Please check if your order includes a preorder item and what the estimated shipping time frame is for that item. Preorder timeframes will be listed in the title and description of the item. Please note that we do not send email notifications regarding the stock status of preordered items.

This is fairly common, as sometimes the first scan is skipped. Keep an eye on it for a week and if there is still no movement, contact the shipping carrier responsible for the package.

Orders will ship when all items in the order are in stock. If you do not want to wait and wish to split your order, contact us. Please note that an additional shipping fee usually applies. 

We take care to send out the best plush, but sometimes a defective one slips by! We will very happily replace it for you, so please contact us within the first 7 days after receiving your order, for an exchange.

As plush collectors and plush lovers ourselves, we understand how it can feel when you receive a product you are unhappy with. We pride ourselves on our plush, and we want you to be happy with them, too. Please kindly contact us so we can make things right.

This is very rare, but it does happen sometimes. If it has been only a few weeks, it may still arrive, but if over two months have passed, we recommend contacting the shipping carrier responsible for the package to file a claim. You can contact us if you need help or have any questions.

That's okay! We can help. Contact us and we will look out for your package and work with you to reship it. If the mistake was on our end, we will cover the shipping cost, but if the mistake was customer error, we do need shipping paid again as we are not reimbursed for returned packages. Please keep in mind that returned shipments, especially international shipments, may take some time to be delivered back to us. 

We completely get it, we change our minds too! While we wish we could, once an order is placed, we are unable to alter or cancel it. Please order carefully.

Please check the main page, and the FAQ on whichever BackerKit campaign you backed to find your answer! If you still have a question about one of our BackerKit campaigns, contact us through BackerKit or our website.

Please contact us on our Etsy store ONLY for questions about Etsy orders. We won't be able to find your Etsy order on any page besides Etsy. 

Yes! After removing any straps, tags, accessories or clothing items, you can hand wash or machine wash. To machine wash, put them in a mesh laundry bag/pillow case and use a gentle, cold cycle of the washing machine and then tumble dry (no heat), or air dry. After washing and drying, please brush with a slicker brush to get fur looking and feeling soft again. We cannot recommend using any soaps/detergents, etc., but if you choose to try one, please spot test first.

The preorder ending date will be written on the listing for that item. If you order before the preorder closing date, you are 100% guaranteed to get that item! Once preorders close, the item will be unavailable until we receive the stock and fulfill the preorders.

We restock preorder items once they arrive, and after preorder orders are fulfilled. Numbers are limited, so we recommend following our social media for dates and information about restocks, as they may sell out.

We cannot give our exact stock numbers, but there will be a low stock warning if they are running low. We cannot predict how fast an item will sell out.

Some popular items may restock, but unless the demand is very high, most items that sell out will remain sold out. Items we will be restocking again switch into preorder mode and will remain available for purchase. Preorder timeframes will be listed in the title and description of the item. 

We are currently unable to take custom and alteration requests, but thank you for the interest!

Right now we are not open for collaborations, but thank you for your interest!

I design each plush and work with patternmakers for months to perfect each shape. They are lovingly manufactured by our partners in Shanghai in high-standard workplaces. I am very close with my manufacturing partners, and we have worked together with for many years. Your plush are being created in a great environment! 

Each description lists which materials and fabrics are used to make each plush. We do not promise or guarantee a perfect sensory experience for each individual, but we do use quality materials and soft fabrics of varying textures. We will not accept refund or exchange requests due to individual preferences, so please check descriptions to make an informed decision if the plush is right for you.

Weighted plush are plush toys filled with weighted material, such as plastic pellets, to make them heavier. Much like a hug from a friend, pet, or loved one, weighted plush toys and pillows provide soothing pressure that helps reduce stress and promote a sense of calm. 

Our plush are weighted to 2 pounds, as we have found it to be the perfect balance of comforting weight but not too heavy to carry as a plush companion.

Feel free to cut any loose threads! This is very normal.

Some dolls have embroidery stabilizer used on both the inside and outside to keep embroidery clean and protect the fur from machinery used in the production process. It is a harmless material, and it's completely safe to peel it off, inside or outside. Stabilizer sometimes remains inside the doll for various reasons, and when it is still fresh, it may crinkle a little.

All items are made with brand new materials, and each products lists its materials in their description — we cannot provide a more detailed materials list than what is already listed. There is always a potential of listed materials coming into contact with other unknown materials while in the manufacturing process. 

Orders are handled in an animal free area, but animal hair (namely dogs & cats) may transfer from clothing during the packing process. 

We cannot recommend our products to people with severe allergies, especially sensitivities to common plush materials such as fabrics, and cannot be held liable for any allergen related difficulties.

The straps expand between 18 and 36 inches! 

The inner pocket is about 10 inches deep and 7 inches wide. Please use these dimensions to estimate what items can fit inside. We regret we cannot test every item or guarantee your items will fit, so please use your best judgment!

To increase the amount of space available inside the backpack, the body is not stuffed at all. This allows more space inside, but as a result, your Snug-Along may arrive not looking as expected. You can put whatever you wish into the inside pouch to make the body plump and able to sit. We recommend blankets, small cushions, etc. but normal every day items work too! Make sure to follow the care instructions enclosed to help unscrunkle your Snug-Along! Lost the care card? You can download the care instructions here, and the washing instructions here!

The head has no support unless the backpack is filled with enough items. The head should have enough support to stay upright once the backpack is stuffed enough.

Due to being a plush backpack, sometimes it can be hard to close the zipper if it's not held at a straight angle. Make sure your Snug-Along is stable and the two sides are lined up together before attempting to use the zipper. If it is permanently stuck or broken upon arrival, contact us for help.

This is thread sculpting to form the toes of your plush! If you do not like how the thread sculpting looks, you are free to cut the threads off. It will not damage the Snug-Along in any way.

They are held on by a strong thread to keep them in place (though they can be spun around or moved around somewhat). You are free to cut the thread to remove them if you wish.

We decided, for safety and comfort reasons, to not use wires or other support systems for the features of our Snug-Alongs. This will cause the ears and horns to flop around. You are free to alter your backpack to secure them into a preferred position, if you wish.

These parts are unstuffed and designed to lay flat when worn, and should not dig in. We have not had any reports of discomfort!

Full exchanges are only available within one week of receiving your item. Please check your item carefully upon arrival to make sure it is in good condition and free of defects. However, if you feel it has broken prematurely due to being faulty, we may be able to offer you a new backpack at half price as compensation even after being used/altered/damaged in an unrelated way. Please contact us with the full details, and please keep in mind this is on a case-by-case basis.