Frequently Asked Questions

How fast will my order ship?

We pack and hand off orders within one business day. Orders placed on a weekend or holiday go out the next business day. From there, Economy delivery runs 5 to 8 business days and Standard runs 3 to 4.

Do you offer free shipping?

Yes. Every U.S. order of $50 or more ships free by Economy. Under $50, rates start at $4.90 and are calculated by weight at checkout.

Do you ship internationally?

We do, worldwide. At checkout you will see live rates from USPS and DHL Express for your address. Customs duties and import taxes are the responsibility of the recipient, though DHL Express orders can prepay duties at checkout where available.

Are these genuine Douglas Cuddle Toys?

Yes. We are an authorized Douglas Cuddle Toys dealer and buy directly through the brand. Nothing here is secondhand, refurbished or a knockoff.

Can I wash it?

Care instructions vary by piece, so check the individual product page before you wash anything. Surface washing with a damp cloth and mild soap, then air drying, is the safest approach for most plush and will not mat the fur the way a machine cycle can.

Is this safe for a baby?

Our Baby Products collection is Douglas's line designed for infants. Everything else in the shop is made to the age guidance printed on the product, which is listed on each product page. If you are buying for a newborn, shop the baby collection or email us and we will point you at the right pieces.

What if my order arrives damaged or wrong?

Email us within 7 days of delivery with your order number and a photo. If the item arrived damaged, was defective, or we sent the wrong thing, we cover it: a prepaid return label or a full refund, whichever you prefer.

Can I return something I changed my mind about?

Yes, within 30 days of delivery, as long as it is unused, unwashed, tags attached and in its original packaging. Email us first for instructions and the return address. Return shipping on a changed-mind return is at your expense.

The one I want is sold out. Will it come back?

Often, yes. Douglas retires pieces from time to time, but most of what sells out gets restocked. Email us with the name or item number and we will tell you honestly whether it is coming back and roughly when.

Can you get something that isn't on the site?

Usually. The full Douglas catalog is much larger than what we stock. Describe what you are after, or send the item number if you have it, and we will check availability.