FAQ's
Welcome to our FAQ, we are so happy to have you here and as a client.
We have tried to answer the most common questions.
How can I contact you?
To write to us, please fill out our email us at support@teddytales.com.cn , and one of our friendly customer care team will be very happy to help.
We love to hear any feedback you may have about any TeddyTales Babies or the service you have received when shopping with us.
When will my order ship?
Orders are sent straight away to be picked and packed as soon as the confirmation button is pushed! Once dispatched you will receive a dispatch email confirmation with tracking information.
For personalised items, please allow an extra 3-5 days (Monday-Friday) for your order to be dispatched.
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.
How long does it take for an order to be delivered?
During checkout, our website shows the available delivery methods for your destination, the price, and the estimated delivery time in working days. Working days do not include Saturdays or Sundays, or any Public Holiday.
Estimated delivery days are the number of days our delivery partners aim to deliver by but are not guaranteed.
While specific estimates are quoted at checkout, these are broadly in line with the following guidelines:
Monday to Friday:
USA: 7-9 Working Days
CA: 8-10 Working Days
EU: 9-11 Working Days
ASIA : 5-7 Working Days
INTERNATIONAL: 8-14 Working Days
Additional delivery information
Shipment dates are estimates with which our couriers work to achieve. If you live in an area experiencing an unexpected service delay (i.e., severe weather, natural disasters, unscheduled events, etc.), please note there may be additional shipping time to receive your order.
What do I do something is wrong with my order?
We aim for every delivery to arrive complete and in tip-top shape. If you are missing an item, have received the wrong order, or your TeddyTales Baby is damaged, please Email us as soon as possible.
Any issues must be reported within 7 days of receipt.
How do I make a return?
We accept returns at any time within 7 days of receipt for any reason, provided that the returned TeddyTales Babies are in the same condition as delivered, with the exception of personalised items.
Pleaese Email first (support@teddytales.com.cn) and we will help you to handle the return issue.
If I’m expecting a refund, when will I receive it?
Please expect to receive your refund within 10 working days (Monday - Friday) from receiving your return. We do our best to process returns as quickly as possible upon receipt to be refunded to the original payment method.
Of course, please do not hesitate to reach out to us if you have not received your refund after 10 working days and we will be happy to investigate for you.
How to verify TeddyTales® authenticity？
To protect your rights and ensure you have purchased a genuine TeddyTales® product, please follow the steps below to verify authenticity:
Method 1: Mobile Verification
1. Scratch off the coating on the anti-counterfeit label to reveal the full QR code.
2. Use your phone’s built-in camera or any QR scanner to scan the code.
3. Your browser will automatically open the verification page and display the authenticity result.
Method 2: Verification via Official Website
1. Visit the official TeddyTales® AUTHENTICITY CHECK page.
2. Scratch off the anti-counterfeit label to reveal both the QR code and the verification code.
3. Enter the verification code manually on the page and click “QUERY” to view the result.
If you encounter any issues, feel free to contact our customer service team: cs@teddytales.com