Please notify a customer service agent for any questions or concerns
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Customer Service Email: cs@cuddle-barn.com
Shipping Questions
How long will it take to receive my plush after placing an order?
We ensure shipping out from our warehouse in Los Angeles within 2 business days of receiving your order on in-stock products. Once your order is shipped, you will receive tracking information via email. Depending on your location, transit time can take up to 6 business days.
How much is shipping? How can I qualify for free shipping?
For orders equal to or less than $49.98, a flat rate shipping fee of $5.99 will be applied to your order. Orders that are $49.99 and over qualify for free standard shipping. Free standard shipping is offered to the 48 contiguous United States and Washington D.C. Orders shipping to Hawaii, Alaska, or any country outside of the US will incur applicable shipping charges based on your location.
Can I have my order expedited?
We do not offer expedited shipping at this time.
Can I change the shipping address of my order?
As long as your order has not been packed and picked up for delivery, we can still update the address for your order! Please contact our Customer Service team immediately at cs@cuddle-barn.com to provide them with your order number and the updated address as soon as possible.
If your order has already left the warehouse and/or is in transit, additional fees will apply to update the address.
If you have entered an address that is not recognized by our system, our team will reach out to you and hold your order until it is confirmed. If you are unable to confirm after our third attempt to reach you, your order may be canceled.
Please note that our ability to make changes to your order may be limited during seasons of high order volume, such as holidays and promotional periods.
Can you ship internationally?
Yes! Cuddle Barn plush toys are available for purchase internationally. International shipments are subject to import tax and duties within the destination country. We also have select retail partners globally (such as QVC UK, David Jones, and others) from whom you can purchase our items.
Return Policies & Questions
Please note that our animated plush should not be dropped, thrown, or washed. This may cause the mechanism inside to break and your plush may not work. It is advised that children do not toss around the plush to avoid this from happening. If your plush is damaged during shipping, and not due to an error above, please notify a customer service agent.
We offer a 100% customer satisfaction policy for items purchased on our web store. If the product you received is received not as advertised on our web store, we will do whatever it takes to resolve the situation to your satisfaction. Upon authorizing a return request, Cuddle Barn will wait until the item(s) have been received and inspected before a refund will be issued. All unauthorized returns will not be accepted. Please see questions below for more terms and details.
Return Policy - Damaged, Defective, Wrong Item Sent
We offer a 90 day warranty to exchange/refund for all manufacturer’s defects and issues. Please notify our team at cs@cuddle-barn.com to initiate the refund process. You will be asked to provide our team with details about your order, issues that you are facing with the item, and may be asked to send a photo/video of the damages/defects. From there, our team will advise on how to proceed with the return process.
Return Policy - New, Undamaged, Unwanted, Changed My Mind
If you changed your mind about an item, please contact us within 30 days of delivery for a refund. You will be responsible for the return shipping cost. Shipping costs for the original delivery are also not refundable.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. If the returned item(s) appear damaged (intentionally tampered with) or is received in a condition different in which it was sent, Cuddle Barn reserves the right to issue a partial refund or credit.
Return Policy - Purchased from Other Retailers & Websites
If you have purchased a Cuddle Barn plush toy from another website (Amazon, Walmart, etc.) or retail shop that is not directly from us, we are not able to provide a replacement, refund, or credit. Any returns and exchanges for these items should be handled directly with the retailer whom you purchased it from.
Do I have to pay for shipping on a return?
Depending on your reason for return, you may have to cover the costs of shipping. Please see our policies above that outline different scenarios or message our team for more information.
I received the wrong order! What do I do now?
We are so sorry about the mix up! Please contact our Customer Service team as soon as possible at cs@cuddle-barn.com with your order number and pictures of the items that you did receive. Please notify our team as soon as possible (within 14 days of delivery) so that we can get the correct order sent out to you quickly. And of course, we will cover the shipping costs!
I returned my item. When can I expect my refund?
Upon receiving your return to our office, please give our team 5-10 business days to inspect and process your return. You will receive a notice via email when your refund has been accepted and processed. It will then take a few days for the refund to appear in your bank account.
My order never arrived! Please help!
Sometimes, the delivery man may have left it in an unexpected place. Check with a neighbor, in the bushes, near the garage… If after checking everywhere and there is still no package to be found, please contact the delivery service directly to file a claim for a missing package. Unfortunately, Cuddle Barn is not responsible for lost or stolen packages, but our team will try our best to see how else we can help in this situation.
