Frequently Asked Questions (FAQs)

Reference policies
Privacy Policy
Returns & Refunds Policy
Shipping Policy
Payment Method
Terms & Conditions

Ordering & Shipping

1. How can I place an order?
Select your favorite plush toy, click Add to Cart, and complete checkout via PayPal (PayPal Wallet / PayPal Express / Cards via PayPal where available). You’ll receive an order confirmation by email.

2. Do you ship nationwide?
Yes—nationwide in Vietnam and to the continental United States.

  • Vietnam: Free standard shipping on all orders.

  • United States (continental): US$5 flat for standard shipping.
    See our Shipping Policy for details.

3. How long does shipping take? (business days = Mon–Fri, excluding holidays)

  • Order processing: 1–2 business days.

  • Vietnam transit: 3–5 business days → Total: 4–7 business days from order date.

  • United States transit: 4–7 business days → Total: 5–9 business days from order date.
    For full timelines and carriers, see the Shipping Policy.

4. Can I track my order?
Yes. A tracking number is sent by email/SMS once your order ships (label created and handed to the carrier).

Returns & Refunds

5. What is your return policy?
Returns are accepted within 30 calendar days of delivery (per carrier tracking) if items are unused, in original condition/packaging, with all accessories. Free return shipping in Vietnam and the continental US. See our Returns & Refunds Policy.

6. Can I exchange a product if I’m not satisfied?
Yes—exchanges depend on stock. For the fastest exchange, place a new order and return the original for a refund; or contact [email protected] / (+84) 915 954 388 for help.

Product Information

7. What sizes are available?
We offer multiple sizes (small/medium/large). Exact dimensions are listed on each product page.

8. Can plush toys be washed?
Yes. Hand wash or use a gentle machine cycle; avoid wringing; air-dry naturally.

9. Do you offer custom-made plush toys?
Not at the moment. We frequently add new designs.

Payment & Security

10. What payment methods are accepted?
PayPal only (USD):

  • PayPal Wallet and PayPal Express Checkout

  • Cards via PayPal (Visa/Mastercard/AmEx/Discover) via PayPal; a PayPal account may not be required where Guest Checkout is available

  • PayPal Credit (US only; subject to approval)
    We do not accept COD, bank transfer, cash, checks, wire, or direct card payments outside PayPal. See the Payment Policy.

11. Is my personal information secure?
Yes. Checkout is protected by TLS/HTTPS. We do not store full card numbers or bank details; PayPal processes payment credentials. See our Privacy Policy.

Contact & Support

12. How can I contact customer support?
Email: [email protected]
Hotline/WhatsApp: (+84) 915 954 388
Support hours: 08:00–18:00 (Mon–Fri, GMT+7).

13. Can I cancel an order after placing it?
Contact us as soon as possible. Orders can be canceled before a tracking number is issued. After shipment, please follow the Returns & Refunds process.

Additional Services

14. Do you offer gift wrapping?
Yes—select Gift Wrapping at checkout.

15. Can I place a bulk order?
Yes—wholesale pricing is available for large orders. Contact [email protected] for a quote.

If you have any other questions, contact [email protected] or (+84) 915 954 388. Thank you for choosing Craftsbyhandvn! 🎉