Frequently Asked Questions

Creating an account can make the checkout process much faster for future purchases – you won’t be prompted to enter your billing and shipping information each time you shop. To get started, click on Sign In at the top of the page.

Your password is an extra level of security for the private information you give us and will help protect against any unauthorized changes to your account after you complete the registration process.

For your security, we use the industry-standard Secure Sockets Layer (SSL) technology to prevent any private information you enter from being intercepted. Please see the online store Privacy Policy and Terms and Conditions for more information.

We accept Visa, Mastercard, and American Express credit cards. We also accept PayPal, ShopPay, and Venmo. Please note at times, payment methods may be restricted. You must be 18 or older to order. We cannot accept money orders, purchase orders, cash, or checks on online orders.

Shipping timelines vary based on shipping method. Please see our Shipping page for additional details.

To ship items to more than one address, please create a separate order for each shipping address.

Once an order is submitted, it cannot be changed or canceled. For details on initiating a return, please see our Returns page.

All credit holds for canceled orders will clear from your credit card within 7 – 10 business days.

You will receive an order number on your screen after submitting your order. You will also receive a confirmation email. We suggest you print this screen for future reference. You should receive an email confirmation within two hours of placing your order.

In order to receive an email confirmation, you must submit a complete, accurate email address with your online order.

Our goal is to ship your order as quickly as possible – subject to availability, receipt of payment, and credit authorization. We’ll inform you if an item is out of stock. If an item is back-ordered or on pre-order, it will be shipped as soon as it becomes available.

Please note that it may take up to 24 hours for new order information to appear online.

If you have questions, or need assistance with a return, please reach out to us with our contact us form.

Each box requires a separate label. Please add a label to each box.

If you would like to track your return, copy the tracking number on your label. Packages can be tracked at FedEx.com.

We will offer a refund for the purchase price plus applicable sales tax of the item(s) being returned. Shipping and processing fees are non-refundable. (Non-returnable and non-exchangeable items are expressly noted.)

Please allow a minimum of 3 – 4 weeks for your request to be processed once it has been received.

Made-to-order items are final sale and not eligible for returns or exchanges.

International shipping is not supported. Your shipping address can be located in the 50 United States, the District of Columbia, or territories of the United States. For more information, please see our Shipping page.

At this time, expedited shipping is not available for made-to-order items.

Made-to-order items fall under our standard Shipping Rates Policy.

For damaged/defective made-to-order items, please contact us for assistance with initiating a return.

It can take 3–7 business days to prepare a made-to-order item, after which it’s shipped out. The shipping time depends on your location but can be estimated as 3-4 business days. You will receive an email with a tracking number once your made-to-order item has shipped.

Made-to-order toys are final sale and not eligible for returns or exchanges.

Made-to-order toys are final sale and not eligible for returns or exchanges.

International shipping is not supported. Your shipping address can be located in the 50 United States, the District of Columbia, or territories of the United States. For more information, please see our Shipping page.

While expedited shipping is available, choosing an expedited shipping option does NOT reduce production time of your made-to-order toy. The made-to-order toy will ship via your chosen option after it’s been produced.

Made-to-order toys fall under our standard Shipping Rates Policy.

For damaged/defective made-to-order items, please contact us for assistance with initiating a return.

A made-to-order toy’s expected ship date will be displayed on the item’s product page and may be up to a year from your order date.

You will be notified before your made-to-order toy ships and provided with instructions if you need to update your shipping address. To ensure delivery of your package, shipping addresses can only be changed prior to ship date.

If the expected shipping date changes, and the revised date is more than 30 days after the original expected shipment date, you’ll be notified of the new expected shipping date with the opportunity to cancel your order and request a refund if desired.

All made-to-order items are final sale. We work hard to ensure that all orders are processed and delivered as soon as possible. In the case you wish to make any changes, you can reach out to us. Changes can only be made prior to ship date. Once we begin processing your order, no changes can be made.

We recommend you clear your browser history (cache/cookies). Once you've done this, close your browser, reopen it, and try again. If you are still experiencing problems, please contact us with the following information:

• The device you are using (e.g. PC, Macintosh, iPhone 11, Galaxy S21).
• The operating system and version (e.g. Windows 10, Mac, iOs 14.6, Android 11).
• The web browser you are using (e.g. Internet Explorer, Safari, Firefox, Chrome, etc.), including the browser version number.
• The date of your visit to the website.
• The specific error message you saw, if any.
• A detailed description of what happened.

Please see our Contact Us page.

Please review our Privacy Statement.