When will you restock?
Currently, there are no restocks planned for any previously released plushes. Most plushes are limited quantities made for a single release. If there is significant interest expressed in any plushes, a restock may be possible in the future! Information about upcoming restocks will be shared on social media.
The latest updates on the progress of plush production will be shared on my Twitter @nelloshep!
What is a preorder?
Preorders fund the production of an item. This means we do not have the physical item on-hand yet, and it will take time for the item to be produced and shipped to us, so we can send them to you. Plush preorders have a longer production time than smaller items, please expect up to 5 months of wait time in the event of delays out of our control.
Where is my plush?
All plushes are now in-stock and will be shipped within 1-3 days. When your order is handed to the USPS, a tracking number will be sent to the e-mail address you purchased with. We have no control over what happens to your item nor any knowledge about it once it is given to the USPS, so checking your tracking number will be your best bet. Unexpected delays in shipping may occur which are beyond our control and we cannot offer refunds in the event shipping takes a long time.
International purchases are currently only available to Canada and Mexico; other countries may purchase on Etsy. International orders should anticipate longer shipping times and you may be required to pay import fees to your local customs office. Any relevant duties must be paid to ensure delivery as we cannot collect these fees up-front; please review your local import laws before purchasing.
If you do not receive a tracking number via email within 3 days of purchase, please reach out at [email protected] or on Twitter with your order number and we will send you your tracking number!
Can I change my mailing address or other details of my order?
Yes, as long as your package has not already been sent. If your mailing address is changing or you need to adjust details like your e-mail address (this is where your tracking number will be sent to) or name etc, please e-mail [email protected] or send a direct message on Twitter with your order number. Once your package has shipped, the destination cannot be changed.
We are not liable for items lost as a result of incorrectly written addresses. Please make sure your address is correct when submitting your order! If you are not sure if your address is written or formatted correctly, send a message before it's shipped and we can check it for you. It's OK even if english is not your native language, you may message in the language you are most comfortable with and we will help ensure your parcel arrives safely. あなたが私の店からの注文時にあなたのアドレスを書く助けが必要な場合は私にメッセージを送ってください！私はあなたを助けるでしう！ @nelloshep
My package was returned to you/not delivered! What can I do?
Sometimes packages are returned due to the post office being unable to reach you for delivery, or due to unpaid VAT. If your package was returned from a USA address, you may contact us for a one-time free redelivery. We may attempt to contact the e-mail you ordered with if this occurs; if we receive no reply within 1 week, your order will be refunded.
Packages returned from an international address will be refunded within one week of arrival. We cannot personally re-deliver them due to the high cost of international shipping. However, if you would like to try again, you can contact us to arrange a re-delivery and pay the shipping fee again. If the package is rejected a second time, we can only refund the original amount of the item(s) purchased, we cannot refund any shipping fees!
Packages which are damaged or lost by your local postal delivery service, or as a result of an improperly written address, are near impossible for us to assist with and are not eligible for refunds. In the event your package is marked as "Delivered" but is nowhere to be seen, please reach out to your local postal delivery service listed on your tracking number for help. If you aren't sure which service to contact, please email [email protected] or send a direct message on Twitter with your order number and we will help direct you to the postal service used to deliver your parcel. Orders to the USA are delivered by the United States Postal Service (USPS).
Do you offer refunds or returns?
Returns are not available. Refunds are available as long as your order has not been shipped yet, you can email [email protected] or send a direct message on Twitter to request an order cancellation.
Please note: chargebacks genuinely threaten our livelihood and may result in our being blocked from selling online. We understand some things may happen which are outside of our control, so please do not be afraid to contact us in difficult circumstances.
I have a problem the FAQ hasn't answered!
Please e-mail [email protected] or send a direct message on Twitter or Bluesky with any issue that arises with your order!
Shipping / Payments / Privacy Information
Shipping - Preorders will be shipped by or before October 2025; in-stock orders will be shipped within 1-3 days. Tracking numbers will be emailed to the email used at checkout by the end of October 2025 or within 3 days. VAT is not paid at checkout and must be paid locally for successful delivery to any country with relevant VAT laws. Expedited shipping, local pickup, gift wrapping and custom notes are not available. Orders ship from California, USA via the United States Postal Service (USPS). USA orders are shipped by Ground Advantage; international orders are shipped by USPS First-Class Package International. Due to changes in shipping prices which may occur between the date of order transaction to the date of shipping, shipping costs are estimated based on potential shipping price increases. International residents outside of Canada and Mexico can only order on my Etsy shop. Due to the newly implemented GPSR, shipping to the EU and EEA is not available.
Payments - All product prices are listed in USD. To comply with California nexus laws, all purchases made in the state of California are charged the current California sales tax rate at the time of purchase. Refunds are available before shipment, returns are not available (see above, 'Do you offer refunds or returns?')
Privacy - Payments are securely processed with Stripe, which permits Apple Pay, Google Pay, domestic and international card useage, etc. All payment information inputted at checkout is securely handled by Stripe and/or the aforementioned payment processors, I do not have any access to your payment information. This shop uses SSL, which adds a layer of security when you enter your information at checkout to ensure your information is safely stored. Order information is ONLY used to generate a shipping label or to email you in the event of a failure to deliver and will be discarded within 1 year of submission. Please review this store's privacy policy, Stripe's privacy policy and terms of service, as well as Big Cartel's terms of service and privacy policy or reach out to me at [email protected] for any questions or concerns.