Shipping Policy

jeriycat Shipping Policy

At jeriycat, we’re dedicated to getting your soft, huggable plush toys—from Loveable Characters and Amuseables to personalised gifts—delivered safely and on time. Whether you’re ordering a teddy bear for a child’s birthday or a custom-embroidered toy for a special occasion, this Shipping Policy outlines our delivery guidelines, processing timelines, shipping options, and how we handle common shipping-related questions, so you know exactly what to expect.

1. Shipping Coverage

We currently offer shipping to the following regions. If your location isn’t listed, please contact our customer service team at service@jeriycat.com to inquire about potential delivery options:
  • United States: All 50 states, including Alaska, Hawaii, and Puerto Rico.
  • Canada: All provinces and territories (excluding remote areas with limited carrier service, where delivery may take additional time).
  • Selected International Countries: Australia, United Kingdom, France, Germany, Italy, Spain, Japan, and New Zealand. Note that shipping availability may vary by product—for example, larger plush sets (like holiday-themed toy bundles) or delicate personalised items may have restricted delivery to certain countries due to size, customs regulations, or handling requirements.

2. Order Processing Time

Before your jeriycat order ships, we need to process and prepare it with care—especially for personalised toys that require embroidery or custom details. Our standard processing times are as follows:
  • Standard Orders (Non-Customized Items): Processed within 1–2 business days. Business days are Monday through Friday, excluding weekends and major holidays such as Christmas, Thanksgiving, and New Year’s Day.
  • Customized/Personalized Items: Take 3–5 business days to process. This includes toys with embroidered names, dates, or custom messages (e.g., a teddy bear with “Happy Birthday Lily” stitched on the paw) or made-to-order designs, as they require extra time for personalization and quality checks.
  • Peak Seasons: During high-demand periods (like Black Friday, Cyber Monday, or the holiday gift-giving season), processing times may extend to 2–3 business days for standard orders and 5–7 business days for customized items. We’ll notify you via email if there are significant delays beyond these timelines, so you can adjust gift plans if needed.
Important Note*: Processing time is separate from shipping time. Your order will be shipped once processing is complete, and you’ll receive a shipping confirmation email with tracking details at that point.

3. Shipping Options & Timelines

Once your order is processed, we offer multiple shipping options to suit your needs—each designed to balance speed and care for your plush toys. Delivery times are estimated and may vary based on your location, carrier delays (such as weather, customs hold-ups, or peak shipping periods), or the size of your order (e.g., a large Amuseable collection may take slightly longer to deliver).

3.1 United States Shipping

  • Standard Shipping: Estimated delivery time is 3–5 business days. This option is available for all plush toys, including small Amuseables and medium-sized Loveable Characters.
  • Expedited Shipping: Estimated delivery time is 2–3 business days. This option is ideal if you need a toy for a last-minute gift (e.g., a birthday or baby shower) and is available for all products. An additional fee is applied at checkout, calculated based on the weight and destination of your order.
  • Overnight Shipping: Estimated delivery time is 1 business day, but only if you place your order by 12 PM UTC (Monday–Thursday). This option excludes oversized plush items (e.g., extra-large teddy bears over 24 inches) and requires an additional fee. Orders placed after 12 PM UTC or on weekends/holidays will ship the next business day.
For Alaska, Hawaii, and Puerto Rico: Standard shipping takes 5–7 business days, while expedited shipping takes 3–4 business days. For PO Boxes and APO/FPO addresses, only standard shipping is available (with a delivery time of 3–7 business days), as expedited carriers do not deliver to these locations.

3.2 Canada Shipping

  • Standard Shipping: Estimated delivery time is 5–7 business days, delivered via Canada Post or UPS. This option is suitable for most plush toys, including personalised items.
  • Expedited Shipping: Estimated delivery time is 3–4 business days, delivered via UPS or FedEx. An additional fee is applied at checkout, based on the order’s weight and your province/territory.

3.3 International Shipping (Selected Countries)

  • Standard International Shipping: Estimated delivery time is 7–14 business days, delivered via DHL or local postal services (e.g., Royal Mail for the UK, Australia Post for Australia). This option is available for most plush toys, though delivery may take longer to remote areas.
  • Express International Shipping: Estimated delivery time is 3–5 business days, delivered via DHL Express. This option is recommended for urgent international gifts (e.g., a custom toy for a family gathering abroad) and requires an additional fee, calculated based on the destination country and order weight.
International Customs Note*: International orders may be subject to customs duties, taxes, or import fees imposed by your country’s government. These fees are the responsibility of the recipient—jeriycat does not cover or collect these fees at checkout. Customs processing times can vary (typically 1–3 business days) and may extend the total delivery time beyond our estimated timelines. We recommend checking your country’s customs regulations before placing an order to avoid unexpected charges.

4. Shipping Costs

Shipping costs are calculated at checkout based on three factors: your delivery location (domestic vs. international, urban vs. remote), the weight and size of your order (e.g., a single Amuseable vs. a set of 5 plush toys), and the shipping option you select (standard vs. expedited). You’ll see the exact shipping cost for your order before completing your purchase, so there are no unexpected fees.
For international orders, shipping costs also include handling fees to cover the extra care required for cross-border delivery (e.g., secure packaging to protect plush fabrics during transit, customs documentation preparation).

5. Order Tracking

Once your jeriycat order ships, you’ll receive a shipping confirmation email at the address you provided during checkout. This email includes two key details:
  • A unique tracking number provided by the shipping carrier (such as USPS, UPS, DHL, or Canada Post).
  • A direct link to the carrier’s website, where you can enter the tracking number to view real-time updates on your order’s status (e.g., “In Transit,” “Out for Delivery,” “Delivered,” or “Customs Clearance”).
If you don’t receive the shipping confirmation email within the expected processing time (e.g., 2 business days for standard orders, 5 business days for personalised items), here’s what to do:
  1. Check your spam or junk folder—emails from online retailers (including shipping updates) are often filtered here by mistake.
  1. Log into your jeriycat account and navigate to the “My Orders” section. Tracking details are updated here once your order ships, even if the confirmation email is delayed.
  1. Contact our customer service team at service@jeriycat.com with your order number and registered email address, and we’ll resend the tracking details or investigate the issue (e.g., if a personalised toy is still in the final stages of embroidery).

6. Shipping Address Changes

We can update your shipping address only if your order has not yet been shipped (i.e., it’s still in the processing stage). To request an address change:
  1. Email our customer service team at service@jeriycat.com with the subject line “Shipping Address Change.”
  1. Include your original shipping address, the new address (with all details like apartment numbers, postal codes, or region names—critical for international deliveries), and your order number.
  1. Our team will review your request and confirm if the change is possible within 24 business hours. If your order has already been packed or shipped, we cannot modify the address—you’ll need to contact the shipping carrier directly (using the tracking link in your confirmation email) to request a redirect (carriers may charge a fee for this service).
Important*: Double-check your shipping address before placing an order—errors like missing apartment numbers or incorrect postal codes can lead to delivery delays or returned packages. We are not responsible for orders delivered to the wrong address due to incorrect information provided at checkout.

7. Handling Shipping Issues

7.1 Lost or Missing Packages

If your tracking information shows “Delivered” but you haven’t received your package, follow these steps:
  1. Check with family members, neighbors, or building management—carriers often leave packages with a trusted person or in a secure location (like a porch, mailbox, lobby, or parcel locker) to avoid theft.
  1. Wait 24 hours—sometimes carriers mark packages as “Delivered” a day early to reflect that they’re out for delivery, or there may be a delay in updating tracking status.
  1. If the package is still missing after 24 hours, contact our customer service team at service@jeriycat.com with your order number and tracking number. We’ll file a claim with the shipping carrier to investigate the missing package. Once the carrier confirms the package is lost, we’ll either reship your order (at no additional cost) or process a full refund—whichever you prefer.
For packages marked “In Transit” but delayed beyond the estimated delivery time (e.g., 7+ days for standard US shipping, 14+ days for international shipping), reach out to us with your tracking number. We’ll follow up with the carrier to resolve the delay (e.g., address a hold at a sorting facility) and update you on the expected delivery date.

7.2 Damaged Packages

If your order arrives with damaged packaging or damaged plush toys (e.g., a crushed Amuseable due to rough handling, a torn embroidery patch on a personalised bear, or a toy with flattened filling from compressed packaging), take these steps:
  1. Take clear photos of the damaged packaging (including the shipping label—critical for carrier claims) and the damaged toy(s). These photos help us resolve the issue quickly and file a claim with the shipping carrier.
  1. Email the photos to service@jeriycat.com within 48 hours of delivery, along with your order number and a brief description of the damage (e.g., “Amuseable avocado arrived with a torn seam,” “Teddy bear’s eye is loose due to damaged packaging”).
  1. Our team will review the photos and, within 24 hours, offer a solution: either a free replacement of the damaged toy (shipped via the same shipping option as your original order) or a full refund. You won’t need to return the damaged item unless we specifically request it—we want to avoid extra hassle for you, especially if the toy was intended as a gift.

8. Undeliverable Packages

A package may be marked “Undeliverable” by the carrier for several reasons, including:
  • An incorrect or incomplete shipping address (e.g., missing apartment number, wrong postal code, or unrecognized street name).
  • The recipient was not available to accept delivery (for signature-required packages, common for high-value or international orders).
  • The address is a restricted delivery location (e.g., a remote area with no carrier service, or a PO Box that can’t accept oversized packages).
If your package is undeliverable:
  1. The shipping carrier will typically attempt delivery 2–3 times (depending on the carrier and location) before returning the package to jeriycat.
  1. Once we receive the returned package, we’ll email you to confirm the issue and offer two options:
    • Reship the package to a corrected address (you’ll need to cover any additional shipping costs, as the undeliverable issue was due to incorrect information or missed delivery).
    • Process a full refund (minus the original shipping cost, as we already incurred expenses to ship the package initially).
Note*: We hold undeliverable packages for 30 days after receiving them back—if we don’t hear from you within this period, we’ll process a refund (minus original shipping costs) automatically.

9. Policy Updates

We may update this Shipping Policy from time to time to reflect changes in carrier rates, shipping coverage (e.g., adding new countries), processing times (e.g., adjusting timelines for personalised toys), or customer feedback. When we make updates:
  • We will revise the “Last Updated” date at the bottom of this page.
  • For significant changes (e.g., adjusting shipping fees, adding new shipping options, or modifying international coverage), we will notify customers who have placed orders in the past 30 days via email.
Your continued use of our website or services after the policy is updated constitutes your acceptance of the revised terms.

10. Contact Us

If you have questions about this Shipping Policy, need help tracking an order, or have a shipping-related issue (like a delayed or damaged plush toy), please contact our customer service team:
  • Email: service@jeriycat.com
  • Response Time: We aim to reply to all shipping inquiries within 24 business hours—we’ll keep you informed every step of the way, just like we do with your plush toy orders.