Customer Service Policy

jeriycat Customer Service Policy

At jeriycat, we believe care should be as soft and heartfelt as our plush toys. Since 1999, we’ve not only crafted the softest stuffed companions but also built a customer service team dedicated to sharing joy—whether you need help finding the perfect Amuseable for a gift, have questions about a personalised teddy bear, or need support with an order. This policy outlines how we’ll support you, our commitment to your experience, and the ways to connect with us.

1. Our Service Promise

Every interaction with our team is guided by three core values—just like our plush toys:
  • Warmth: We treat you like part of the jeriycat family, listening carefully to your needs (whether it’s a last-minute gift request or a concern about a toy’s softness) and responding with kindness.
  • Promptness: We aim to acknowledge all inquiries within 24 business hours (Monday–Friday, 9:00 AM–5:00 PM UTC). For urgent matters—like a missing order for a child’s birthday or a damaged personalised toy—we’ll prioritize resolution and follow up within 12 hours.
  • Transparency: We’ll share clear, honest information about your order (e.g., shipping timelines for a custom-embroidered bear), product details (like fabric care for an Amuseable avocado), or returns. If there’s a delay (e.g., a popular Loveable Character is backordered), we’ll notify you right away and offer solutions.

2. How to Reach Us

We offer simple, accessible ways to connect—so you can get help in the way that’s easiest for you:
  • Email: Our primary support channel is service@jeriycat.com. This is the best way to share details (like your order number, photos of a plush toy, or requests for personalised designs) and get a detailed, documented response. Whether you’re asking “How do I clean my jeriycat bunny?” or “Can I change the embroidery on my order?”, we’ll reply with clear answers.
  • Account Messages: If you have a jeriycat account, you can send a direct message via the “My Account” section (under “Support”). Your conversation will be stored in your account for easy reference—great for tracking updates on a return or a custom gift request.
  • FAQs & Self-Service: For quick answers to common questions—like “What’s the return policy for personalised toys?”, “How long does shipping take?”, or “Are jeriycat toys safe for babies?”—visit our FAQs page. We update this page regularly to cover topics like plush fabric care, embroidery options, and gift wrapping details.
Note: While we focus on email and account support to ensure thoughtful, personalized help, our FAQs are updated weekly to address the questions our community asks most—perfect for when you need a quick answer!

3. Order Support

3.1 Order Tracking

Once your jeriycat order ships (whether it’s a Loveable Character, Amuseable, or personalised gift), you’ll receive a confirmation email with a unique tracking number and a link to monitor delivery. If you don’t get this email within 48 hours of placing an order, or if tracking info is missing:
  1. Check your spam/junk folder—emails about plush orders are often filtered, especially if you’re using a new email address.
  1. Log into your jeriycat account and go to “My Orders”—tracking links are updated here as soon as they’re available.
  1. Email service@jeriycat.com with your order number and registered email address, and we’ll resend the tracking details or look into the issue (e.g., if a custom toy is still being embroidered).

3.2 Order Changes & Cancellations

  • Cancellations: You can cancel an order for a full refund within 24 hours of placing it—as long as the order hasn’t been processed (e.g., a personalised bear hasn’t started being embroidered, or an Amuseable hasn’t been packed). After 24 hours, if production or packing has started, cancellation may not be possible (we’ll let you know right away if this is the case). To cancel, email us with your order number and subject line “Order Cancellation Request.”
  • Changes: We can adjust details like shipping address, plush color, or embroidery text only if the order hasn’t shipped or started production. For example, if you ordered a pink Amuseable cupcake but want blue, or need to update your address before a personalised bunny ships, email us with your order number and the new details. We’ll confirm if the change is feasible (we’ll check stock for color swaps or embroidery timelines for text changes) within 12 hours.

4. Returns & Exchanges

We want every jeriycat plush to be a beloved companion—so if a toy doesn’t meet your expectations, we’ve made returns and exchanges simple:

4.1 Eligibility

  • Returns: Items can be returned for a full refund within 30 days of delivery, provided they:
    • Are unused, unwashed, and in their original packaging (with tags, plastic wraps, and any included accessories—like a gift bag for a personalised bear—intact).
    • Are not damaged due to misuse (e.g., a stuffed bunny with torn seams from rough play, or an Amuseable that’s been washed in hot water).
    • Are not custom or personalised items (unless the personalization is incorrect—e.g., we embroidered the wrong name—or the toy is defective).
  • Exchanges: If you received the wrong plush (e.g., a fox instead of a penguin) or a defective toy (e.g., a loose eye on a teddy bear), we offer free exchanges within 30 days of delivery. We’ll send the correct or replacement toy at no cost, and cover the return shipping for the faulty item.

4.2 Return/Exchange Process

  1. Email service@jeriycat.com with:
    • Your 8-digit order number (found in your confirmation email or account).
    • Reason for return/exchange (e.g., “Wrong Amuseable style,” “Defective stitching on bunny,” “Gift recipient changed their mind”).
    • Photos (if applicable: e.g., a photo of the defective seam, the unopened packaging, or the wrong toy next to your order confirmation).
  1. Our team will review your request within 24 hours and send a Return Authorization (RA) number—plus a pre-paid shipping label (for exchanges or defective items)—to your email.
  1. Pack the plush securely (use the original box if possible) to protect it during transit (we know how special these toys are!). Attach the RA label to the package, and include any free items or gift bags that came with the order.
  1. Ship the package to the address in the RA email (we recommend a trackable service to ensure it arrives safely—keep the tracking number for your records).
  1. Once we receive and inspect the plush (usually 3–5 business days after delivery to our warehouse), we’ll:
    • Process a refund to your original payment method (allow 5–7 business days for the refund to appear).
    • Ship your exchange item (we’ll send a tracking number once it’s on its way—perfect for knowing when your new plush will arrive!).

5. Product Support

jeriycat plush toys are made to be loved for years—so we’re here to help you care for them, too:
  • Fabric & Care Questions: If you’re unsure how to clean an Amuseable (e.g., “Can I machine wash my jeriycat avocado?”) or want tips to keep a personalised bear soft, email us—we’ll share care instructions tailored to the toy’s fabric (e.g., minky vs. velvety plush).
  • Safety Inquiries: For parents asking about toy safety (e.g., “Is this Loveable Character safe for a 6-month-old?”), we’ll share details about our global safety certifications, non-toxic materials, and age recommendations.
  • Personalization Help: If you’re stuck on embroidery text (e.g., “What’s the maximum number of characters for a teddy bear’s paw?”) or want to adjust a design, our team will guide you through options to make your gift extra special.

6. Feedback & Your jeriycat Story

Your thoughts and stories matter to us—whether you’re sharing how your child sleeps with their jeriycat bunny every night, or suggesting a new Amuseable design (we love hearing ideas!). Here’s how to connect:
  • Feedback Emails: Send your thoughts to service@jeriycat.com with the subject line “Feedback.” We read every message and share key insights with our design and product teams (e.g., if many of you ask for a larger Amuseable coffee cup, we’ll add it to our list!).
  • Share Your Story: If you want to tell us about your jeriycat memories (e.g., “My personalised bear was a gift for my wedding, and now it’s our baby’s favorite toy”), email us—we may even feature your story on our social media (with your permission!) to share joy with other plush lovers.
  • Post-Purchase Survey: You’ll get a short survey via email 7 days after your order arrives. This anonymous survey asks about your shopping experience, how you like your plush, and what you’d like to see next—your answers help us make jeriycat even better.

7. Policy Updates

We may update this Customer Service Policy to reflect changes in our business (e.g., new personalization options, expanded shipping) or your feedback (e.g., adding more support for gift wrapping questions). When we make updates:
  • We’ll revise the “Last Updated” date at the bottom of this page.
  • For significant changes (e.g., adjusting return timelines or adding a new support channel), we’ll notify customers via email (if you’ve opted in to communications) or a pop-up notice on our website.

8. Final Note: Our Family Promise

At jeriycat, customer service isn’t just about solving problems—it’s about being part of your joy. Whether you’re buying a first plush for a newborn, a nostalgic toy for yourself, or a personalised gift for a loved one, we’re here to make the experience as warm and easy as a hug from your favorite jeriycat toy.
Thank you for trusting us with your moments of joy—we can’t wait to help you create more.
Have questions, need help, or want to share your jeriycat story? Reach out anytime at service@jeriycat.com—we’re here for you.