How can we help you?

Welcome to VANA PURE Care Center. Find answers, support, and care tips.

Live Chat

Chat with our Plush Experts.
Mon-Fri, 9am - 6pm EST.

Email Us

Send us a message.
We typically reply within 24 hours.

Submit a Ticket

For complex issues or returns,
open a support ticket here.

Important Safety Notice: Counterfeit Protection

Please be aware of unauthorized websites selling counterfeit VANA PURE products. To ensure you receive an authentic, safety-tested plush toy, only purchase from vanapure.com or our authorized dealers. We never ask for payment via wire transfer or crypto.

Product Care Guide

How to Wash Your VANA PURE Plush

  • Surface Wash (Recommended): Use a damp cloth with mild soap to gently wipe stains. Air dry.
  • Machine Wash: Place the plush in a mesh laundry bag. Use the "Delicate" cycle with cold water.
  • Drying: Never use high heat. Air dry or tumble dry on the lowest heat setting to maintain fluffiness.
  • Detergent: Use gentle, non-bleach detergent to protect the CloudSoft™ fabric.

Keeping It Fluffy

  • Brushing: Use a soft-bristle brush once a week to prevent matting and keep the fur silky.
  • Reshaping: Gently massage the stuffing after washing to redistribute the filling evenly.
  • Scent Refresh: You can place a lavender sachet near the plush (not inside) for a calming scent.

Long-term Storage

  • Store in a cool, dry place away from direct sunlight to prevent color fading.
  • Use a breathable cotton bag instead of plastic to prevent moisture buildup.
  • Avoid compressing heavy objects on top of the plush to maintain its shape.

Frequently Asked Questions

Orders & Account

How do I track my order?
Once your order ships, you will receive an email with a tracking link. You can also log in to your VANA PURE account and view "Order History" for real-time updates.
Can I modify or cancel my order?
We process orders quickly. Please contact us via Live Chat within 1 hour of placing your order if you need to make changes. After that, we may not be able to intercept the shipment.
Do I need an account to buy?
No, you can check out as a guest. However, creating an account allows you to earn loyalty points, save shipping details, and track orders easily.

Shipping & Returns

Do you ship to Hong Kong & International?
Yes! We offer express shipping to Hong Kong (2-4 business days). International shipping times vary by location. Duties and taxes are calculated at checkout.
What is your return policy?
We accept returns within 30 days of delivery. The plush toy must be in original condition with tags attached. Personalized items are non-refundable.
What if my package is lost?
If your tracking hasn't updated in 5 days, please submit a ticket. We insure all packages and will send a replacement if the carrier confirms it is lost.

For more common questions, please visit our FAQ page or get in touch with us.