How long will it take for my package to arrive?
Tracking information is provided in your order confirmation email. That means you can see your packages journey to you at any time. Please note it typically takes at least 24 hours for tracking to begin. Please note that orders are only processed during operating hours on business days (Monday through Fridays, excluding holidays). As a result, orders placed before a weekend or major holiday may take longer to arrive.
All orders are subject to a 48 hour processing time.
What if I want to return something I ordered?
Simply visit our Contact Us page to fill out the required information. Let us know that you would like to return your order and a member of our customer service team will promptly contact you with further instructions. Please see our Return Policy for more information.
What if I need to change or cancel my order?
Please visit our Contact Us page immediately if you need to change or cancel your order. If the order has not yet shipped, we will be more than happy to assist. In the case of already shipped orders, we are not able to cancel your order but are happy to assist you in the return process once the order is received by you. Please be advised that some orders are shipped very soon after placement, and it may not always be possible to cancel.
Why is my order billed under “Teddy Plush Toys, LLC” on my credit card statement?
All orders are sold and fulfilled by Teddy Plush Toys, LLC. Don’t worry, it’s the right order!
Do you ship orders internationally?
We only ship within the United States excluding Alaska, American Samoa, Micronesia, Guam, Hawaii, Marshall Island, Northern Mariana Islands, Palau, Puerto Rico, U.S Virgin Islands, Armed Forces Americas, Armed Forces Europe, Armed Forces Pacific.
Is the item I want going on sale soon?
Unfortunately, we do not know ahead of time if an item will go on sale or be marked down.
Can I place an order over the phone, through email, or chat?
In order to protect your personal information we do not accept any orders placed over the phone, email or chat. Please place your order online through our site, if you need assistance navigating our checkout page please contact us.
Do you do back orders?
No. If an item is out of stock our customer service team will notify you as quickly as possible. Out of stock orders will be canceled.
Why do you charge sales tax on all of your items?
We are required by law to charge sales tax, based on our tax rate in Los Angeles County, California.
Do you accept checks or money orders?
Please see our policies page for accepted forms of payment.
Are children allowed to make purchases?
We only sell children's products for purchase by adults. If you are under 18, you may purchase from us only with the involvement of a parent or guardian.
Does the "Free Shipping for orders over $35" apply to wholesale orders?
No, this offer is only for orders placed on palmpals.com and does not apply to retailers registered with us as wholesale buyers.
Why doesn't my Palm Pal(s) have a character hangtag? Why are there different labels for new products compared to my previous orders?
The Palm Pals collection has gone through rebranding since parent company, Aurora World Inc.'s, original release of the products in 2020.
As we continue to grow our brand alongside introducing more pals to the #palmpalsparty, there will be changes that may not match our first releases. This includes our character hangtags, sewn-in label, and any production changes to Palm Pals.
Prior to 2022, we can confirm our plush did not have the character tags that you may see on new releases. We can confirm that they are still a part of the collection, and have been distributed through the same company.
Any items purchased between 2020-2021 that do not have a character hang tag cannot be returned or replaced for a new version. To learn more about all Palm Pals, you can look at their product listing page for more information.