Aurora® Policies

Updated February 24th, 2024

SHIPPING AND DELIVERY OPTIONS

Domestic Shipping: We offer Standard Shipping with an estimated delivery time of 4-9 business days. Please note that the estimated delivery time does not include our processing time. Our processing time varies, but we strive to fulfill orders within 3 business days, excluding weekends and public holidays.

SHIPPING

We ship exclusively within the United States, excluding Alaska, American Samoa, Micronesia, Guam, Hawaii, Marshall Islands, Northern Mariana Islands, Palau, Puerto Rico, U.S Virgin Islands, Armed Forces Americas, Armed Forces Europe, and Armed Forces Pacific, due to shipping restrictions. When you place an order, we'll estimate shipping and delivery dates based on item availability and your chosen shipping options. Shipping date estimates can be found on the shipping quotes page during checkout. Please note that shipping rates for many items are weight-based, with weights rounded up to the next full pound to reflect our chosen shipping companies' policies.

PROCESSING TIME

We know you're eager to receive your goodies. That's why we strive to process your orders within 3 business days, excluding weekends and public holidays. As soon as your item is handed over to the delivery carrier, we'll provide you with a tracking number to keep you in the loop. Please note that if you wish to cancel your order, you must Contact Us through our page on our website within 2 hours of placing the order. Orders canceled within this timeframe will be refunded in full. However, any cancellation requests received after the 2-hour window will be processed and shipped. Once shipped, the order cannot be canceled.

CANCELLATIONS

Once an order is submitted, our swift processing begins. Unfortunately, this means that orders cannot be canceled after the 2-hour window. If you have any questions or concerns about your order, please don't hesitate to contact us, and we'll be happy to assist you. Please note that for clearance items, all sales are final unless the item arrives damaged. Customers are responsible for contacting us for return information. We will not provide return labels, and any shipping costs incurred for returns will not be refunded.

DELAYED ORDERS

In the rare event of processing delays, you'll have the option to cancel your order for a full refund. It's important to note that shipping provider delays are beyond our control and don't fall under our liability. If you encounter delays, please contact the shipping carrier first to inquire about your item's status.

DAMAGED ORDERS

Your satisfaction is our priority, so if you receive an order with obvious shipping damage, please refuse delivery. In case you discover shipping damages after accepting the delivery, contact us immediately. Remember to save all packaging materials and paperwork for your order, as disposing of them or attempting to return merchandise without prior contact may affect your return credit. We appreciate your cooperation in following the proper steps to address any shipping damage.

DEFECTIVE ITEMS

A defective item is one that is inoperable but has no obvious damage. If you receive defective merchandise, please contact us via our Contact Us page and submit your concerns to our customer service team within 30 days from your purchase date.

RETURN POLICY

We want you to love what you receive, but we understand that sometimes things may not go as planned. That's why we accept returns within 30 days from the original purchase date. To be eligible for a return, items must be unused and in their original condition. Please note that clearance items are ineligible for returns. You can return most new, unopened items within 30 days of delivery for a full refund. If the return is a result of our error, such as receiving an incorrect or defective item, we will also cover the return shipping costs. Refund processing typically takes about four weeks, including the transit time for us to receive your return (5 to 10 business days), our processing time (3 to 5 business days), and your bank's processing time (5 to 10 business days). To initiate a return, email us at info@teddyplushtoys.com. If you are not delighted with your purchase, most new, unopened products can be returned within 30 days of receipt for a full refund. Please note we do not refund original or return shipping and handling fees. You will be responsible for any return shipping expenses. In order to process your return, please visit our contact page to submit your return inquiry, and a customer service member will contact you with a return authorization, which is needed to process your return. All refunds are applied to the original form of payment. Upon receipt, we will notify you via email. You can expect to be credited within 5-10 business days. The return credit should be reflected on your statement within one or two billing periods, depending on your financial institution's billing cycle. We refund the full value of the returned items unless otherwise noted. We do not refund shipping and handling fees* *In the case of returns due to defective products or an incorrect order, please submit an inquiry to find out if you are eligible for return shipping compensation. If you have a return, please visit our contact page to submit your return inquiry, and a customer service member will contact you promptly.

CLEARANCE RETURN POLICY

Our clearance items are offered at deeply discounted prices and are sold on a final sale basis. This means that all clearance items are non-returnable and non-refundable unless they arrive damaged. If a clearance item arrives damaged, please contact our customer service team within 5 days of receiving your order to report the issue and initiate the return process. To be eligible for a return due to damage, the item must retain all original tags, packaging, and labels and be in the same condition as when it was received. If you have any questions or concerns regarding our clearance item policies or need assistance with a purchase, please don't hesitate to contact us.

PRICE AND/OR DESCRIPTION CHANGES

When you place your order with us, you agree to the price and terms indicated on this website. All prices, pictures, and descriptions on this website are subject to change. Price differences related to future or past prices in our store or any other store are not refundable. Contact us within 7 days of your purchase if you feel there are any price or promotion discrepancies on your order.

SITE ERRORS

Prices and availability of products are subject to change without notice. We reserve the right to revoke any stated offer, cancel orders, and correct any errors, inaccuracies, or omissions at any time. This includes after an order has been submitted, regardless of order confirmation or processed payments.

DISCOUNTS

To redeem a discount code, the subtotal of your order must exceed the value of the discount being applied. The discount will be applicable to the products in your cart, provided that the order meets or exceeds this minimum subtotal requirement. Please note that discount codes are not applicable to the cost of shipping. Shipping fees are calculated separately and are not eligible for discount unless otherwise specified in the terms of the specific discount code. We reserve the right to modify or terminate any discount codes at our discretion. We may also decline to fulfill orders where the use of a discount code does not comply with our policies. We are committed to providing you with the best possible shopping experience, and we appreciate your understanding and cooperation.

MIX & MATCH BUNDLES

Mix & Match Bundles discounts are not applicable to clearance items and cannot be combined with any other promotion including Teddy Perks Rewards. This offer is only valid on regular-priced items.

LIMITS OF RESPONSIBILITY

We are not responsible for user-initiated damage and/or loss of parts incurred during operation or use of products.

ACCEPTED PAYMENT METHODS

We accept all major credit cards: Visa, Mastercard, American Express, JCB, Discover, and Apple Pay. Please note that the billing address provided must match the billing address on file with your financial institution. We reserve the right to cancel your order without notification in the case of failed credit card authorization. It is your responsibility to settle any and all authorization matters with the issuing institution.

CONTACT

If you have any questions or need clarification regarding our shipping policy, feel free to reach out to us via email at info@teddyplushtoys.com. For additional contact options, you can also visit the Contact Us page on our website.

 

Product sold by Teddy Plush Toys, LLC