Frequently Asked Questions

No, you can check out as a guest. However, having an account lets you track your orders, view order history, and receive updates on new arrivals and promotions.

You can cancel or modify your order within 6 hours of placing it. Please contact us at woollypearlofficial@gmail.com as soon as possible. Once the order is in production, changes cannot be made.

Shipping address changes are possible within 6 hours of placing your order. After that window, we're unable to make changes. Please double-check your address before completing checkout.

Please check your spam or promotions folder first. If you still can't find it, contact us at woollypearlofficial@gmail.com and we'll resend it.

Delivery takes approximately 7–15 business days depending on your location. You'll receive a tracking number once your order ships.

Yes! We offer free shipping on orders over $49. For orders below that, shipping costs will be calculated at checkout based on your location.

Yes, we ship worldwide. Please note that international orders may be subject to customs duties and taxes, which are the responsibility of the recipient.

Once your order ships, you'll receive a tracking number by email. You can also visit our Track Order page anytime. Please allow 2–5 business days for the tracking to update in the carrier's system.

Carriers sometimes leave packages in a safe location such as a mailbox, porch, or with a neighbor. Please check around your property and wait 24 hours. If you still haven't received your order, contact us at woollypearlofficial@gmail.com.

We accept returns within 30 days of delivery for items that are unused and in their original condition. Please visit our Refund Policy page for full details.

We're so sorry to hear that! Please email us at woollypearlofficial@gmail.com with your order number and a photo of the item. We'll arrange a replacement or full refund right away.

Once your return is approved, refunds are typically processed within 5–10 business days back to your original payment method.

Yes! All our plush toys are made from soft, non-toxic materials and meet safety standards. However, small parts on some products may not be suitable for children under 3 years old — please check the individual product page for details.

We recommend spot cleaning with a damp cloth and mild soap. For heating pad products, do not submerge in water. Allow to air dry fully before use.

Place the inner heating insert in the microwave for 30–45 seconds. Always test the temperature before use and never leave unattended while heating. Do not overheat. Keep away from children without adult supervision.

Absolutely! Our products come beautifully packaged and make a meaningful gift for any occasion — birthdays, get-well-soon, comfort gifts, or just because. Each piece carries a heartfelt message phrase.

We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), as well as PayPal, Apple Pay, and Google Pay.

Yes! Enter your discount code at checkout. Please note that only one discount code can be applied per order, and codes cannot be applied after the order is placed.

Absolutely. Our store uses SSL encryption to protect your payment information. We never store your card details and all transactions are processed through secure, trusted payment providers.