When will I receive my order?

Your order is very important to us. Please note your item may take up to 6-10 business days to arrive. However, most of the time our products will arrive a lot quicker, just be aware sometimes it is out of our control. So you do not need to worry if your order does not arrive the next day! This doesn’t include our 1-3 day processing time.

Rest assured, all orders comes with a Tracking Number. So you can shop with a peace of mind!

We can track our orders and keep you updated!

What is my Tracking Number?

Your Tracking Number will be emailed to you within 1-3 business days after your order.

Please reach out to our friendly customer experience team if you did not receive it after 7 days!

My Tracking says "No information avaliable at the moment"

For some shipping companies, it takes 2-5 business days for the tracking information to update on the system. If your order was placed more than 5 business days ago and there is still no information on your tracking number, please contact us.

Who should I contact about order tracking and delivery?

After your order leaves our facility, we won’t have any additional information beyond what you see when you track your package(s). If you have delivery-related questions during shipment or want more specific tracking information, please contact the carrier directly

Why is my order delayed?

We do our absolute best to deliver your order on time, but enhanced safety practices and high order volume sometimes slow us down. After an order ships, your package could be delayed by delivery issues like severe weather, an incomplete delivery address, or regional service delays.

What should I do if my order is marked as delivered but I didn’t receive it?

For the fastest service, please contact the carrier directly. Sometimes carrier tracking information updates prematurely, and your package could be delivered within 24 hours. If it’s still before your estimated delivery date, please hold tight, your package is on the way. If it’s after your estimated delivery date, please contact the carrier for more information.

Can I change the delivery address on my order?

No, our team moves quickly to process and ship your order—we cannot change your order or your delivery address. However, after your order ships, you can contact the carrier directly to see if they can update the address or redirect the package to a pickup facility.

What is your refund policy?

We love our customers and your satisfaction is very important to us. We will do everything we can to make you happy.

If you receive a damaged or faulty item, please contact us within 14 days of delivery for a replacement or full refund.

Please send all refund enquiries to hello@teddyneko.com.

We take quality very seriously. If you are unsatisfied in any way, please contact us at hello@teddyneko.com and one of our friendly staff will get back to you ASAP.

Damages and issues

Please inspect your order upon reception and contact us immediately or within 14 days of delivery if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Please take photos or videos and email us, we will replace or refund your purchase after confirmation free of charge.

Exceptions / non-returnable items

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

All products are marked as final sale, and no return or exchange requests can be made due to the high cost of return shipping on your end. However, we do offer a replacement or a full refund if the item arrives damaged or if you received the wrong product.

Refunds

We will notify you once we’ve received your email, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your refund request, please contact us at hello@teddyneko.com.

Can I cancel my Teddyneko order?

Unfortunately, we are unable to cancel your order once it has been processed and/or shipped.

Where is my Teddyneko order?

You can easily check the status of your order by signing in to your profile and heading to your order history.

Once your order has shipped, you can see which carrier is delivering your packages and track shipments along the way.

How do i find the right size and fit?

Please refer to the size guide on the prduct pages.

Which currency will I be charged in?

We process all orders in store currency.

Will I receive an order confirmation when I place my order?

Yes, all customers will receive an order number after placing their orders.

Please contact us if you don't receive one within 24 hours.

Will I be charged for customs and taxes?

The prices displayed on our site are tax-free in USD, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. 

For further details of charges, please contact your local customs office.