FAQs

Last Updated: May 16, 2026
Welcome to our FAQ section! Here you'll find answers to the most common questions about Jellyorcat, our products, orders, shipping, and returns. If you can't find what you're looking for, please don't hesitate to .

General Questions

Q: What is Jellyorcat?

A: Jellyorcat is your premier online destination for high-quality, premium plush toys. We offer a wide range of cuddly companions, from adorable bears to various animal friends, designed to bring comfort and joy to all ages. Learn more about us on our .

Q: Are your plush toys safe for children?

A: Yes, all Jellyorcat plush toys are made with premium, child-safe materials and undergo rigorous quality checks to ensure they meet safety standards. They are designed for durability and safe play.

Order & Payment

Q: What payment methods do you accept?

A: We accept major credit/debit cards (Visa, MasterCard, American Express, Discover) and Shopify Payments. We may also offer other digital payment options. All transactions are processed securely in United States Dollars (USD). For more details, please refer to our .

Q: How do I know my order is confirmed?

A: After successfully placing your order and completing payment, you will receive an order confirmation email at the address provided during checkout. Please keep this email for your records.

Q: Can I cancel or change my order?

A: If you need to cancel or change your order, please contact us immediately at or call us at . We will do our best to accommodate your request, but please note that once an order has been processed for shipping, we may not be able to make changes.

Shipping & Delivery

Q: Where do you ship?

A: We currently ship to the United States, Switzerland, Hong Kong SAR, Mexico, and Poland. For more information on our shipping destinations, please visit our .

Q: Do you offer free shipping?

A: Yes, we are pleased to offer Free Shipping on all orders to our supported shipping destinations.

Q: How long will it take to receive my order?

A: Orders are processed within 1-3 business days (Monday - Friday). Once shipped, transit time is typically 5-8 business days. Therefore, the total estimated delivery time is 6-11 business days. You can find more details on our .

Q: How can I track my order?

A: Once your order ships, you will receive a shipping confirmation email with a tracking number. You can track your order directly on our website at .

Returns & Refunds

Q: What is your return policy?

A: We offer a 30-day return window from the date you receive your item. To be eligible, items must be unused, in original packaging with tags attached. For full details on how to initiate a return and eligibility, please review our .

Q: How do I return an item?

A: To initiate a return, please contact our customer support team at or call us at . We will provide you with an RMA number and instructions.

Q: Who pays for return shipping?

A: Customers are responsible for return shipping costs unless the item received is incorrect or defective. We recommend using a trackable shipping service.

Q: How long does it take to get a refund?

A: Once your return is received and inspected, if approved, your refund will be processed to your original method of payment within 5-10 business days. Refer to our for more information.

Contact Us

Q: How can I contact customer support?

A: You can reach us via email at , by phone at , or through our Live Chat feature on the website during business hours. Our customer support hours are Monday – Friday, 9:00 AM to 5:00 PM (Eastern Time). Visit our for full details.