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Frequently Asked Questions
What is your minimum order?We do not have a minimum order on our 4 in-stock bears. If you would like a custom piece unique to your brand. Please see the FAQ about Custom Pieces.
Can I just order Teddy Tees?Yes. All of our Teddy Tees can be ordered on their own in any quantity you prefer. They can be sold as is or you can provide your Artwork and we can customize them for you. We use a heat transfer process to apply the artwork, but can embroider or silk screen if you prefer. Our Teddy Tees come in Solid White, Solid Royal and Royal Sleeves with White Body.
Can I just order plain teddy bears?Yes. All of our bears can be ordered on their own in any quantity you prefer. We keep the 4 bears pictured in stock at all times.
Do you do other custom pieces?Yes. We can help bring to life your concept. We can take your concept and provide a detailed drawing with dimensions and features. Once approved, we can send that drawing to our factory which will then provide you with a prototype. We will continue to work with you until you are satisfied with the prototype. Once the prototype is approved, we place the order with our factory.
Our minimum order for a custom piece is 600-1000 pieces. Our lead time from concept to prototype is 4 - 6 weeks. Production, depending on quantity, can take anywhere from 90 a 120 days. Once produced, shipping overseas will take an additional 4 weeks. Once received at our warehouse, we inspect the order for quality control and then send out your order via FedEx. The entire custom piece process takes 3- 5 months.
A $250.00 prototype fee is required to start the custom piece process and will be credited to your order. A 50% deposit is required for all custom piece orders at time of order. No exceptions.
Where do your products come from?All of our products are designed in the USA and produced in China. We personally inspect our factories 4 times a year to ensure quality control and admirable working standards. All materials used are 100% new and we fill our plush toys only with polyester filling. Manufacturing in China allows us to remain competitive and in our 20 years of business, have never had a factory issue.
What is so unique about your company?Lucky Plush Toys, Inc. has been family owned and operated for over 20 years. We started in retail but moved to wholesale and customization in the early 90's. We pride ourselves in being responsive and dedicated to our clients. We are honest and upfront when challenges appear and we communicate openly throughout the order process.
Our products meet or exceed all country standards. They are made with 100% new materials. They are stuffed with 100% polyester fill. We do not use any other filler. All of the bears facial features and paw details are sewn on. You never have to worry about a buttoned nose coming off or a plastic eye getting pulled out by an enthusiastic bear lover. Our T-shirts are 100% cotton and custom made to fit our bears perfectly.
We pride ourselves in the quality of product as well as our communication. Our customers feel the difference when they order from us. They know they are valued and that we will always make it right!
How do you calculate shipping? When can I expect my order?Shipping is calculated at the time of packing. Your invoice will be for the price of your order plus tax (if applicable) but minus shipping. Shipping and Handling charges will be added to your invoice after your order is packed and before your account is charged.
Once packed, you can expect your order to go out that same day. We ship FedEx Ground from Livermore, California. Please check http://www.fedex.com/grd/maps/MapEntry.do for their delivery timetable.
What is your Return Policy?Since our items are customized, we do not allow returns. All orders are carefully produced, packed and shipped. However, we will accept returns of defective items or items that have not been customized within 7 days of receipt.
Please send all Return Requests to firstname.lastname@example.org to obtain an RMA (Return Material Authorization) number before sending your order back.
Any orders returned/rejected without a filed RMA number will not be properly credited.
We do not accept any returns of custom pieces that were made specifically for your order.
How do I get you my Artwork?Artwork can be provided to us in two ways.
1. Go the Product page and select the bear you would like to order. Click the Order Request button at the bottom. Fill in the form and upload your artwork with the Choose File button. Hit Submit and your order as well as your artwork will be sent to us.
2. Email us your artwork at email@example.com. Please reference any pertinent information that would help us identify your order or your customer account.
Either way you send it, we will be in contact with you to confirm our receipt of the file and to follow up if needed.