1-Ordering
Minimum order amount online- $0 except the following situations
Personalized item has 24 pieces minimum order unless you agree to pay $25.00 setup fee
Some items are sold by dozen or by package
Minimum order by phone - $200.00
1-800-562-1688 (M-F, 9:30am -5:00pm pacific time)
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2-Shipping
The shipping charges includes handling fee. Shipping may looks higher with small order ( under $100) since
the shipping is only decided by weight, not by dollar amount. We are wholesaler at low price. The shipping
rate will go down with larger order.
We decide the shipping rate because shipping includes handling, packing material and other cost.
When customer places the order, it will show the shipping cost before you give credit card. If customer
agrees the shipping, please submit the order.
The definition for shipping time is
*Order date - the date you place the order
**Shipping date - the date we ship your order
***Working date - the date starts after the shipping date
2-3 Days shipping means working days after the shipping date
3-4 Days shipping means working days after the shipping date
5-7 Days shipping means working days after the shipping date
Sat/Sun can not be counted as order date,shipping date and working day. Monday is the order
date.
*Ground shipping can not be applied for PO Box, military base, Hawaii, Alaska and islands addresses.
We will send out the order in time upon receiving the order.
It may be delayed for shipping when the following situations happen
The item is out of stock and wait for restocking.
The item is sold out. We will email you for this issue and wait for your response.
The credit card is not through. We will email you for this issue and wait for your response.
The shipping address is not correct. We will email you for this issue and wait for your response.
When the order is delayed, we are not responsible to upgrade the shipping way unless customer agrees to
pay faster way shipping.
For more information about the shipping time, please check: MS SHIPPING
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3-Tracking
After you place the order, you should receive the order confirmation number. You can find a tracking link in
that mail. Click that link, you should see the status of your order.
Or email your tracking request to us with your order number, bill to name, telephone to:
tracking@msteddybear.us
We will not send you another email with tracking number. Please make sure your email address is correct
when you are required to enter it in order form. Invalid email address will cause non response from our
confirmation email.
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4-Order lost
It may happen during the shipping (lost by carriers) in following situation.
a. We do not have shipping record/tracking information.
We will resend the order by THE SAME SHIPPING METHOD customer has paid without any charges. We
have no responsibility to send it by upgrade shipping ( 3-4 days or 2-3 days shipping) unless you pay for
the difference.
b.We have shipping record/tracking number,but carrier lost the package.
We will resend you or refund you the order.
c.We have the shipping record/tracking number. Carrier has the record the order delivered, but
customer says no receiving.
We have to contact carrier for investigation. Customer has to wait for the final investigation from carrier. No
refund o resend will be made until the final result from the carrier.
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5-Payment
Visa, MasterCard, Discover,American Express and Paypal
All cards entered online have to match the billing address, security code on card. Non-matching will result
order holding and causing shipping delay.
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6-Shipment delayed or held
The delay may happen when the credit card is declined,out of stock or in holiday's seasons. We will not
have responsibility to upgrade the shipping method without extra charge. We can only ship the order in the
way you choose and pay.
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7-Exchange
If customer does not like the order or thinks any thing wrong with the order, customer can send back for
exchange. We will send the order free of shipping charge again - Only in the same shipping method
customer paid.
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8-Return policy
Customer satisfaction is our Top Priority.
If you are not satisfied with the order you received for any reason or no reason, you can return or exchange
it within 14 days after the shipping date. Shipping will not be refunded.
Exchange or return
You can send back the whole or part of order to us. Please include a copy of invoice with a note of request
inside the box. Keep a tracking receipt from Ups or Usps.
After we receive the return (please allow 7 days after you send it), we will refund your order excluding the
shipping or resend the replacement for FREE.
No Re-instock fee charged
With your return, WE DO NOT CHARGE RE-INSTOCK FEE. We want you to be 100% satisfied with us.
All returns must ship to the shipper address:
MS TEDDY BEAR
Attn: return dept.
10938 SCHMIDT RD #B
EL MONTE, CA 91733
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