Welcome to our Frequently Asked Questions!
You should be able to find answer to any question you have here, just click each question to reveal the answer!
Q: How long has Teddy Mountain Direct™ been in business?
A: Teddy Mountain Direct's owners have been in the teddy bear stuffing industry since 2003, and have worked with most of the existing wholesalers and retailers alike. Our background is retail, logistics, and technology, which has enabled us and our team to better understand the needs of our retailers and provide you the tools you need to do business.
Q: How is Teddy Mountain Direct™ different from the other providers?
A: What separates us from our competition? Our people! We have a diverse group of friendly folks whose main focus is to best serve you! We have many years (more than we'd like to mention) in the bear business, we've worked the trenches with our retailers, we know how difficult business can be, and our goal is to make your job easier. Our job is to listen. That is why, when you call Teddy Mountain during office hours, you won't get an answering machine, you will get a real live person ready to assist you (unless we're all already on the phone and then we'll call you right back). We pride ourselves in going the extra mile to make sure you are satisfied. We know your customers appreciate a high quality soft product, so we've set out to produce the softest plush on the planet, with the highest attention to detail! We understand how important it is to be able to offer a wide variety of items, and to keep those offerings fresh and new. We are constantly adding new and exciting products to our line to help keep your customers excited to come back. We know you have a choice when looking for providers, which is why we will always go the extra mile to keep you coming back. That is how we are different.
Q: Do you have any minimum order quantities?
A: Yes, All minimum order quantities are displayed for every product in the pull down menu. Typically, we pack plush and clothes in 6 packs, while supplies will be in varying pack sizes. The minimum wholesale order total is $50.
Q: Do you offer any discounts or promotions?
A: Yes, keep an eye out for special notice ! These are communicated through mailers and the our Teddy Mountain Club. If you sign up for our private facebook group for our established customers, Teddy Mountain Club, you will receive early notification of sales and specials! If you have an especially large even or special need, just give us a call, and we will be happy to discuss what might be possible!
Q: How quickly will I receive my order?
A: Shipping and processing takes place Monday- Friday. Orders are not processed or shipped on the weekends. To calculate how quickly you will receive a standard order with no special comments or requirements, order allow 3-5 days for processing then add the shipping time to your location from the shipping map. Certain types of orders that may require additional time for processing and shipping are: • Large orders that require shipping on pallets and trucking companies: high volume orders, orders with machinery or fixtures. • Pre-stuffing- please allow extra time for your animals to be pre-stuffed. If you absolutely must have your order by a specific date, communication is the key! We will do our best to accommodate you, so please let us know your requirements, and we will let you know what will need to be done to meet your date! Please remember many things can affect shipping such as weather, holidays, volume of orders in house. Please don’t rely on “you always get generated formula, so the shipping estimate is just that, an estimate, and there may be times when we need to collect a bit more for shipping. Once your order has shipped, and has been paid in full, we mark the order completed, and you will receive a final invoice with the total including the product and the shipping costs.
Q: How do I track my order?
A: Once your order has been picked and packed, a tracking number will be created and available to trace your order. Just log into the site, and click on “Order History”, and select your order to view your order status and tracking information. This tracking number will also be included on your final confirmation that is generated and e-mailed when your order leaves our warehouse
Q: How do I pay for my order?
A: We accept Visa, MasterCard, American Express, Discover, Paypal, and wire transfer.
Q: How much does shipping cost?
A: Shipping costs are based upon the dimensional weight of the goods shipped. When you place your order, our system estimates the shipping costs based on the amount of the order, (it puts a hold on those funds pending the transaction) after your order is picked and packed, only the exact amount of the order and shipping cost is charged. Please keep in mind that the estimation is just a computer generated formula, so the shipping estimate is just that, an estimate, and there may be times when we need to collect a bit more for shipping. Once your order has shipped, and has been paid in full, we mark the order completed, and you will receive a final invoice with the total including the product and the shipping costs.
Q: I received my invoice and some products are set to zero quantity, what happened?
A: Very rarely, but occasionally, when we are near depletion of certain items, two customers may be ordering at the same time, resulting in a same day Out-of-Stock situation. In these very rare cases, we will update and invoice accordingly to reflect the modification to your order. Please always check your invoice (which is sent to you via email, and also available via your ‘Order History’ to review your final invoice. All zero quantity items are unfortunately Out-of-Stock items that have not been shipped or billed, and are not back ordered.
Q: Do the clothes fit all of the Teddies?
A: Yes, we have two standard clothing, and accessory sizes. We carry a "Small" or 8” (8-10inch) product line and a "Large" or 16” (inch) product line, and this will be noted on each item’s description and category on our websites. The Large bears are similar size to a BAB, and our Small bears are similiar to Webkins. Please note due to the style and type of animal, some clothing fits some animals better than others! If you ever have a questions, just let us know!
Q: Are the bears and clothes safe?
A: Yes, our products carry the ASTM-F963 safety approval certification test for the United States and EN-71 for Europe. We take safety of our products very seriously and hold them to the highest safety standards.
Q: How do the bears close up?
A: On the inside of the plush opening we have a sewn in pouch with a locking zip tie closure. This allows for ease when stuffing along with a secure tie off. We then use a seamless Velcro seal on the outside of all plush so you can not visibly see the closure area. Please note that there is a covering on one side of the Velcro to stop the fur or fiber from sticking to it, and that cover should be removed prior to the final closure.
Q: Can I hand stuff a bear?
A: Yes, our openings are wide enough for hand stuffing. For extra fun, buy a few wooden spoons and have the children use these to help stuff the little arms and legs of your plush animals! We even offer easy individual sized fiber packs, to take the guesswork out of determining how much fiber you may need!
Q: How much stuffing does it take to fill a bear?
A: It is safe to estimate about a ½ pound of fiber per 16” (large) animal, and ¼ pound for an 8” (small) animal. You can also mulch your fiber, using a leaf mulcher, to make the fiber expand almost 3 to 1!
Q: How do your bears & clothes differ from your competitors?
A: We spend a lot of time on design, product details, and fabric selection. We pay extra attention to the little details that make our products special, so that we can provide you with the biggest and best selection anywhere in the market.
Q: What do I do if I have defective products?
We strive to have the best quality control in the industry, but due to the nature of our products – unstuffed bears – unfortunately some do get through with some holes or defects that won’t be caught until the bear is fully stuffed. We appreciate your help in tracking any defects that occur. By providing us with the information regarding them helps us to address any issues that may be occurring and correct them.
Q: How do I submit the items for a refund?
A: We’ve got a simple guide on the site just for that! Please refer to the "Defect Submission Form" on our Return Policys page here!
Q: Do you manufacture your own stuffing machines?
A: Yes, our manufacturer has been making our stuffing machines for over 10 years, with the best technologies available. Designed by electrical engineers in the vending machine business, our stuffers flat out work. They are smartly designed, with direct shaft, forced air, and few moving parts.
Q: Do the stuffers require maintenance?
A: The stuffers are pretty much maintenance free, but if you ever have questions or need help, it is only a phone call away. A one year parts warranty is also provided. With our stuffers, you get the most functional and durable machine, at the best price!
Q: Can I return a stuffer?
A: All sales for stuffers are final due to the high freight costs and low margins offered for the sale of a machine.
Q: Do you sell used machines?
A: We only sell first quality, new machines which include the warranty.
Q: Do you offer area or territory protection?
A: In today’s internet age, this is nearly impossible, as there are so many online businesses serving multiple locations. The only territory protection we are able to provide is for licensed brick and mortar Teddy Mountain Branded stores.
Q: Why should I order from you?
A: We work everyday to provide ‘Better Products, Better Service, at Better Prices’! Try us once, give us a chance, and we do everything we can to not only meet, but exceed your expectations!
Q: How many bears will a box of fiber stuff?
A: One 25lb box of fiber will fill approximately 50- 16” skins or 100- 8” skins. Mulching your fiber will at least double this! (information about mulching is included in FAQ)
Q: What is mulching, and why should I do it?
A: We are so glad you asked! Mulching is a process that will make the fiber for your bears much more soft, as well as saving lots of money by extending the amount of fiber you have. You will be able to stuff 2 to 3 times as many bears than you would if you did not mulch your fiber. Mulching is simply aerating the fiber. This also ensures that the bears are soft and cuddly, with no lumps or hard spots.
Q: So, how do you mulch the fiber?
A: We have an entire guide dedicated to just that! Please visit the link provided for a complete step-by-step guide LINK.
Q: How many fiber packs fit in a standard box?
A: The vacuum packed single fiber packs provide just the right amount of stuffing for one animal. These packs are sold in multiples of 6,so below is an approximation of the number of fiber packs that will fit in a box: 16” = 48 (19 lbs.) 8”= 60 (18 lbs.)
Q: How many bears fit in a box?
A: Our biggest box will hold approximately 60-66 16” bear skins or 100 8” bear skins.
Q: Can I receive my bears pre-stuffed?
A: Yes, you can! Click on the animals you would like to have pre-stuffed, to pull up the enlarged photo. There should be an option to choose “pre-stuffed”, once you choose that option, it will add the stuffing fee and your animals will arrive pre-stuffed with the backs left open for inserting recordable modules or other inserts. Please allow additional processing time for orders that require stuffing.
Q: What size boxes do you use for shipping?
A: We have various box sizes to ship our products, but our most commonly used size is 26.5” X 16” x13”.
Q: What carrier do you use for shipping?
A: In the US we use Fed Ex ground as our primary shipper. Large shipments requiring palletization are shipped through various LTL carriers.
Q: Can I use my own shipping account?
A: Most definitely! Just let us know if you’d like us to ship on your account, and we will set it up.
Q: How can I get photos of your products?
A: You are welcome to copy images from our website, just save from the enlarged image.
Q: Can I call myself Teddy Mountain?
A: Unless you are a licensed Teddy Mountain location, you may not call yourself Teddy Mountain on Facebook or in any other media, without specific authorization. However, you are welcome to say that you carry Teddy Mountain products. For Example, Bob’s Bears, proudly carries Teddy Mountain products. Or Teddy Mountain Products Sold Here!