FAQ

Support & Contact

How can I reach customer support?

Contact us via email at happy17352305613@163.com or live chat. We’re available Monday–Sunday and typically respond within 24 hours.

Plushie Care

How do I wash my plushie?

Follow these steps:

  • Use your washing machine’s gentlest cycle.
  • Wash in cold water with mild detergent.
  • For disinfection: Use warm water or Lysol Laundry Sanitizer (safe for colors/whites).
  • (Optional) Use a mesh bag/duvet cover, or pad the washer drum with towels.
  • Air-dry; use low-heat hair dryer on slightly damp plushies to fluff fur.

What material are your plushies made of?

We use high-quality PP Cotton for a soft, squishy texture.

Shipping & Delivery

1. Shipping Time

Standard Shipping (FREE)

10–25 business days (includes customs clearance). May delay 2–3 days during peak seasons (Black Friday/Christmas) — this matches Shein’s standard shipping.

Note: Shipping time starts from the logistics number generation date (after warehouse stock preparation), not the order placement date. Warehouse stock preparation typically takes 3–5 business days (we’ll notify you of the exact timeline separately).

Expedited Shipping

For expedited shipping requests, contact our Customer Service team.

Important: We cannot guarantee delivery within a specified timeframe (due to warehouse stock prep, customs clearance, logistics, force majeure, etc.).

2. Non-Refundable Delay Exceptions

We cannot issue refunds for delays/undelivery caused by:

  • Inaccurate delivery address or zip code provided at checkout;
  • Force Majeure Events (unforeseen circumstances beyond our control): Acts of God, natural disasters, severe weather, strikes, pandemic restrictions, war, civil unrest, government orders, telecommunication/power outages, or inadequate transportation services.

We will determine if an event qualifies as Force Majeure (based on objective facts) and notify you of the result within 3 business days.

3. Order Tracking

  • A logistics number will be generated within 24 hours after warehouse stock preparation is complete.
  • Track logistics status or check stock preparation progress in “My Orders”, or contact customer service for a tracking link/updates.

Customs & Taxes

1. Tax-Inclusive Clearance

Eligibility

Tax-inclusive clearance (pre-paid import duties/VAT, no extra fees on delivery) is not available for some regions (e.g., parts of Southeast Asia, South America). Contact customer service to confirm if your region qualifies before ordering.

Ineligible Regions: Next Steps

If your region does not support tax-inclusive clearance, we’ll contact you within 24 hours of ordering to offer 2 options:

  1. Full Refund: Cancel the order, with a full refund (product price + shipping fee) and no additional charges;
  2. Switch to Non-Tax-Inclusive Channel: Keep the order (terms apply):
    • You are responsible for all import duties, VAT, and customs fees (collected by the courier on delivery);
    • You must complete customs clearance (provide documents, pay fees) as required by your local customs authority;
    • Shipping time may increase by 2–5 business days (due to extra clearance procedures).

Payment

Supported Methods

Visa, Mastercard, PayPal, Maestro, American Express, JCB, Discover, Diners Club, Visa Electron, Cartes Bancaires, UnionPay.

Security Promise

100% secure payment encryption; no hidden charges, and payment information is never disclosed. PayPal offers dispute refunds for extra protection.

Payment Failure Solutions

  • Try an alternative method (PayPal is recommended for the highest success rate);
  • Contact online customer service for manual PayPal payment assistance;
  • Unpaid orders are automatically canceled within 24 hours (no fees incurred).

Tip: Complete payment within 24 hours of ordering to avoid cancellation.