Frequently Asked Questions

Frequently asked questions

Shipping

How long will my order take?
We dispatch within 1 to 2 business days. Standard US delivery is usually 3 to 7 business days after that.

Do you offer free shipping?
Yes — free standard shipping on US orders over $35. Below that, a flat rate is calculated at checkout.

Do you ship outside the US?
We ship throughout the United States. If you're elsewhere, email us before ordering and we'll tell you whether we can reach your address.

My tracking hasn't updated.
Tracking can take up to 24 hours to show its first scan. If nothing has moved for 7 business days, email us with your order number and we'll open a case with the carrier.

The products

What are the plush made of?
A soft short-pile plush outer with a light polyester fibre fill. Faces and details are embroidered rather than glued, so there are no hard parts to pick off.

How do I clean a plush?
Spot clean with mild soap and cool water, then air dry. Don't machine wash or tumble dry — it damages the shape and the stitching.

Are the sizes exact?
They're approximate. Plush is cut and stuffed to a pattern, so an inch either way between units is normal.

What age are they suitable for?
Follow the age grading printed on the product packaging, supervise young children at play, and remove any tags before handing a toy over.

Orders, returns and payment

Can I change or cancel my order?
Email us as soon as you can. If it hasn't shipped, we can usually help.

What's your return policy?
30 days from delivery, unused and in its original packaging. Full details are in our Refund Policy.

My item arrived damaged.
Send us photos of the item and the packaging within 7 days of delivery. We'll replace it or refund you in full, including shipping.

How long do refunds take?
5 to 10 business days to your original payment method once we've received and inspected the return. Your bank may add a little on top of that.

Still stuck?

Email engineerhamayun@gmail.com — we reply within one business day.