, no joke. Thanks store. I like it.
P***o
This super pretty, my daughter loves it.
A***i
It’s beautiful, arrived earlier than expected, arrived in less than 3 weeks, it’s just as described in the pictures, I highly recommend, it’s very tender and good size, very colorful and has velcro to put on your antennas and lenses as well as clothes. It’s perfect: D
J***J
The product arrived in perfect condition, much nicer than I expected and the store also made the shipment very fast. Happy with this purchase
C***r
I ordered it on May 29th and received it on July 8th It’s beautiful
N***s
It’s really beautiful, excellent store: D
Customer
Beautiful, exactly as in the photo
D***r
It is super cute!!! And with the bunny clothing on it looks even more cute <3
R***s
Fast shipping arrived in only 11 days!
N***n
Beautiful I’ll buy more
B***o
Hare hare, it’s beautiful and just like the description, it came very quickly to destination.❤️
Customer
It was so adorable, and the bonus pre-order bunny costume is so cute! Definitely worth what I paid for it, and I would definitely buy another anime plush like this again in the future.
Customer
The item is perfect, he’s gorgeous. The antennas come off as they are held by a velcro, just like the glasses. The hair is fuzzy and beautiful. The clothes are nice and I ordered more clothes to dress him up. The store was very nice and clearly addressed my concerns. He’s adorable <3
Customer
He came later than I should see arrived but he’s cute
Customer
It came very fast.