Understanding your Order

Find out what type of order you’ve placed and its progress below. ♡

Regular Orders

Regular orders are orders that are placed for in stock plush. They usually ship within three business days from the day you placed your order. Australia Post isn’t open on weekends or public holidays so we only ship on business days (Mon - Fri). To check the status of your order, you can sign into our website or check your email for a tracking number from us.

Pre-Orders

Pre-orders are orders for plush we don’t have in stock but will order in for you during our next bulk order with Douglas Cuddle Toys. When you placed your pre-order, the button would’ve said “pre-order” and above it, the message: “This is a pre-order item. You must read and understand our pre-order process before ordering.“ If you didn’t notice this when placing an order and you haven’t received a shipping confirmation after three business days then you’ve placed a pre-order.

Where is my pre-order?

To know where your pre-order is, you need to know which pre-order batch you’re in. You can easily do this by viewing our pre-order processing times page and checking the active batch dates. If you placed your pre-order between those two dates then you’re included in that batch. See example below where at the bottom it says “Pre-orders placed between September 8th and September 23rd will be included in this batch.”

Keep checking the updates tab (as seen in example below) to know the latest information regarding that batch.

How can I check the date of my order?

To know what day you placed your order, check your confirmation email and the date that was sent. You can also log into our website and check the date of your order there.