Hello! How can
we help you?

Frequently Asked Questions

Our small team is ready to help. Email us at hi@teddyandbear.com, DM us @teddyandbearkids or check out the FAQs below. We are here to make sure that you love your purchase.

1Help! I reached out over Instagram/email but I haven’t heard back.

Not to worry, we are on it! You can email all questions about specific products or orders (or just to say hi!) to hi@teddyandbear.com. Due to the Holiday season our inbox might be a bit fuller than usual but know that we will get back to you as soon as we can!

Please note that our customer service is operational Monday through Friday during standard business hours (EST). Any inquiries made after hours or on the weekends will be answered the following business day.

2What payment methods are accepted?

We currently accept all Visa, Mastercard, American Express, JCB, Discover, and Diners Club debit and credit cards for payment. We also accept Amazon Pay and PayPal.

3When will my order arrive?

When you place your order, you will receive our best estimate of the date by which your order will arrive. We currently expect orders to ship within 1 week of your purchase date. However, given the uncertainty of the coronavirus pandemic, we ask for your patience with any potential delays on orders on behalf of our carrier partners. Customers will receive an email to the address of purchase as soon as your order ships, and if we have word of any delay.

4How much is shipping?

See below for our pricing structure on standard ground shipping:

$0 - 6 = $2 shipping

$7 - 40 = $5 shipping

$40 - 75 = $7 shipping

$75 + = $10 shipping

5How can I track my order?

Once we’ve shipped your order we’ll email you a link to follow Teddy & Bear’s journey to your doorstep. Please note: you may receive multiple tracking numbers! That just means you’ve purchased one or more items that are a part of our Teddy & Bear Marketplace, all of which ship separately.

6Why is my order shipping in separate packages?

You may notice that your order comes in separate shipments! Teddy & Bear is proud to partner with many of our favorite brands to bring you our Teddy & Bear Marketplace. 

This is a drop ship program, meaning each of our partner brands ships their items from their own workshops and studios all over the country. So, if you've ordered items as a part of our Marketplace, they will ship separately from each other. You’ll receive a tracking number for every separate shipment.

7What happens if I only received part of my order?

Oh no! Shoot our team a note at hi@teddyandbear.com with photos so we can help you find the rest of your furry friends. Keep in mind that many things purchased from our Marketplace will ship separately from your Teddy & Bear products!

8What if I want to cancel my order?

Cold feet? Oh no! Unfortunately, once payment is processed your order is currently being fulfilled by our warehouse. Feel free to contact hi@teddyandbear.com and we will be happy to assist you with a return.

9What is your return and exchange policy?

Visit our Return Policy page to see our full policy and exceptions.

Please note that our Marketplace partner Tender Leaf Toys does not accept remorse returns at this time.

All items must be returned unused and in their original packaging within 30 days of receipt. If you would like to request a return, simply reach out to us at hi@teddyandbear.com and detail the following in your email: 


Order Number

Item(s) to return

Reason for return

We will arrange the return on your behalf and send you a returns label!

We are unfortunately unable to accommodate exchanges at this time. Please follow the return process and we will help you place a new order.

10Can I return something that was purchased with a discount code or promotion?

Yes, discounts do not affect our return policy and you will be refunded for the original total paid for your order, minus shipping.

11Do you offer extended returns during the Holidays?

We do! Orders placed between November 25th and December 15th have an extended return period through January 15th. Some exclusions apply and all other return policies apply. All returns must be unused, unopened, and in their original packaging. To inquire about making a return please email us at hi@teddyandbear.com.

Please visit our Return Policy page to see our full policy.

12How do I find out about promotions and discounts?

We love keeping everyone in the loop, and that includes you! Sign up for emails with the “Subscribe” link at the bottom right corner of this (and any!) page.

Additionally, follow us on Instagram, @teddyandbearkids, and our other social media channels for updates and insider information.

13What are your COVID-19 policies?

You’re basically family now, and your family’s safety is extremely important to us. All of our awesome partners and manufacturers follow the three W’s: wash your hands, wear a mask and wait 6 feet apart when in facilities.

14What are your socks made with?

Our socks are made with super soft, high quality supima cotton and dyed with a special Fiber Reactive dye that is machine washable. The specific formula will vary by size: 

Ages 0-2: 85% cotton, 13% nylon, 2% lycra. 

Ages 3-6: 84% cotton, 14% nylon, 2% lycra.

15Can I machine wash my socks?

Totally! To keep your friends vibrant and playful just follow these care instructions:

Machine wash on cool

Tumble dry on low

Do not iron or bleach

16What if I lost one of my socks?

Unfortunately, we don’t sell single socks at this time.