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 email@example.com or firstname.lastname@example.org
2. Can you show me a preview before stitching on the plush?
For every customized item purchased, you will receive a preview by email 1-3 business days after making your order.
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 email@example.com 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 $100 and more, 15% at 150$ and up, 20% at 200$ and 30% if you order 300$ or more. The discounts will be applied automatically at check-out. Contact us if it doesn't do it properly.
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 110 Adrien-Robert in Gatineau (sector Hull, behind Sport Échange). 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 firstname.lastname@example.org 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?
All our orders are shipped with either Canada Post or Purolator. All orders ship FREE anywhere in Canada.
We do not ship outside of the country.
If your parcel comes back to us because it was not picked up or because we had the wrong address, you will be asked to cover the fees of $10 to reship it. No change of address can be done after orders have shipped.