Shipping

Shipping is a flat $8.99 per plushie, so two characters cost twice as much to post as one.

Sales tax is calculated at checkout from your delivery address and shown before you pay. Where we are not registered to collect tax, none is added.

In-stock characters leave our workshop within 1–2 business days. Most US orders arrive within a week of that.

Orders placed on a weekend or a public holiday start processing the next business day. During a drop, processing can take a day or two longer — we would rather pack carefully than fast.

We currently ship to the United States and Canada. We do not ship to freight forwarders, and we cannot deliver to a PO box for larger sets.

International shipping beyond Canada is coming as soon as we can do it without charging more for postage than the plushie costs. Join the drop list and we will announce it there.

Canadian orders

Any customs duties, import taxes or brokerage fees are set by your government and are your responsibility. They are charged by the carrier at delivery, not by us, and are not included in the price you pay at checkout.

You will get a confirmation email when you order and a tracking number as soon as the parcel is scanned by the carrier. If tracking has not moved after five business days, email us and we will chase it.

Preordered characters ship when their batch arrives — the expected window is on the product page and in your confirmation email. If that window moves, we will email you.

If your order mixes in-stock and preordered items, the in-stock ones ship straight away and the preorder follows in a second parcel at no extra shipping cost.

You can cancel a preorder for a full refund any time before it ships — see our Returns & Refunds Policy.

Please check your shipping address carefully at checkout. We ship to the address exactly as entered. If you spot a mistake, email us immediately — if the parcel has not gone out we will fix it free. Once it has shipped, a reshipment to a corrected address is chargeable.

Risk of loss passes to you when the carrier takes the parcel, but we do not treat that as the end of the conversation.

• Tracking says delivered, nothing arrived — check with your household and neighbours, then email us. We will open a carrier investigation.
• Lost in transit — if the carrier confirms the loss, we replace the order at our cost.
• Damaged in transit — send us a photo of the parcel and the plushie and we will replace it. Do not send it back first.

Not strictly shipping, but this is where people look for it.

• Cleaning — spot clean with mild soap and cool water, then air dry. No washing machine, and definitely no tumble dryer: the heat flattens the plush and it does not come back.
• Robes and head coverings — where removable, hand wash separately and lay flat to dry.
• Fluffing — a soft baby hairbrush brings a squashed plushie back up beautifully.
• Storage — keep out of long direct sunlight; dyed fabric fades.

Anything about an order in transit, email hello@theplushiecompany.com with your order number and we will pick it up.