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, so we well make and send your gift 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 8 weeks to AfterPay, with no extra cost to you, as long as the payments are made in line with the schedule they provide. When ordering on our site the process is easy and explained clearly throughout.
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 firstname.lastname@example.org
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 after which we receive confirmation that the payment is ok from them. This all conducted in seconds after which we receive the order to start processing.
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 in Australia, often sooner. It depends on how busy we are and it may take a little longer if you ordered a cubbie and requested a draft.
Postage time will depend on where you live in Australia. If your order is urgent, just mention it in the instructions area, and we'll do our best to prioritise it.
We often get last minute orders if you let us know we can get it on it's way sooner.
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.
If you have a hotmail or a live email account, check your junk folder for our emails. Please get in contact if you haven't recieved confirmations or drafts from us and we can resend them.
Where is my Draft?
Please check your junk/spam.
If you have a hotmail or a live email address you may find that your email draft is in your junk folder.
These 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 cuddle critters, 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 PO don't deliver on weekends. Call us if you would like to check if the teddy will arrive whilst they are in hospital. We are keen to get there in time too.
Can I send a My Teddy bear overseas?
Absolutely, we send our teddy bears all over the world. Please allow for around 2 weeks from ordering for delivery to most places, like Europe and USA.
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.
Places like South America, Africa and some more remote Asian countries can take up to a month.
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 Aus is S1000). We do mark our parcels as GIFT and due to their value, should NOT incur any charges at the receivers end. 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 the embroider, 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. They also do not provide credit card details to us, or store your data.
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 0417 698 333 or on our feedback form.