Welcome to our Cuddle Kind family! Just as we craft each cuddle companion with love and attention, we want every part of your experience with us to feel warm, secure, and joyful. Below you’ll find all the details about how we deliver your new friends to your doorstep and our gentle promise for returns and exchanges.

Our Shipping Promise

We carefully prepare and ship your order from our home at 4273 Brown Bear Drive, Hemet, US 92543. Our goal is to get your cuddle companion to you safely and as quickly as possible.

Order Processing

Once your order is placed, our small team lovingly prepares it for shipment. Please allow 1-2 business days for order processing before your item is dispatched.

Shipping Methods & Delivery Times

We ship globally (excluding some remote areas and parts of Asia). You can choose the shipping option that best suits your needs:

  • Standard Shipping (Fee: $12.95)
    We use trusted carriers like DHL or FedEx. Your order will typically arrive within 10-15 business days after it leaves our workshop.
  • Free Shipping
    For orders over $50, we offer free shipping via EMS. Delivery typically takes 15-25 business days after dispatch.

Please note: Delivery times are estimates and may vary slightly depending on your location and customs processing. You will receive a tracking notification once your order is on its way!

Our Gentle Return & Exchange Promise

At Cuddle Kind, we believe every cuddle companion should bring pure joy to your home. If your new friend hasn’t quite found their perfect place in your heart, we’re here to help with kindness and care. We happily accept returns and exchanges within 15 days of your receipt date.

Items We Cannot Accept Returns For

To protect the special nature of our collections, we cannot accept returns for:

  • Art prints – Due to their delicate and personalized nature.
  • Items that show signs of wear or have been removed from their original packaging.
  • Personalized or custom-made companions.

This aligns with our menu collections like the Art prints and personalized items, which are made uniquely for you.

Our Simple 3-Step Return Process

Step 1: Contact Our Kind-Hearted Team

Please reach out to us within 15 days of receiving your order. Simply email us at [email protected] with the following details:

  • Your Order Number
  • Order Date
  • Item(s) you wish to return (including Product Name and Collection, e.g., Baby Animal Collection)
  • Reason for return
  • Your preferred resolution: Refund or Exchange for a specific product

Step 2: Receive Your Return Instructions

Within 1-2 business days, our caring team will email you with:

  • A return authorization number
  • Shipping instructions and our return address
  • Any special instructions for your specific items

Step 3: Ship Your Return

Please package your items securely in their original packaging and include:

  • The return authorization number clearly visible on the package
  • All original tags and accessories
  • The original packing slip or a note with your order number

Note: Return shipping costs are the responsibility of the customer, unless the return is due to an error on our part.

Refund Information

When Will I Receive My Refund?

Once we receive and inspect your return, we’ll process your refund within 3-5 business days. The timing of when the funds reach your account depends on your original payment method:

  • Credit Cards (Visa, MasterCard, JCB): 5-10 business days after we process your refund.
  • PayPal: 3-5 business days after we process your refund.

What Will Be Refunded?

We’ll refund the purchase price of the returned items. Original shipping fees are non-refundable, unless the return is due to our error.

Exchange Process

Looking for a different cuddle companion? We’d be delighted to help you find the perfect match from our Signature Collection, Tiny Collection, or Baby Animal Collection!

How Exchanges Work

  1. Follow the same return process above, indicating you’d like an exchange.
  2. Once we receive your return, we’ll ship your new companion to you.
  3. If the exchange item costs more, we’ll send a secure payment link for the difference.
  4. If it costs less, we’ll refund the difference to your original payment method.

Best part? Exchange shipping is complimentary—our gift to help your new friend find their way home to you.

Need Help? We’re Here for You

Our kind-hearted team is always ready to assist with any questions about shipping, returns, or exchanges. Just as we craft each doll with care, we’ll handle your request with the same warmth and attention.

Email: [email protected]
Address: 4273 Brown Bear Drive, Hemet, US 92543

Thank you for being part of our Cuddle Kind family. Together, we’re growing joy—one secure transaction and happy heart at a time.