FAQ

1. How long does it take?

The delay varies with the number of orders pending at the moment when you put your order in. It varies between 3 and 20 days to ship. For a more precise delay, do not hesitate to contact us at nancy@brodali.ca or info@brodali.ca

2. Can you show me a preview before stitching on the plush? 

For orders that are not made with the real-time preview, you will be receiving a preview that needs approving before we stitch.

3. I have not received a preview, why?

We do need a few days to do the embroidery file and send it by email. If you think you should have received it and don't find it in your email or spam folder, please contact us at info@brodali.ca and we will resend it. 

If the embroidery is only for a first name and have no doubt about the spelling, we may proceed straight away with the embroidery to fast-track your order and it is the same if you had the real-time preview.Please write a note in your order if you do want a preview of the first name if it is the case.

4. How many ounces are in a pound? 

There are 16 ounces in a pound. You can do a conversion of kg to lbs here: http://www.rapidtables.com/convert/weight/kg-to-pound.htm

5. Can I get a rebate for a large order?

We are happy to offer a 10% discount for orders of $200 and more by entering the code 200ETPLUS at check-out.

6. What methods of payment are accepted?

We accept credit cards and paypal online. You may also select to pay by e-transfer (email money transfer). Instructions will be shown, including the email address where to send the payment and the answer.

7. Can I go see you to make my choices?

Absolutely! Since October 2016, we have a retail location at 331 St-Joseph in Gatineau (sector Hull, in front of the mall, office #201). You may come see and touch our plushes and choose the thread colours. To know our availabilities, please contact us directly.

8. There is a mistake on my plush, what do I do?

If we made a mistake (did not embroider the preview sent to you), please take a picture of the plush you have received and send it to info@brodali.ca including your order number. We will reship a new skin at our costs.

If the mistake was on the preview and it was approved, we can still make a correction. You can ship the skin back to us and we will unstitch and re-embroider it. Charges of 10$ per mistake do apply in addition to shipping fees. Contact us before shipping it to us.

9. How much is shipping?

Shipping is 7.95 for Ontario and Quebec, 9.95 for Canada-wide. Shipping to the USA and worldwide is 19.95.