From customer support to custom design and sales inquiries, we'll connect you with the right Teddy Mountain expert.
From customer support to custom plush design and sales guidance, our team is here to help you bring your plush ideas to life.
Processing Time: 2 business days. Fully stuffed orders add 10-12 business days
Orders placed after 12:00 PM EST start processing the following business day. Orders placed after 12:00 PM EST on Friday through Sunday evening go into process the following Monday.
Expedited processing may be available for an additional fee. Please contact us for pricing and availability.
High-volume ordering seasons and sales events can sometimes increase the processing times, as well as orders that are amended (making additions or removing of items after placing the order, combined shipping, address changes, etc.) Other items that require additional processing times would include: orders that require stuffing, those requiring customs paperwork, or shipping quotations. Please plan accordingly and place your order in plenty of time to accommodate the processing of your order and the shipping time.
IMPORTANT: Communication is the key! If you have an event and need your order on a certain date, please include this information in the Comments and/or contact us by phone at1 (877) 480-2327 to ensure we can accommodate your request.
Primary Carrier: We use FedEx as our preferred carrier. By using our FedEx account for shipping we pass our discounts directly to you.
You can use your own courier option - Contact us for help with this.
Faster shipping options may be available - You can review options available for you at check out.
*Express saver is 3 days, even if your location is less than 3 days to arrive
Same-Day Shipping: If you absolutely require same day shipping, please call us to discuss your shipping options and any fees that may apply. Same day shipping orders must be received prior to 10:00 AM EST.
Freight quotes available for large orders. We will request a freight quote option for orders that contain 20 boxes or more. We will contact you with the comparison to ship the best way you prefer.
You will receive an automated email with tracking information after your order has been shipped.
Shipping times are an estimate. High-volume ordering seasons and weather may affect estimated delivery times.
We ship from Champlain, NY, and use Federal Express Ground for all orders unless otherwise specified.
Receiving shipment: All orders should be reviewed within 72 hours of delivery for accuracy. Shipments received by freight should be checked immediately to ensure no damage has been incurred during transit, and that all boxes are accounted for. Any discrepancies or damages must be noted on the signed paperwork with the carrier before they leave.
This is by far the most economical shipping method of choice. Please review our state shipping map below to determine your shipping time. The day your order ships is not counted as one of the shipping days on the map.
Estimated transit: 1–7 business days. Best for non-urgent orders.
Air Shipment, will arrive in 2 business days after picking is completed. The day your order ships is not counted as one of the days. Therefore, if you order on Monday prior to 12:00 noon EST, this order would arrive on Wednesday.
Air Shipment, will arrive in 3 business days after picking is completed. The day your order ships is not counted as one of the days. Therefore, if you order on Monday prior to 12:00 noon EST, this order would arrive on Thursday.
FedEx will hold for 3 days regardless if you are in a 1 or 2 day zone.
Air Shipment, will arrive in 1 business day after picking is completed. The day your order ships is not counted as one of the days. Therefore, if you order on Monday prior to 12:00 noon EST, this order would arrive on Tuesday.
Our fastest option — priority air shipment.
Once the order is picked and is finalized at the warehouse, it will be assigned a tracking number if you use a carrier that assigns those (for LTL shipments you will receive a copy of the Bill of Lading so that you can follow its progress). You can navigate to your profile page and check the status and tracking information of all your orders here! After your order ships you will receive an automated email with tracking information.
You can also choose to the "Warehouse pickup" option at checkout if you wish to pick up your order yourself at our Warehouse in Champlain, NY or arrange for a freight forwarder.
Orders are shipped from our warehouse in Champlain, New York and consolidated daily before crossing the border. Once in Canada, shipments are transferred to UPS in Laval, Quebec for final delivery to your location.
Shipping rates are calculated from Laval, Quebec to your destination, helping reduce shipping costs.
Orders are pre-cleared through customs before delivery.
No unexpected customs invoices, brokerage fees, or clearance charges will arrive after your shipment is delivered.
GST/HST is collected at the time of purchase and included on your invoice.
Tracking information is available through your Teddy Mountain account and the UPS website.
Please allow:
2–4 business days for order processing
1 additional business day for border transfer and consolidation
Plus standard UPS transit time to your location
A small brokerage fee is included in your shipping charges to cover customs processing and clearance. Please refer to the brokerage fee chart below for estimated costs.
Once your order ships, tracking information will be available in your Teddy Mountain account under Order History and can be viewed directly through UPS/FedEx.
For order shipping to Europe, please contact our partners at Teddy Mountain UK.
Sales / Office: 01803 559768
We recommend that anyone shipping outside of the US and Canada use a freight forwarder.
If you are located in Europe or the UAE, please reach out to our partners at Teddy Mountain UK for assistance with those countries.
You can add your shipping account information before placing your order:
You can also chat or call us during standard business hours, or send us an email anytime, to add that information to your account.
When you place your order, it will give you an estimate of the delivery time frame. Orders with priority shipping, such as Express Saver, 2 Day Air or Overnight, have priority processing time and ship out either the same day or the next business day.
You can call or email the customer service team and we can review options with you. We may be able to expedite the processing time or change the shipping method. Please note that once an order has been shipped, we can’t change the shipping method.
We can manually adjust orders that have not shipped to change the shipping address. This may change the shipping cost.
If an order has already shipped, we can submit a request to re-direct the order. This may delay your order delivery, and it is not guaranteed that the re-direct request gets processed. Please contact customer service.
We recommend that anyone shipping outside of the US and Canada use a freight forwarder. If you are located in Europe or the UAE, you will want to reach out to our partners at Teddy Mountain UK at https://www.teddymountain.co.uk/ for assistance with those countries.
The US government imposes a tariff on any product brought into the United States. There is no exemption from tariffs; this includes tax-exempt entities. In lieu of blanket price increases, we made a very transparent Tariff Surcharge, which can be adjusted easily as the tariffs change. Each product has a different tariff based on the product type and the country of origin.
The handling fee is a surcharge that the warehouse charges for touching any order. The minimum handling fee is $3.75. It can go up with the quantity of items and the number of boxes shipped.
Need assistance with shipping?
Sometimes a quick conversation is the fastest way to find the right solution.
1 (877) 480-2327
