Shipping & Delivery

Different plush products have different production cycles. The estimated dispatch time is always displayed on each product page and confirmed again in your order email.

In-Stock Plush Toys

Items marked In Stock are typically packed and dispatched from our warehouse within 1–3 business days after your order is placed. Standard delivery then takes approximately 5–10 business days, depending on your destination.

Pre-Order Plush Toys

Pre-order plush are produced in limited batches. The estimated shipping window for pre-order items follows the date displayed on the product page or the dispatch date confirmed by our customer service email — typically 2–3 weeks after the order is placed, and occasionally longer for highly limited releases. We will email you as soon as your pre-order leaves the warehouse.

Custom / Made-to-Order Plush

Fully custom plush usually require 4 weeks or longer in production. To make sure your plush turns out exactly as you imagined, our design team will reach out within 2 days of your order to confirm every detail — including character references, fabric and color choices, embroidery, sizing, accessories, and packaging. Sample previews (digital and/or physical, depending on the project) will also be shared for your approval, and your custom plush will only be dispatched once you confirm everything is correct.

Because custom production timelines can vary based on complexity and revision rounds, the final dispatch date will be confirmed in writing during the design-confirmation stage.

Please note that personalized or made-to-order items, as well as orders paid by bank transfer or under review, may have longer processing times. You'll see the most accurate estimate at checkout.

Pre-orders let you reserve a plush from a limited release before it is fully produced. When you place a pre-order, we secure your unit in the next production run.

What to Expect

• The estimated ship-out window is shown on the product page.
• Production may take 2–3 weeks or longer, depending on materials, quality checks, and order volume.
• If the timeline changes, our team will notify you by email with the updated dispatch date.
• Once your plush is ready, you'll receive a Shipment Notification email with full tracking details.

If your order combines pre-order and in-stock items, we usually hold the order and ship everything together once the pre-order plush is ready. If you'd like in-stock items shipped separately, just contact us within 24 hours of placing the order.

A custom plush is a one-of-a-kind creation made just for you. Because every detail is hand-crafted to your specifications, the process is collaborative and a bit longer than ordering an in-stock item.

Our Custom Plush Workflow

• Step 1 — Order placed: You submit your custom request along with reference images or a brief.
• Step 2 — Design contact (within 2 days): A designer reaches out to confirm character details, fabric, colors, size, embroidery, accessories, and packaging.
• Step 3 — Sample & approval: We share digital renderings, and where applicable, photos or videos of the physical sample for your review.
• Step 4 — Production: Once you approve, your plush enters final production.
• Step 5 — Shipment: Your custom plush ships only after all details are confirmed correct.

Total turnaround is usually 4 weeks or longer, depending on design complexity and revision rounds. Rest assured, your plush will not ship until you give the final go-ahead.

Quality Assurance for Custom Plush

While custom plush are made-to-order and generally not eligible for return, your satisfaction still matters to us. If your custom plush arrives with a genuine quality issue — such as defective stitching, damaged materials, or a verifiable production error — you may still be eligible for a partial refund. The exact resolution will be assessed based on the condition of the item received and supporting photos. Please contact us within 7 days of delivery to start the review.

After you place an order, we'll keep you updated by email at every key step. If your order contains multiple items, you may receive separate notifications for each shipment.

Order Acknowledgement

Sent immediately after checkout, this email summarizes your order, billing details, and the estimated delivery window.

Design Confirmation (Custom Orders)

For custom plush, our design team will email you within 2 days of placing your order to begin the design-confirmation process described above.

Shipment Notification

When your plush leaves our warehouse, we'll send a Shipment Notification email containing the carrier name, tracking number, and a tracking link. You can also track your order at any time by signing in to your account.

Optional SMS Updates

If you provide a mobile number at checkout, we may also send 1–4 SMS updates per order with key delivery milestones. You can update or remove your phone number anytime in your account settings. Your privacy is important to us — see our Privacy Policy for full details.

VANA PURE works with trusted international and regional carriers — including DHL, FedEx, UPS, and local postal partners — to make sure your plush arrives safely. We choose the carrier based on your destination and the size of your order.

Some shipments may require a signature on delivery. Your Shipment Notification email will tell you whether a signature is needed. The carrier may attempt delivery several times before holding the package at a local facility.

If You Miss the Delivery

After the first attempt, you may pick the package up from the carrier's local facility. To collect it you may need:

• The carrier's Delivery Notice or tracking number
• A government-issued photo ID matching the shipping name
• A secondary ID, if requested by the carrier

Please note that we are unable to deliver to P.O. Box addresses, and once an order has shipped, the destination address can no longer be changed.

VANA PURE currently ships to most countries across North America, Europe, the United Kingdom, Australia, New Zealand, Japan, and parts of Southeast Asia. Available shipping methods and rates are calculated and displayed on the checkout page before you complete your order.

International Duties & Taxes

Depending on your destination, import duties, taxes, or local fees may apply and are the responsibility of the recipient. Where possible, we'll show estimated duties at checkout so there are no surprises.

Areas We Don't Yet Cover

There are still some countries and regions we are unable to ship to. We're truly sorry for the inconvenience this causes — and we're actively working with new logistics partners to expand our coverage so more friends around the world can welcome a VANA PURE plush home in the future.

If you're unsure whether we ship to your area, please contact us at [email protected] before ordering — we're happy to check for you.