Frequently Asked Questions How can I track the shipping of my order? How can I tell if a product is available to purchase online? Are your products discounted from comparable retail prices? How are the sizes of your animals measured? Are your animals safe for babies? How do you fix errors on your site? Is it safe to use my credit card? Do you accept PayPal? What is your privacy policy? What are my payment options? What are my shipping options? Do you offer discounts for quantity purchases? How do I redeem a coupon? Do I have to pay sales tax? When will by credit card be charged? When will a credit appear on my credit card account? Can I cancel an order after it has been submitted? Was your package undeliverable? Why do shippers return some shipments deemed undeliverable? How do I contact Freebears.com? What is your shipping refund policy? How do I get a copy of an invoice for my order? Did you receive a damaged item? Did you receive the wrong item or an item you didn't order? Do you need to return an item? How do I redeem my Gift Certificate? Do you ever charge a restocking fee for returned items? How can I track the shipping of my order? We ship most orders by USPS Priority Mail Service. Larger items are shipped by UPS. To obtain your tracking number, click on Track Your Order or send an email to us at tracking@freebears.com and we will send you tracking number back to you within a few hours during normal business hours and within 24 hours on weekends and holidays. If you need your tracking number even quicker, you can call us toll-free at 866-340-2327 or at 503-649-5041 in Oregon. How can I tell if a product is available to purchase online? All products listed on our site are available for immediate shipment. Occasionally, if we receive an order for multiples of the same item or multiple orders for the same item in a short period of time, the website may not accurately reflect that an item has become out of stock. We update the website several times per day, but in the event you place an order for an item that is actually out of stock, we will contact you with an estimated delivery date and find out if you want to wait for the item or not. Are your products discounted from comparable retail prices? Yes. Our prices are at least 10% below typical retail prices. Sale price and clearance sale items are discounted up to 50% from typical retail prices. How are the sizes of your animals measured? We rely on the animal sizes provided by our manufacturers. Generally, the size quoted by the manufacturer reflects the size of an animal from head to toe diagonally through the animal. If you have a specific question about the size of an animal, please contact us. Are your animals safe for babies? Remove all tags and their plastic fasteners before giving any toy to a child. Retain the tag. The animals in the Plush Toys for Baby department are designed to be safe for babies. All other products are not recommended for children under three years old. How do you fix errors on your site? We strive to prevent errors on our site. If you see something on our site that you think might be an error, please send an email to us so we can fix it. Errors will be corrected when discovered. Prices and availability are subject to change without notice. Freebears.com reserves the right to revoke any stated offer and to correct any errors, inaccuracies, or omissions, including after an order has been submitted, whether or not the order has been confirmed and your credit card charged. If your credit card has already been charged for the purchase and your order is cancelled, Freebears.com will issue a credit to your credit card account in the amount of the charge. Individual bank policies will dictate when this amount is credited to your account. Is it safe to use my credit card? Yes. We use the latest encryption technology to keep your information safe. We guarantee that each purchase you make is protected and safe. If fraudulent charges are ever made, you will not have to pay for them. See our guarantee details. Do you accept Paypal? Yes. We accept Paypal. To use your Paypal account to make a purchase, you can email, fax, or phone your order to us and we will send a Paypal invoice to you by email. What is your privacy policy? For full details on our Privacy Policy, click here. What are my payment options? You can pay for your purchase any of the following ways: Submit your American Express, Visa, MasterCard, or Discover card through our safe, online ordering system. Call us during normal business hours and place your order on the phone using one of the credit cards above. Leave a phone message with your order information anytime outside of normal business hours or if we happen to be on the phone helping another customer. If you prefer, leave your name and phone number and we will call you back. If you are calling from another country, please note that we can not return international phone calls. Fax your order to us at 503-642-1443. Print out your order form and mail it to us with your credit card information, or money order, personal checks, or company checks. Note that checks will delay processing of your order by 7-14 days while the check clears your bank. Money orders will delay processing of your order by 2-5 days while it clears your bank. What are my shipping options? We ship our products around the using a variety of shipping options and delivery methods. Click here to review detailed shipping information. Most orders received before noon (Pacific time) on a business day are shipped the same day. Orders received after noon or on the weekend are shipped the next business day. Do you offer discounts for quantity purchases? Yes. Generally, discounts are available for case quantities and, in some cases, less depending on the product, manufacturer, and availability. We will work with charitable organizations to the extent possible to help you get the most huggable plush teddy bears and stuffed animals for your organization’s needs. Contact us to see how we can help. How do I redeem a coupon? The shopping cart page contains a place to put in your coupon code. Hit “Recalculate” to update the shopping cart to reflect your coupon. If you coupon is not accepted, and you think it is valid, contact us so we can help. Do I have to pay sales tax? No. We are located in Oregon and do not collect sales tax. When will by credit card be charged? Our website shows items that are available and ready to ship. When you place your order, your credit card information is processed through our secure system and your card is charged for your order right then. Normally, all items shown on our site are available for immediate delivery. However, occasionally we receive orders for several pieces of the same item or several orders for the same item before we can update the website. If this occurs, we will contact you with information on an estimated delivery time and to request further instructions, including a refund if you want one. When will a credit appear on my credit card account? We process credits within 48 hours of receiving an order cancellation or a returned item. The time it takes for a credit to show on your credit card statement may be one or two statement periods depending when during your billing cycle that the credit is processed. Can I cancel an order after it has been submitted? Yes. Just contact us or call us at 866-340-2327 and we will take care of it. Generally, orders placed before noon (Pacific Time) are shipped the same day. Orders placed after noon or on weekends are shipped the next business day. Depending on when your order was placed, we can stop usually stop the shipment if you cancel within an hour or so of when you placed the order. Orders already shipped cannot be canceled and must be returned. Was your package undeliverable? Occasionally packages are returned to us as undeliverable. When the carrier returns an undeliverable package to us, we will attempt to contact you at the email address or phone number provided with your order for further instructions. If we are unable to contact you, we will issue a credit for the item to your credit card or other method of payment. If you suspect your order cannot be delivered as addressed and you have not received confirmation of its return or refund after 4 weeks from the estimated delivery date, please contact us and we will trace the delivery and if it is lost, we will either issue a credit or ship another item, your choice. Why do shippers return some shipments deemed undeliverable? Incorrect Address. If the address is incorrect or outdated, the package is typically returned to us by the carrier or the unintended recipient. Please double-check your address carefully when placing a new order. If an APO or FPO address is entered as an international address, the package will not reach its destination. Address Format. If a post office box address was entered in a format our system does not recognize, the package may be shipped through a carrier that cannot deliver to a post office box. To ensure that such packages are routed through the proper carriers, please enter the box number as "PO BOX" followed by the number. Other Address Problems. If the order is being shipped to a prison, there may be delivery restrictions associated particular prison, which may vary. In rare cases, it is also possible that the address label became illegible during the shipping and handling process. Refused by Recipient. If a gift recipient is not expecting a gift, they may refuse the package if they believe it was sent to them in error. If you still want to send these items, you may want to let the recipient know that a surprise is on the way. How do I contact Freebears.com? Email is our preferred method of contacting us with any question or concern you may have. Just click here, tell us your concern, and we'll be in touch with you shortly. We strive to answer all emails within 4 hours during normal business hours and within 24 hours on weekends, holidays, and evenings. You may also call us toll free at 866-340-2327 during normal business hours. We are usually available to assist you by phone Monday through Friday from 9:00 AM to 5:00 Pacific time. Sometimes we are busy helping other customers and you will reach our voice mail. Please leave a message and we will call you back, usually the same day. Our mailing address is: Freebears.com 21785 S.W. TV Highway, Ste Q Aloha, Oregon 97006 What is your shipping refund policy? Freebears.com will credit all reasonable and customary freight charges for products that arrive damaged or defective. (Please note that we inspect all returns to verify the product delivered was damaged or defective.) We also credit all reasonable and customary freight charges if you receive the wrong item or if approved by a representative of Freebears.com. For all other returns, see our Return Policy. How do I get a copy of an invoice for my order? You will receive an email confirmation of your order within a few minutes of finalizing your order. If you do not receive an email confirmation within four hours of placing your order, send an email or call us and we will take care of it. A copy of the invoice will also be included with your shipment unless the shipment is a gift, in which case we will send an invoice without the pricing shown. Did you receive a damaged item? If the item is damaged, we will gladly replace it for you. Contact us and include your name, order number, and a description of the problem and we will take care of it. Did you receive the wrong item or an item you didn't order? Oops! We strive for 100% accuracy with our orders, but occasionally mistakes happen. Contact us and include your name, order number, and a description of the problem and we will take care of it. Do you need to return an item? Pack the items along with the invoice securely in a box. You can use the box the items arrived in or another box, if you prefer. Prepare a shipping label to: Returns Freebears.com 21785 S.W. TV Highway, Ste Q Aloha, OR 97006 Affix a shipping label to the outside of the box. Ship the box back, preferably using the same shipper as used to ship the item to you. Most items can be shipped by USPS, but some larger items can only be shipped by UPS because of their size. If the return is the result of our error your credit will include the shipping cost of the item to us. If the return is not the result of our error, you will not be credited for any shipping costs. See our return policy. How do I redeem my Gift Certificate? Select the item or items of your choice and add them to your shopping cart. When you are done shopping, go to the Shopping Cart page by selecting “Shopping Cart” on the upper right-hand portion of any page on our site. After making sure your shopping cart contains what you want, select "Checkout". On the next page, enter your information, including gift certificate number and PIN that were supplied when you received your gift certificate, and submit the order. If you prefer, you may fax, mail, or phone your order to us along with a copy of your gift certificate. Make sure to include credit card information if there is an amount due after applying the Gift Certificate amount to your order. Any gift certificate balance remaining after your order will be maintained for your next order or until the gift certificate expiration date. Remember, gift certificates are valid for a period of two years from date of issuance. The rest is up to us. We will rush your gift to you by USPS Priority Mail (except Jumbo animals or large orders which are sent by UPS). If at any point you have a question do not hesitate to contact us by email or phone. We are here to help make your gift certificate redemption experience a good one! Do you ever charge a restocking fee for returned items? Some special orders are subject to a restocking fee of 15%. Special orders typically include large orders that have been discounted or require special handling. You will be notified if your order would be subject to a restocking fee prior to shipment of your order.