Aurora® – Shipping, Returns & Store Policies

Updated January 23, 2026
(Revised with updated policies & delivery-scan time limits)

SHIPPING & DELIVERY OPTIONS

Domestic Shipping

We offer Standard Shipping within the continental United States. Estimated delivery time is 4–9 business days, not including processing time.

Processing Time

Orders are processed within 3 business days, excluding weekends and public holidays.
Once your order is shipped, a tracking number will be provided automatically.

If you need to cancel an order or update the shipping address, you must contact us within 2 hours of placing it.

After 2 hours, your order will begin processing and can no longer be canceled.

SHIPPING RESTRICTIONS

Aurora® ships 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.

Shipping rates are weight-based and may round up to the next full pound, following carrier requirements.

DELIVERY ISSUES & TIME-SENSITIVE REPORTING

Orders Marked as Delivered (Not Received)

If your tracking shows “Delivered” but you did not receive your package, you must contact us within 5 business days from the carrier’s delivery scan.

We will assist and guide you through next steps.
If we are contacted after 5 business days, we are unable to investigate internally, and a claim must be filed directly with the shipping carrier.

Delayed Orders

If Aurora® experiences a processing delay, you may request a refund.
Refund approval is reviewed on an order-by-order basis.

Carrier delays do not qualify for refunds, as they are outside of our control.
For transit delays, please contact the carrier directly for the most accurate information.

DAMAGED, DEFECTIVE, OR INCORRECT ORDERS

Damaged Orders (Shipping Damage)

If your order arrives with visible damage, please refuse delivery when possible. 

If damage is discovered after delivery:

  • Contact us immediately
  • Save all packaging, tags, inserts, and materials
    Disposing of packaging may affect eligibility for return credit.

Defective Items

A defective item is one that does not function as intended and has no external damage.
Please notify us within 30 days of purchase via our Contact Us page.

Incorrect Items Received

If you receive the wrong item, please contact us so we can resolve the issue promptly.
Return-shipping compensation may apply depending on the situation.

RETURN POLICY

We accept returns on most new, unopened items within 30 days of delivery.

Return Requirements

  • Items must be unused, unopened, and in original condition
  • All tags, packaging, labels, and inserts must be intact
  • Clearance items are final sale and not eligible for return

To initiate a return, please email info@teddyplushtoys.com

A Return Authorization is required for all returns.

Refund Timeline

Refunds are issued once the return is received and approved.

Approximate timeline (up to 4 weeks total):

  • Return transit: 5–10 business days
  • Processing: 3–5 business days
  • Bank posting time: 5–10 business days

Shipping and handling fees are non-refundable unless the return is due to a defective or incorrect item.

CLEARANCE RETURN POLICY

Clearance items are sold at deeply discounted prices and are considered final sale.
They are non-returnable and non-refundable unless they arrive damaged.

For damage claims on clearance items:

  • You must contact us within 5 days of receiving your order
  • All original tags, packaging, and labels must be included
  • The item must be in its original condition

If you need assistance with a clearance order, our customer service team is happy to help.

CANCELLATIONS AND ORDER UPDATES

Orders may only be canceled, edited, or have the shipping address updated within 2 hours of placement.
After this period, the order cannot be canceled or changed and will need to be received and returned (if eligible).

Clearance orders cannot be canceled once submitted.

PRICE AND DESCRIPTION CHANGES

Placing an order confirms your acceptance of the price and terms listed at checkout.

Prices, descriptions, promotions, and product availability may change without notice.
We do not offer price adjustments for past or future promotions.

Please contact us within 7 days of purchase if you believe there is a pricing discrepancy.

SITE ERRORS

We reserve the right to correct errors, inaccuracies, or omissions and to cancel orders affected by such errors — even after the order is submitted or payment is processed.

DISCOUNTS & PROMOTIONS

  • Order subtotal must exceed the value of the discount code
  • Discount codes apply to products only, not shipping
  • Discounts cannot be combined with Teddy Perks Rewards or other promotions
  • Clearance items are excluded from all discounts
  • Mix & Match promotions apply only to regular-priced items
  • We may decline or modify discount codes that do not meet policy rules

LIMITS OF RESPONSIBILITY

Aurora® is not responsible for user-initiated damage, misuse, or loss of parts resulting from operation or handling of products.

ACCEPTED PAYMENT METHODS

We accept all major credit cards: Visa, Mastercard, American Express, Discover, JCB, and Apple Pay.

Billing address must match the cardholder’s bank records.
Orders may be canceled without notice if authorization fails.

CONTACT

For questions or support:
📧 info@teddyplushtoys.com.