FAQ

Products & Handmade Features

Q: What materials are your toys made from? A: We use skin‑friendly high‑quality yarn, soft hypo‑allergenic filling and safe felt accessories. Some items contain small decorative parts. Please note adult supervision is highly recommended for children under 3 years old to avoid choking risk.

Q: How should I clean my handmade crochet toy? A: We recommend gentle spot‑cleaning with damp cloth and mild soap. Do not machine‑wash, machine‑dry or soak. Keep away from long‑time direct sunlight to prevent color fading.

Q: Do you accept custom‑made orders? A: We support limited color adjustment for existing listed styles. For fully original custom characters, please contact customer service in advance to confirm feasibility, price and lead‑time. Custom‑made goods are non‑returnable after production starts.

Order & Payment

Q: How long is the order processing time? A: Since most products are hand‑made to order, processing normally takes 5‑8 business days before shipment. During holiday peak seasons, processing may be extended for a few extra days.

Q: Which payment methods do you accept? A: We support mainstream credit cards and secure online payment channels on our website. All transactions are encrypted for your privacy protection.

Q: Can I cancel my placed order? A: You may apply for full cancellation within 24 hours after payment, before production begins. Once hand‑making has started, cancellation is not available because of material and labor costs for handmade items.

Shipping & Delivery

Q: Do you ship worldwide? A: Yes, we deliver to most countries and regions globally. Shipping cost will be automatically calculated at checkout according to destination and package weight. Goods are shipped from China.

Q: When can I receive my tracking number? A: Once your parcel is dispatched, we will send an email with tracking number. Please also check your spam folder if you do not receive notification.

Q: How long will international shipping take? A: International delivery normally takes 10‑25 business days after dispatch. Actual arrival time may be affected by customs clearance, local logistics, weather or public holidays. Buyers shall be responsible for local import duties or taxes charged by destination country.

Q: My package shows “delivered” but I have not received it. What can I do? A: Please first check with neighbors, property management or local post office. If you still cannot locate your parcel, contact our customer service with your order number for further assistance.

Return, Exchange & After‑sales

Q: What is your return policy? A: Ready‑stock items can apply for return or exchange within 14 days after delivery. Products must be unused, keep original package and tags. Custom‑made products are non‑refundable and non‑exchangeable. Return shipping cost is borne by buyers.

If you receive broken, damaged or defective items, please send photos within 3 days upon receipt, we will offer refund or replacement solutions for you.

Q: How can I contact customer support? What are your service hours? A: Our customer service is available daily from 9:00 AM to 9:00 PM (UTC+8). Please prepare your order number when submitting inquiries. We will reply to your message as soon as possible.