Frequently Asked Questions (FAQ)
About the product
1. What materials are your plush toys made of?
We focus on using high-quality, environmentally friendly materials. The outer fabric of all our plush toys is primarily made of ultra-soft faux cashmere, velvet, or premium polyester fiber, while the filling is made of highly elastic, safety-compliant PP cotton, ensuring an extremely soft touch and long-lasting shape retention.
2. What about the craftsmanship and details of the dolls?
Each doll is meticulously designed and handcrafted. We focus on exquisite facial embroidery, sturdy joint stitching, and unique design to ensure they are beautiful, durable, and suitable as stylish gifts or collectibles.
3. What occasions are these products suitable for?
Our plush toys are the perfect medium for conveying emotions. They are ideal as:
- Heartwarming gifts: Birthdays, anniversaries, graduation gifts, or expressions of affection.
- Home décor: Add a touch of softness and charm to your sofa, bedroom, or study.
- Personal companionship: Provide comfort and relaxation.
- Themed collections: We regularly release limited-edition collections to satisfy collectors.
Regarding orders and delivery
4. What is the delivery time? How is the cost calculated?
Shipping Time: Orders will be shipped from the warehouse within 1-3 business days.
Transportation Time: Standard shipping to major areas in the US and Canada takes 7-15 business days; to Europe, it takes 10-20 business days. Specific delivery times vary depending on the destination.
Shipping Costs: Free worldwide shipping on orders over $50. Orders below this amount will be charged based on the address and weight. Please check the checkout page for the exact amount.
5. Do you offer international shipping? Who bears the customs duties?
We offer worldwide shipping. We ship on a DDP (Delivered Duty Paid) basis to some major destinations (such as the US, EU, UK, etc.), meaning the price you pay includes all customs duties and taxes, and you will not need to pay any additional fees upon receipt. For other regions, we will clearly indicate the relevant import tax liability; please refer to the information on the checkout page.
6. How do I check my order status?
After your order is shipped, you will receive a confirmation email containing your tracking number and a tracking link. You can use this tracking number to track your shipment on our website under "Account > Order Tracking" or on the carrier's website: 4PX.
After-sales service
7. What if I receive a defective product?
We have strict quality control, but if you receive a product with obvious manufacturing defects, please contact us via customer service email within 5 days of signing for the package, attaching product photos and an unboxing video. After verification, we will arrange an exchange or provide a solution.
8. Can I return or exchange the product?
As our products are related to personal feelings and hygiene, for hygiene and safety reasons, we generally do not accept returns or exchanges for products without quality issues. Please carefully review the product description and pictures before purchasing. If it is a quality issue on our part, we will do our best to resolve it according to point 7.
9. How should I clean and care for the product?
We recommend gentle surface washing or hand washing in cold water. Do not soak for extended periods, use bleach, or tumble dry at high temperatures to avoid damaging the fabric and shape. After washing, lay flat to air dry in a cool, ventilated place, and you can gently pat it to restore its fluffiness.
Other
10. How can I contact you?
For any questions not listed here, you can contact our customer service team through the following methods (for non-order inquiries, please use email first):
Email: tn@toyneighbor.com
WhatsApp: +8615626922120