You might still have some questions..
Here's some answers to some questions that you might have about how we make our teddy bears and how things work..
What payment methods can be used to purchase a My Teddy?
We accept Visa, MasterCard, AMEX, Paypal, bank deposit, pay by phone and AfterPay.
With bank deposit, it can take 2 business days to clear. We start work on your teddy when the payment clears.
AfterPay is a payment option where you buy now and pay later. Your order is processed straight away by us. You then make payments over 6 - 8 weeks to AfterPay, with no extra cost to you, as long as the payments are made in line with the schedule they provide. Contact Afterpay for more detail.
Please note AfterPay is currently only available to purchasers within Australia (but you can send gift out of Australia eg. send a gift to NZ for a birthday). AfterPay may not work if the IP address your computer is held on an overseas server (if you work for a big company) or is a Virtual Private Network (VPN). Contact us if you have any problems at email@example.com
Is it safe to use credit cards through the online shop?
We have used the latest secure, encryption services to ensure, as far as practicable, that your shopping with us is as safe as can be. Our server security is constantly monitored and updated to remain compliant to PCI-DSS requirements.
My Teddy do not see or retain any credit card details when you use our online facility. This information is passed between yourself and our merchant bank in encrypted form.
How Do I Order?
We've created a short video showing you how to order you very own My Teddy. Click here to watch.
When will my My Teddy be received?
For a comprehensive guide please go to the Shipping section.
Usually your Personalised teddy or gift will be with you within 3-7 days within Australia, often sooner. It depends on how busy we are, and where you are located in Australia. If you have ordered a plushie and are expecting a draft, keep any eye out for that via email, as we dont' start work on your plushie until you have approved the draft.
Shipping times also depend on where you are located in Australia. If your order is urgent, mention it in the instructions area and please also call our office on 07 30888122 and let us know so we don't miss it. If your call goes to messagebank please leave a message and we'll do our best to prioritise it if we can, and if not we let you know what we can do
I haven't had an email confirmation from My Teddy
Certain email addresses have very high spam filters and may block order confirmations from us.
Be sure to check your junk / spam/ trash folder for our emails. Alternatively you can add us to your safe servers list. Please get in contact if you haven't recieved confirmations or drafts for your order.
Where is my Draft?
Please check your junk/spam.
Certain email servers have very high spam filters, so you may find that your email draft is in your junk /spam/ trash folder.
Some email servers are very suspicious of attachments and put them in there for safekeeping. If you haven't actioned the email for 7 days you may find that it has been automatically deleted.
If your draft hasn't arrived within 2 business days, let us know and we'll resend it for you
Can I send to hospitals, PO Boxes, work places etc?
We use Australia Post to send our Teddies and plushies, so you can post to any address, including Parcel Locker, home, business, hospital, PO Box
With delivery to hospitals, allow a little extra time for the hospital to process the parcel internally.
Allow for the fact the Australia Post don't deliver on weekends.
Can I send a My Teddy bear overseas?
Absolutely, we send our teddy bears to a lot of countries around the world, but please note since Brexit we no longer can send to the UK as they have imposed a 20% VAT on the entire price whuch must be collected and paid for in advance of sending. Similarly the European Union (EU) have imposed the same at 21% since July 1 2021 so we will no longer send to the EU. If the country you wish to send to does not appear in the shipping drop down list please contact us and we can see what we can do to assist. Please allow between 2 - 8 weeks for delivery depending on where going to,
New Zealand is quicker. Auckland is generally around 4 business days and depending on how remote, allow for about a week to 10 days to other NZ destinations. Postal charges to NZ are the same as sending within Aus, ie A$9.90 for first item, $5 for subsequent items, and is sent 'pack and track' meaning is trackable. Generally takes about a week to arrive from posting to NZ.
If you need to arrive really quickly there are options like Air Mail Express Post, Fedex and TNT. They can be pricey, we encourage you to get a quote and arrange this type of service, we're happy for them to collect from us.
Finally, we are obliged to advise that there are NO export restrictions on sending overseas, as confirmed with the Australian Customs Service.
Some countries charge duty on incoming goods over a certain amount (eg in Australia this is $1000). We do mark our parcels as gifts for customs purposes. They shouldn't incur any customs charges, but we cannot absolutely promise as is out of our control.
A good link to look at to assist with the destination countries requirements is http://auspost.com.au/apps/international-post-guide.html
How are the jumpers embroidered?
Here's a quick video that shows you how we embroider and dress your Embroidered teddy bear.
Can my teddy bear be changed once I have completed the order?
We endeavour to get your order going asap, so, should you need to change anything, email us immediately using the confirmation that you were sent via email. If you haven't got it, please check your junk folder.
If we haven't started your embroidery, changes can be made easily.
So remember – CHECK, DOUBLE CHECK and TRIPLE CHECK – the details.
How do details get transmitted through the website?
Payment details are transmitted through a company called SecurePay that specialises in secure payment transactions. They use the latest technology available to ensure, as far as practicable, that your information is safe from fraudulent activity.
Full details of SecurePay can be found at their website of http://www.securepay.com.au/
Who can I contact if I am having problems using the site?
If you have difficulty using or viewing this site, please contact us as we'd like to help. We are most interested in what browser and computer you are using and also the nature of the problem.
We can be contacted by phone on 07 3088 8122 or via our feedback form below.