FAQs, About, My Teddy

Online Enquiry

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 your payment clears.

If you would prefer not to pay over the internet, select Pay by Phone as an option at check out, and give us a call to finalise. Our contact details will be sent to you.

AfterPay is a buy now pay later credit option. You may purchase with us using this method, if you have an Afterpay account.

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?

The best way to order is via our secure website. If you select the left hand aqua menu, it will show you all of our available categories.

If you are having difficulty finding the product you wanted, you can use the search bar in the top right hand area of the website.

You can also contact us via the lightning bolt icon in the bottom right corner and we can help you find what you are looking for.

When will my My Teddy be received?

It depends on the shipping that you chose at check out our options are as follows..

Shipping Times

Registered Parcel $9.90 5-10 days depending on your location.

Express Post $15.90 1-3 days depending on your location

Processing Times

Processing time depends on how busy we are and our workload. We aim to be as quick as possible, but there are only three of us to design, embroider and pack orders.

We work through each personalised item in the order that it was recieved, so can't guarantee a time that your order will arrive.

If you would like to speed things up, you can choose our Rush My Order option, which is $22.

Rush My Order

If you would like your order to be prioritised, you might like to use the Rush My Order option.

This will put your order to proirity processing and design, to get your order out as soon as possible.

Keep in mind that we cant rush any order unless you have approved the design first. We also don't dispatch on Saturday or Sunday.

Hit the lighting bolt symbol if you have any questions.

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 senders list.

Please get in contact if you haven't recieved confirmations or drafts for your order, you may have typed your email address incorrectly, so we can amend that for you.

Hit the lightening bolt symbol if you have questions.

Where is my Draft?

Your embroidery design should be with you in 1-3 business days, it can be longer in peak times.

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, you may find that your email server has automatically deleted it. This is specific to hotmail &gmail and other web based servers.

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 personalised Teddies, bunnies 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.

Please check the drop down box to see if the country you would like to send to is there.

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 orpaid by the reciepient.

Similarly the European Union (EU) have imposed the same at 21% since July 1 2021 so we will no longer send to the EU.

Delivery times around the world will vary, so please allow between 2 - 8 weeks for delivery depending on the destination. This will change over time as free trade agreements are established, stay tuned.

New Zealand Approximate Postage Times.

Auckland is generally around 4 business days from dispatch and depending on how remote, allow for about a week to 10 days to other NZ destinations. Aus Post advise officially to allow up to 12 business days from sending, and can be longer in busy times.

Postal charges to NZ are the same as sending within Aus, ie A$9.90 for first item, $5 for subsequent items, and is trackable.

International Couriers

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. We don't work with couriers or get quotes, but if you would like to arrange that, we are happy to have them collect from us. Please contact us to discuss.

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

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 if you can have these ready for us it would be helpful.

We can be contacted by phone, via our feedback form or via the lightning bold message option.