General Information:

Shipping:

ALL orders are tracked and insured.
In-Stock orders are typically processed and shipped within 2 to 5 business days. Please note that when we experience a high volume of orders (plush arrivals and restocks) this may extend our processing time.
Address Changes:
- We can’t edit addresses once the order has shipped. You, the customer are responsible for providing a complete and correct address. We are not responsible for incorrect addresses, so please ensure your address is correct and complete.
- For In-Stock: Please contact me ASAP with your order number, as well as the name and email address associated with your order, and the new address. I’ll confirm I received your email and update your order accordingly. (Please note this only applies to unshipped orders.)
- For Pre-Orders: see additional information below in the Pre-Order FAQ.
- If the order has already been shipped: I recommend contacting your post office to try and intercept it- otherwise, it’s out of my hands. If the package comes back to me (returned to sender), I can either invoice you the cost to re-ship your items, or issue a refund minus the cost of shipping. Please insure your information is correct at checkout!
Currently, we’re not equipped to split up orders- if your purchase contains a pre-order item, it will not ship until ALL your items are accounted for. Kindly keep this in mind when purchasing! If you want your items as soon as possible, we recommend purchasing pre-order items separately.
Likewise, we cannot easily combine orders. Apologies for the inconvenience!

International Customers:

UK customers: Due to the changes in VAT, we can no longer ship to the UK from this storefront. If you’d like to make a purchase, please use the contact form to request a custom Etsy listing and we’ll do our best to accommodate. Thank you for your understanding!
EU customers: Due to new import restrictions, we can no longer process plush orders to the EU. We sincerely apologize for the inconvenience (and hope perhaps you can have a friend in the US purchase on your behalf, or use a proxy service)!

Potential Delays:

Please note that once your package is handed to the post office, I am no longer in control of what happens to it. Any shipping delays or damage is out of my hands. That said, I will happily work with you to the best of my ability if there is a problem with your package!
COVID-19: Due to COVID-19, please note that there may be shipping delays out of our control, especially for international customers. Stay safe, everyone!
Holidays: Around Christmas in particular, mail may be processed slower than usual. Please bear this in mind- while I do my utmost to ship orders out ASAP, I cannot guarantee specific delivery dates.

Order Cancellations:

If you wish to cancel your order, please contact me ASAP with your order number, as well as the name and email address associated with your order, and I will refund/cancel it. Please note this ONLY applies to unshipped orders.

If There’s a Problem with Your Order:

Lost or Damaged Items:

Please note that once your package is handed to the post office, I am no longer in control of what happens to it. Any shipping delays or damage is out of my hands. That said, I will happily work with you to the best of my ability if there is a problem with your package! You can use the contact form to reach out to me.
If your package is lost:
- For US customers, please note that sometimes, USPS will mark a package as “delivered” before they actually deliver it. It might take an extra day or two to turn up; but I recommend reaching out to them first!
- Please contact your post office with the tracking number and file a lost package claim. They may be able to find the GPS coordinates of where your package was scanned as delivered, and locate its whereabouts.
  - I’ll need you to provide a screenshot and/or confirmation/case number, in order to file an insurance claim on my end. The more information you can provide, the better!
- Typically, insurance requires me to at least wait a few days before shipping out a replacement- I appreciate your patience and understanding during this time!
If your package is damaged:
- Do not throw away the packaging! I will likely need you to provide photos of the following:
  - The exterior of the package
  - The interior of the package (with contents)
  - Damages to the item(s)
- Once I have all of that, I can file an insurance claim, and get a replacement or partial refund sent to you!
Other Issues:
- Like everyone, I make mistakes! Simply reach out with your concern or problem with your order and I’ll help to the best of my ability. Photos may be required for product issues.

Pre-Order FAQ:

Q: What is a pre-order? Am I charged upfront?

Pre-Orders mean you are purchasing a product in advance, while it’s still in production!
- You are charged upfront when you place your order. (This helps me fund production costs!)
Please be sure to check the estimated arrival date when ordering. Because pre-orders mean a product is still in production, it will not ship right away! Production/COVID delays out of my control may occur, but I try to post updates to my social media and shop pages- I appreciate your patience!

Q: What is a Patreon Pre-Sale?

I offer early access to products for supporters of my Patreon, as thanks for supporting my work!
For Pre-Orders: You are NOT required to be a Patron to pre-order/purchase; after the Patreon Pre-Sale period, products are offered publicly!
- I ship orders in order of when they were placed, so a benefit of the Patreon Pre-Sale for pre-orders means you’ll be the first to receive yours! This shop is primarily run by one person (me, Abigail) so when a product is especially high in demand, it can take me a couple weeks or so to finish fulfilling all orders.
For In-Stock Drops: Once products arrive in stock and pre-orders have been shipped, I offer remaining stock to Patreon supporters first, before offering them publicly. (More on that below!)

Q: Is there a deadline to pre-order?

Note: In the past, I did not have a set “end date” for pre-orders, but for all production waves after April 15, 2022, I will be making sure the deadline to pre-order before the cap is announced in advance.
The Pre-Order deadline is when I finalize the production numbers- ordering before that date ensures your pre-order is secured before pre-order slots are capped.
After production numbers are finalized, I cap the number of pre-order slots available.
You can still pre-order after the deadline (unless pre-orders are sold out.)

Q: Will [item] be available after pre-orders have ended/after pre-orders sell out?

TLDR: Usually, yes!

Because products are handmade in small production runs, and errors can happen, I make sure to have fewer pre-order slots than the number I actually put into production. When a product arrives, I check them all myself- any items I deem below my quality standards are pulled from stock, and pre-orders are shipped out.
Afterwards, I offer the leftovers for sale. I offer them to my Patreon supporters first as a Patreon Pre-Sale (see above) for a few days, before I open it up to everyone. (Click here to check out my Patreon!)
If stock sells out, and there is still demand, pre-orders for a new production run/wave will re-open.

Q: I live in the UK or EU, how can I pre-order a plush?

UK Customers: Due to the post-Brexit changes in VAT that my shop is not equipped to handle, I can no longer ship to the UK from this storefront. I now handle UK orders via Etsy. Thanks for your understanding!
- For in-stock: Please contact me with your name and desired products. I will set up a custom Etsy listing for you and reply with the link.
- For pre-orders: Unfortunately, Etsy is a bit difficult with pre-orders; please contact me with your name, preferred contact email, and desired products to make a reservation. I will record these and contact you when I am able to make your custom Etsy listing.
EU Customers: Due to new import restrictions, we can no longer process plush orders to the EU. I sincerely apologize for the inconvenience! However, I suggest asking a friend in the US to purchase on your behalf and ship to you, or using an international shipping proxy service such as Planet Express. Please note I am NOT responsible for third parties/middleman/third party services.

Q: What are “waves”?

I have products produced in small production runs, that I call “waves”. Wave 1 is the first production run, Wave 2 is the second, and so on. (This primarily applies to high-demand items such as plush.)

Q: About Pre-Ordering multiple items:

Orders containing pre-order items will ship once all items are in stock!
- Example: If you pre-order a Gura plush and a Korone plush, if the Gura plush arrive first, your order will not ship until Korone is also in stock.
If you want your pre-order items as fast as possible, your best option is to place separate orders- I cannot split orders on my end. I apologize for the inconvenience.

Q: I’m going to be moving, can I update the address on my order?

Absolutely! Please contact me ASAP with your order number, as well as the name and email address associated with your order, and the new address. I’ll confirm I received your email and update your order accordingly. (Please note this only applies to unshipped orders.)

Q: About order cancellations/refunds:

If you wish to cancel your pre-order, please contact me ASAP with your order number, as well as the name and email address associated with your order, and I will refund/cancel it. Please note this only applies to unshipped orders.
If production is cancelled for any reason, all orders will be refunded ASAP.

For any other questions or concerns, feel free to contact me!

I recommend joining the mailing list for production updates (and news on upcoming items)! (Be sure to add abigailstarling@outlook.com to your contacts to avoid mail being caught in spam filters!)