How it travels to you

Who ships the animal

The partner store you order from picks, packs and ships. Their page shows the delivery estimate for your address at the moment you order, and that estimate is the accurate one — we would only be guessing.

Nothing on this site ships from our desk. We are the studio that designs and makes the animals, not the warehouse that sends them.

Tracking

Tracking appears on the order page of the store you bought from, usually within a day of dispatch. If it has not appeared, their order page is also where you raise it.

We cannot look up an order, change an address or hurry a parcel along. It is worth saying plainly because people write to us about it every week and we hate sending an empty answer.

Packing

Plush travels well. Our animals are compressed in transit and come out of the bag looking flat; a few minutes of shaking and a hand run through the pile brings the shape back. Jumbo animals take an hour or so to recover fully.

If the fur has a crease where a strap sat, warm steam from a kettle held at arm's length lifts it.