1. Order & Payment
Q: What is the minimum order quantity (MOQ) for your products?
A: For in-stock plush toys, the MOQ is 50 pieces per style. For custom orders, the MOQ is 300-500 pieces per style. If you need a smaller quantity for sampling, please contact our customer service for negotiation.
Q: Can I cancel or modify my order after payment?
A: If the order has not been produced, you can cancel or modify it, and we will refund the full payment (excluding handling fees incurred). If production has already started, cancellation or modification may incur certain production losses, and we will negotiate a solution with you based on the actual production progress.
Q: How long does it take to confirm payment?
A: PayPal payments are usually confirmed in real time. T/T payments take 3-5 working days to be confirmed (depending on the bank). Western Union payments can be confirmed within 1-2 working days after you provide the MTCN. We will notify you immediately after confirming the payment.
2. Products & Quality
Q: Are your plush toys safe for children?
A: Yes. All our plush toys use materials that meet international safety standards (EN71, ASTM F963, etc.), which are non-toxic, harmless, and skin-friendly. The eyes, nose, and other accessories are firmly fixed and have passed pull tests to avoid the risk of falling off and being swallowed. They are safe for children of all ages.
Q: Will the actual product be consistent with the pictures on the website?
A: We try our best to ensure that the product pictures are consistent with the actual products. However, due to factors such as shooting light, display screen resolution, and manual production, there may be slight differences in color and details, which are normal phenomena. For custom orders, we will send samples for your confirmation before mass production to ensure consistency with your requirements.
Q: What should I do if the product has quality problems?
A: If you find quality problems (such as material inconsistency, craftsmanship defects, size deviation beyond 3cm) after receiving the goods, please take photos or videos of the problems and contact our customer service within 7 working days. We will verify the situation and provide solutions such as replacement, re-production, or refund according to the actual situation.
3. Shipping & Delivery
Q: How long is the delivery time?
A: For in-stock products, we will arrange delivery within 5-7 working days after payment confirmation. For custom products, the delivery time is 35-50 working days (including sample making and mass production time) + logistics transportation time. The specific transportation time depends on the selected logistics method and destination.
Q: Can I choose the logistics company?
A: Yes. We cooperate with DHL, FedEx, UPS, TNT and other international logistics companies. You can choose the logistics company according to your needs, and we will quote the corresponding freight for you. If you have a designated logistics company, please inform our customer service in advance.
Q: Who is responsible for customs duties and taxes?
A: The customs duties and taxes incurred during transportation are borne by the buyer (you), as they are related to the import policies and tax regulations of the destination country. We will provide formal commercial invoices and packing lists to help you go through the customs clearance procedures. If you need special documents for customs clearance, please inform us in advance.
4. Customization Service
Q: What information do I need to provide for custom orders?
A: You need to provide detailed information such as product style (design drawings or reference pictures), size requirements, material selection, quantity, special requirements (embroidery, printing, custom packaging), and expected delivery time. The more detailed the information, the more efficient the customization process will be.
Q: Can I modify the design during the customization process?
A: Yes. You can modify the design during the design draft confirmation stage. If you need to modify the design after the sample is confirmed or during mass production, it may incur additional costs and extend the production cycle. We will communicate with you about the specific situation and related costs in advance.