FAQs

We definitely can look into providing an exchange. Please contact us through our Support Center or email us at support@vividplushie.com to provide us with your order information including:

1. Your order number

2. First and last name

3. Shipping address

4. Images of the damage

Once received, one of our specialists will be in touch to further assist you.

Normally we don't provide support during weekends, except for urgent cases. In these cases, you only need to mark “Urgent” in your email, we will get back to you ASAP.

Once an order has been confirmed, we are unable to make changes or cancel an order. Please make sure to verify your information is correct before placing your order.

If you created an account with us, you can sign in and access all your order details including your order history.

Your order number will be confirmed at the last stage of the checkout process. It will also be sent to you in a confirmation email. Please check your junk or spam folder if you have not received your confirmation email as it may have landed there!

During checkout, our website shows the available delivery methods for your destination, the price, and the estimated delivery time in business days from being shipped.

Estimated delivery days are the number of days our delivery partners aim to deliver by but are not guaranteed.

Continental United States (48 States & Washington DC): 7-12 business days.

Alaska & Hawaii: 7-14 business days.

Canada: 7-14 business days.

*The timeframe for delivery with our Standard service can vary depending on destination within the continental U.S. Estimated delivery times are given for specific destinations during checkout.

We are no longer including packing slips when purchasing on the United States/Canada website. This is to help eliminate waste in our packing process. Your order number and order details will be sent to you in a confirmation email when you place your order. If you have registered for an account, you can also find your order details and history when you log in.

Orders are sent straight away to be picked and packed as soon as the confirmation button is pushed!

These estimates can be affected by holidays and the quantity of orders being processed through the warehouse. We aim to have all orders shipped out within 2-3 business days.

In all cases, exceptions exist for remote areas and delivery times vary from country to country. We provide estimates to help you plan your orders, but we cannot promise or guarantee delivery times because of factors outside our control.

For most destinations, we aim to offer a standard tracked service.

"All orders will ship from our warehouse in Shanghai, China."

Our Standard delivvery are optimized based on the destination, so your order may be delivered via UPS、4PX 、DHL or USPS, depending on the best option available at the time the order is fulfilled.

We cannot deliver to Armed Forces at this time.

For an order value of $0.00 to $74.99, the shipping cost will be $7.00.

For an order value of $75 or more, shipping is free.

*The timeframe for delivery with our Standard service can vary depending on destination within the continental U.S. Estimated delivery times are given for specific destinations during checkout.

Currently, we deliver to the United States and Canada.

Absolutely! All of our shipping options come with tracking information.

To track your shipment, simply visit the "Track my order" section on our official website.

Additionally, once your order is dispatched from our warehouse, you will receive a confirmation email containing a tracking link at the email address provided during the ordering process.

If you don't find this email in your inbox within a few days of placing your order, please check your junk folder.

We keep in close contact with our carrier partners to make sure delivery estimates are correct, keeping them as up to date as possible. Sadly, conditions out of our control or local weather events can occasionally cause a delay.

If your order has exceeded the estimated delivery time frame or something looks unusual on the carrier tracking pages, please contact us!

Any late order that you no longer wish to keep can be returned for a refund. Please contact us at support@vividplushie.com and provide the order number, purchaser's name, and an explanation of the shipping delays. Our customer service team will get back to you within 24 hours.

We are unable to ship any orders to a forwarding address. We may cancel your order and contact you if a forwarding address is entered at the checkout.

We accept returns at any time within 30 days of receipt for any reason, provided that the returned item(s) are in the same condition as delivered, with the exception of personalized items.

Please note, we are unable to process an exchange.

Please note we do not refund original or return shipping and handling fees. You will be responsible for any return shipping expenses.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please email us at support@vividplushie.com with your order number, name, and reason for the return. We typically review return requests within 1-3 business days. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@vividplushie.com.

We give you the full right to return your order for any reason whatsoever. Once you have placed your order, it is sent electronically to our dispatch team to quickly prepare and ship. Usually within 2-3 working days. Therefore we are unable to edit or cancel an order once this process has started. However, you are more than welcome to return your order once received.

Please do make sure to verify your information is correct before placing your order.

Please contact us through the online customer service in the lower right corner of the website if you have any concerns regarding your order, Monday through Friday from 9 a.m. to 5 p.m. ET, or email support@vividplushie.com.

We give you the full right to return your order for any reason whatsoever. Once you have placed your order, it is sent electronically to our dispatch team to quickly prepare and ship. Therefore we are unable to edit or cancel an order once this process has started. However, you are more than welcome to return your order once received.

Please do make sure to verify your information is correct before placing your order.

Please contact us through the online customer service in the lower right corner of the website if you have any concerns regarding your order, Monday through Friday from 9 a.m. to 5 p.m. ET, or email support@vividplushie.com.

We are unable to offer exchanges but we will happily offer a refund for any returned item(s). Refunds are issued to the original payment method.

Your order will be refunded in twenty-four hours from being delivered to the warehouse. If any order information is missing, not marked correctly, or Vividplushies are not returned correctly this could delay the refund process. After the refund has been issued it will take up to five business days for the funds to appear back in the original account depending on your bank or card provider.

You cannot edit the currency you are charged in. Our website can only process in USD (United States Dollar).

You will be charged in the currency of the website you are ordering from your purchase will be affected by the exchange rate at the time and we cannot issue refunds from the difference in exchange rates.

Currently, payment can only be made through PayPal, and we are in the process of acquiring permission to add more payment methods.

We do not charge your credit or debit card until your order has been shipped. You will receive a confirmation email once your order has been shipped and we have charged your credit or debit card.

At the time of placing your order, we authorise your card, to verify that funds will be available when the order is shipped. This is a process whereby your bank will place a reserve on your account for the purchase value of your order. The reserve will be removed after a number of days determined by your own bank. If you wish to find out more about your bank’s policy for releasing reserves, please contact them directly.

For orders with a delivery address in the United States, sales tax is calculated based on the delivery address and added to the basket before checkout. Additionally, orders with a delivery address in the United States and with a value over $800 will be subject to additional duty and import fees before delivery. For orders with a delivery address in other countries, all applicable sales taxes and duties are included in the product price.

For a faster option, you can checkout as a guest. If you would like to set up an account, you will have access to your order history and it will be easier to shop with us in the future as your details are safely and securely linked to your personal account. By creating an account, you will also be able to create a wishlist which you can share with your friends and family, or save for a later date.

Click on "Sign In" and enter your email address into the field requested, then click on the "Forgot your password" message. We will then send you a new password to access your account. If you have not received your password reset email, please check your junk or spam folder as it may have landed there.

If you are not sure what email you used, please contact us.

To keep your plushie soft and lasting for years:

·Spot Clean: Use a soft cloth with mild soap for stains.

·Air Dry: Avoid machine drying to maintain its shape and softness.

·Proper Storage: Store it in a cool, dry place to keep it in the best condition.

With regular care, the plushie will continue to provide the same comfort whenever you need it.

Sometimes our friends need a bit of a clean and fluff refresh after their many adventures. Most of our plush pals are spot clean or hand wash only so please do not machine wash or dry them! Some are safe to be machine washed, so please be sure to check out the product’s page for details, as well as the laundry care tag sewn into the item. Please kindly note, even our fluffiest friends' fluff may change after their first hand wash due to the nature of the fabric.

All Vivid Plushie product are tested to and complies with ASTM.