PuffyNest FAQ
Ordering
How do I place an order?
Simply select your desired product, add it to cart, and proceed to checkout. You will receive an order confirmation email once your purchase is completed.
Can I modify or cancel my order after placing it?
Yes, but only within 12 hours after purchase. After this period, your order may already be processed or shipped and cannot be modified or cancelled.
Why did I not receive an order confirmation?
Please check your spam or promotions folder. If you still cannot find it, contact us at support@puffynest.com.
Shipping
Where do you ship from?
We ship from our local fulfillment centers located in the United States, United Kingdom, Germany, and France. Orders are automatically assigned to the nearest available warehouse based on stock and destination.
How long does delivery take?
Estimated delivery times:
United States: 3–7 business days
United Kingdom: 3–6 business days
European Union: 4–8 business days
Will I receive tracking information?
Yes. Once your order is shipped, a tracking number will be sent via email within 24–48 hours.
Why is my tracking not updating?
Tracking information may take 24–48 hours to activate after shipment. During transit, updates may temporarily pause depending on the carrier.
Do you ship internationally outside US and Europe?
Currently we primarily ship to the United States, United Kingdom, and major European countries. Expansion to other regions may be available in the future.
Delivery Issues
What if my package is delayed?
Delays may occur due to customs, weather conditions, or carrier issues. If your package is significantly delayed, please contact us and we will assist you.
What if my package is lost?
If your package is confirmed lost by the carrier, we will arrange a replacement or refund depending on the situation.
What if I entered the wrong address?
Please contact us within 12 hours after placing your order. After shipment, we cannot guarantee address changes or successful redirection.
Returns & Refunds
Do you offer returns?
Yes. We offer a 30-day return policy from the date of delivery for any reason, including change of mind.
What condition must items be in for return?
Items must be unused, in original packaging, and in resellable condition.
Who pays for return shipping?
If the issue is due to product defect, damage, or incorrect item, we cover all return shipping costs.
If the return is due to personal reasons, return shipping costs may be the customer’s responsibility.
What happens if I request a refund after shipment?
If your order has already shipped, we will first attempt to intercept the package with the carrier. If successful, a refund will be issued immediately. If not, you will need to receive the item and submit a return request.
How long does refund processing take?
Once the returned item is received and approved, refunds are processed within 5–10 business days.
Can I get a refund without returning the item?
In rare cases such as low-value items or verified issues, partial or full refunds may be issued without return at our discretion.
Products
Are your plush toys safe?
Yes. Our plush toys are made with safe, non-toxic materials suitable for everyday comfort, decoration, and gifting purposes.
Are the products suitable for children?
Yes, our plush toys are generally suitable for children, but we recommend supervision for very young children due to small parts or stitching details.
Will the product look exactly like the photos?
Minor variations in color, stitching, and size may occur due to manufacturing processes. Product images are for reference only.
Are your products handmade or factory made?
Our products are produced in professional manufacturing facilities with quality control standards to ensure consistency and safety.
Warehousing & Fulfillment
Why do you have multiple warehouses?
We use multiple warehouses in the US and Europe to reduce shipping time and improve delivery efficiency.
Will I always receive my order from my country?
Not always. Orders are shipped from the nearest available warehouse with stock. This allows faster delivery and better logistics efficiency.
Payment
What payment methods do you accept?
We accept major credit cards and secure online payment methods through trusted third-party processors.
Is my payment secure?
Yes. All payments are processed through encrypted payment gateways. We do not store full payment card details.
Returns for Damaged or Incorrect Items
What should I do if I receive a damaged item?
Please contact us within 7 days of delivery with clear photos or videos. We will provide a replacement or full refund.
What if I receive the wrong item?
We will immediately resend the correct item or issue a full refund, depending on your preference.
Customer Support
How can I contact support?
You can contact us at support@puffynest.com. We respond within 24–48 business hours, Monday to Friday.
Legal & Policy
Do you reserve the right to update policies?
Yes. We may update our policies at any time. Changes will take effect once published on our website.