FAQ

Need help?

Our Customer Happiness Team is ready and waiting at info@bearmylove.com — drop us a line, and we’ll sprinkle a little magic on whatever you need! ✨

✈️ Do you ship worldwide?

Absolutely — love knows no borders. 🌍

📦 Where do you ship from?

We ship straight from our warehouse in Hong Kong, with love (and a few bear hugs).

🔄 Can I change or cancel my order?

We get to work fast — if you need to change or cancel your order, please email us within 12 hours of placing it. After that, it's likely already being prepped by our busy little bears!
(If it's too late, no stress — you can still return it for a full refund once it arrives.)

💳 What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, AMEX), PayPal, and Afterpay — because love shouldn't have to wait. ❤️

⏳ When will my order be processed?

We process orders Monday–Friday (our bears rest on weekends). 🐾
Please allow 1–3 business days to prepare your order, plus a little extra time during holidays or sales. Once it’s ready, it ships out the very next day!

🚚 How long will it take to receive my order?

Because true love (and custom engraving) takes a little time, please allow 7 –10 business days for delivery.
Trust us — it's worth the wait.

😟 What if I don’t receive my order?

No worries — if your order hasn’t arrived within 30 days after shipping, you’re eligible for a full refund. (We’ve got your back.) 🐻💌

🛃 Will I be charged customs and taxes?

Our prices are tax-free in NZ Dollars — but depending on where you live, your local customs office might add some duties or taxes when your package arrives.
These are your responsibility, and we can't cover customs delays — but if you need help navigating it, we’re happy to point you in the right direction!

🔁 How do I return an item?

Easy — just email us at info@bearmylove.com and we’ll guide you through it. (Painless, promise.)

💔 What if my item is defective, incorrect, or damaged?

Oh no!
If something's not perfect, please email us ASAP with your order number and a few photos. We’ll make it right — quickly and with lots of love.

💸 When will I receive my refund?

Once your return is processed, your refund will head back to your original payment method.

  • For credit/debit cards, refunds usually land within 7–10 business days.

  • Haven’t seen it yet? Give your bank or credit card company a nudge — sometimes they need a reminder.

Still have questions?

Don't be shy — reach out to info@bearmylove.com anytime!
We're here to help, cheer you on, and maybe even sneak in a bear pun or two. 🐻🌹