Shipping policy

Shipping Policy

Where we ship
We currently ship worldwide to most countries that can receive parcels from Hong Kong Post and our partner couriers. If we are unable to ship to your location after you place an order, we will contact you and issue a full refund.

Processing and production time
Every Stuffy plush is customised made to order. Once your payment is confirmed, we normally require 5–7 business days to process your order, prepare your design, and hand‑make your plush before dispatch. During peak seasons or large campaigns, production time may be slightly longer. If there is any significant delay, we will notify you by email.

Shipping methods and delivery times
Delivery time is estimated from the date your order is shipped, not from the date of purchase. The timeframes below are estimates only and may vary due to customs, local delivery conditions, or force majeure.

  • Standard tracked shipping

    • Estimated delivery: 10–20 business days after dispatch, depending on destination.

    • Includes tracking information where available.

  • Express shipping (where available)

    • Estimated delivery: 4–7 business days after dispatch.

    • Not available for all countries or remote areas.

Shipping fees
Shipping fees are calculated at checkout and shown before you confirm your order. Our current standard structure is:

  • Standard tracked shipping: from 9.90 USD per order.

  • Free standard shipping for qualifying orders (for example, when you buy 2 or more plushies or when your cart reaches 70 USD or more, depending on active promotions).

  • Express shipping: 15 USD per order when available.

Any free‑shipping thresholds or promotions will be clearly displayed on the website and at checkout. Shipping fees are non‑refundable except where required by law or if your order is cancelled before dispatch.

Order tracking
Once your order has been shipped, you will receive a shipping confirmation email with your tracking number where available. You can also log in to your Stuffy account using the same email used at checkout to check order status updates such as “in production”, “shipped”, and “delivered”.

Customs, duties and taxes
International shipments may be subject to customs duties, taxes, and handling fees charged by your local customs authority or postal service. These charges are not included in our prices or shipping fees and are the responsibility of the recipient. We are unable to predict the amount of these charges, if any.

Incorrect address or failed delivery
Please ensure that your shipping address is complete and accurate at the time of ordering. We are not responsible for delays or failed deliveries caused by incorrect or incomplete addresses entered at checkout. If a parcel is returned to us due to an incorrect address or failure to collect, we can reship the order once additional postage is paid.

Returns and Refund Policy (for damaged items)

Damaged or defective items
Each plush is handmade and unique, so small variations are normal. However, if your plush arrives with visible damage, such as holes, tears, or serious printing defects, please contact us within 7 days of delivery.

To help us investigate, please include:

  • Your order number

  • Clear photos of the product and the damaged area

  • Photos of the outer packaging, if damaged

Once we verify the issue, we will offer a replacement or refund according to your preference. We aim to review all damage claims within 12 hours on business days.

Change‑of‑mind and custom orders
Because each plush is customised and produced specifically for you, we cannot accept returns or refunds for change‑of‑mind, incorrect photos uploaded, or minor aesthetic differences (for example, small colour variations between your screen and the final fabric print).

This does not affect any rights you may have under applicable consumer protection laws in your country or region.