UltraSoftToy.com FAQ
Order Help
1. How do I place an order on UltraSoftToy.com?
Visit ultrasofttoy.com, browse or search for your desired items, add them to your cart, then proceed to checkout. Follow the prompts to enter your shipping details and payment information, then confirm your order to complete the process.
2. Can I modify or cancel my order after it’s been placed?
Orders can be modified (e.g., item quantity, shipping address) or canceled within 1 hour of placement if they haven’t entered the processing stage. Contact our support team via the “Help” tab on ultrasofttoy.com to request changes—we cannot guarantee adjustments for orders processed beyond this window.
3. How do I track my order?
Once your order ships, you’ll receive a confirmation email with a unique tracking link. You can also log into your UltraSoftToy.com account, go to “My Orders,” and select your order to view real-time tracking updates.
Shipping & Delivery
1. What shipping options are available?
We offer two main shipping methods:
- Standard Shipping: Typically arrives in 3–5 business days.
- Express Shipping: Arrives in 1–2 business days (available for select locations at checkout).
2. Is international shipping available?
Yes, we ship to most countries worldwide. Shipping times and fees vary by destination—you can view exact costs and delivery estimates during checkout by entering your international address.
3. Why is my order delayed?
Delays may occur due to high order volume, customs processing (for international orders), or unforeseen logistics issues. If your order is late beyond the estimated delivery window, use the tracking link to check for updates, or reach out via the “Help” tab for assistance.
Returns & Cancellations
1. What is your return policy?
You can return unused, unwashed items (in their original packaging) for a full refund or exchange within 30 days of delivery. Personalized or custom items are non-returnable unless damaged or defective.
2. How do I start a return?
Log into your UltraSoftToy.com account, go to “My Orders,” select the order you want to return, and follow the “Start Return” prompts. You’ll receive a pre-paid return label (for eligible orders) to ship the item back to us.
3. When will I receive my refund?
Once we receive and inspect your returned item (usually 2–3 business days after delivery to our warehouse), refunds are processed within 5–7 business days. The refund will be credited to your original payment method.
Product Information
1. Are Jellycat products safe for babies and young children?
Yes—all our toys meet global safety standards (including non-toxic materials, no small parts that pose choking hazards for ages 0+). Check individual product pages for age recommendations (e.g., some items are designed for 3+ years).
2. How do I care for my Jellycat product?
Most items are machine-washable on a gentle cycle with cold water. Air dry or tumble dry on low heat—avoid bleach or ironing to preserve softness.
3. Are out-of-stock items restocked?
Most popular out-of-stock items are restocked within 2–4 weeks. You can select “Notify Me When In Stock” on the product page to receive an email alert once the item is available again.
Payments & Refunds
1. What payment methods do you accept?
We accept major credit cards (Visa, Mastercard, American Express), debit cards, PayPal, and Apple Pay for secure checkout.
2. Why was my payment declined?
Common reasons include insufficient funds, an expired card, incorrect billing information, or your bank flagging the transaction as “unusual.” Verify your payment details or contact your bank for assistance, then try again.
3. Can I get a refund for a gift?
Yes—gift recipients can request a refund (to the original payment method) or exchange within 30 days of delivery, provided the item is unused and in original packaging. You’ll need the order number (provided by the gift giver) to start the process.
My Account
1. How do I create an UltraSoftToy.com account?
Click “Sign Up” at the top of ultrasofttoy.com, enter your email address and a secure password, then follow the verification link sent to your email to activate your account.
2. Can I view my past orders in my account?
Yes—log into your account and go to “Order History” to view all past orders, including tracking details, delivery confirmations, and return statuses.
3. How do I update my account information (e.g., email, shipping address)?
Go to “Account Settings” in your profile, select the section you want to edit (e.g., “Contact Info,” “Shipping Addresses”), make your changes, then click “Save” to confirm.