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FAQs

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Where’s my order?

To check if your order has shipped, log into My Account and select the order from your order history. The status of your order will be displayed in your order details.

When will my order ship?

All orders placed by 5pm (Eastern Time) ship the next business day. Orders placed after 5pm will ship the following business day. In the rare event that we are unable you ship your order as promised, we will notify you immediately.

How long will it take to get my package? Do you offer expedited shipping?

We generally process all order in 24 hours, and once shipped, standard shipping takes 3-6 business days. We also offer expedited and express shipping. Transit time for expedited shipping is 2-3 business days, and 2 days for express shipping. See our Shipping and Returns page for more details.

How do I track my package?

To track your package, refer to the email sent letting you know your order has shipped, or log into My Account and select the order from your order history. The tracking number will be displayed in your order details.

Do you accept returns?

Yes, you have 30 days from the date of your purchase to return any item. The only exceptions are items market final sale (examples include baby pacifier clips or teethers). These items cannot be returned for safety reasons. See our Shipping and Returns page for more details.

I see GUND Snuffles Salted Caramel Bear for sale on your website. Why can’t I find it on GUND’s website?

Rest assured that we are an authorized GUND retailer and Snuffles Salted Caramel Bear is an authentic GUND product. It is an exclusive Snuffles Bear made just for Cuddle Bug Toy Factory by GUND, and it can only be purchased on our website or from us on Amazon’s website. And yes, it is a Limited Edition bear, which means only a limited number of these bears will be manufactured by GUND.

I live in New Jersey. Can I come to your store?

We are exclusively an online retailer and do not have a storefront.

Is my personal information safe on your website?

At Cuddle Bug Toy Factory, we take the safety and security of your personal and credit card information seriously. Our site protects all transactions SSL encryption and is PCI DSS 3.0 certified at Level 1. See our Secure Shopping page for more details.

Are the plush toys genuine products from the original manufacturer?

Yes, we are an authorized retailer for all brands sold on our site. You won’t find any knock-offs here.

Do you manufacture Russ Berrie?

Russ Berrie, one of the finest plush toy manufacturers in the US, went bankrupt a few years ago and the company no longer exists. We were an authorized retailer for Russ Berrie and Yomiko products and purchased much of their inventory. There are only a handful of retailers that still carry this cherished brand.

How do I wash my bear?

Most teddy bears are surface washable or can even be washed by hand or your washing machine. If the teddy bear (or other plush toy) is electronic with sound or animation, only surface wash it. If you’re not sure, the manufacturer will be able to tell you. They generally retain care information even if your bear is very old. Or contact us, and if we still carry the bear, we will let you know. A great way to wash teddy bears is to put them is a mesh bag made for washers or in a pillow case. Wash on the delicate cycle in cold water. They can be air dried or fluffed in the dryer at the slowest speed and air dry setting.

Is this plush toy I’m buying safe for my child?

We only sell products from quality manufacturers, who adhere to ASTM Safety Standards, as well as, comply with mandatory testing and certification. We do not sell any product that have been recalled or have been determined to be a safety hazard by the manufacturers or by US Consumer Product Safety Commission (CPSC).

Is the plush toy I’m buying ok for babies?

The recommended age is listed in the Product Details section of each product page.

How do I contact you?

Since we are primarily a web-based business, the best and fastest way to reach us is by filling out the form on the Contact Us page. Our dedicated staff will respond promptly.