Customer Service
Customer Service & Frequently Asked Questions
Sending a Teddy Bear is not a single act of giving—they become family members, beloved heirlooms and VIPs at tea parties. Getting your Teddy Bear home on time safely and quickly is of the utmost importance to us. Please review our Frequently Asked Questions below for the quickest answer to your questions. If you do not see your question answered below please chat or email us at: customerservice@vermontteddybear.com Monday-Friday from 9am-9pm Eastern Time.
Frequently Asked Questions:
Questions about my order
Questions about shipping
Questions about Vermont Teddy Bears
Questions about Teddy Bear Repairs & Care
Customer Service Questions
Orders
Do you have any discounts or coupons I can use?
The majority of our promotions and discounts are sent out to customers via our PreFur’d email program. You can sign up for this program at any time on our home page.
How do I add personalization to a product? Will it delay delivery?
Most of our Bears and outfits can be personalized with a name or initials. When you are ordering you can add personalization to your Bear in the box to the right of the Bear on the product page. Adding personalization to a Bear’s paws will add two extra days to processing the order.
Is it safe to use my credit card on your website?
Our online orders are processed via a secure server using SSL technology. Your credit card information is transmitted to Vermont Teddy Bear in an encrypted (scrambled) form.
I’m trying to order online. Why am I getting an error message?
If you are trying to order on our website and are receiving an error message, please contact us via chat or email.
Shipping
How can I track my order?
Once your order ships, you will receive an email with the tracking number. If you do not receive this email, please email us at customerservice@vermontteddybear.com and we would be happy to resend your tracking number.
How do you ship and what are your shipping rates?
We ship the majority of our orders with FedEx and/or USPS. Some orders will be sent out using FedEx’s SmartPost option which means they will start their journey to you via FedEx and end their journey with the United States Postal Service.
What time of day will my order arrive?
Unfortunately we can’t guarantee a specific time of delivery. Our delivery companies will deliver to residential areas until 8pm and to businesses until 5pm.
Can you gift wrap the box?
At this time we do not offer gift wrapping but we send all of our Teddy Bears in playful Vermont Teddy Bear boxes.
Can you send the bear in a plain box?
All of our Teddy Bears ordered on VermontTeddyBear.com are shipped in our colorful boxes as it completes the gift.
Vermont Teddy Bear Products
If something is out of stock, when will you have it again?
Our holiday themed bears are sometimes are only sold during certain seasons. If a teddy Bear you are interested in is out of stock, please contact us via chat or email and we can check on availability for you.
Where are your Teddy Bears made?
Our 11”, 15” and 20” jointed bears are handmade right here in Vermont. Our larger and non-jointed Teddy Bears are made by a long-time trusted partner overseas and then stuffed and finished with love in Vermont. Our Buddy Collection and Christmas Ornaments are made 100% overseas.
What sizes do you Teddy Bears come in?
Our Teddy Bears range in size from 11 inches when standing to 6 feet! We have something for everyone!
Can I order cubs only?
11" cubs are just babies and need to travel with a 15" companion. If you have a growing family and need to add a new cub, please contact our customer service team via chat or email and we can set up an order for you.
What is a Bear-Gram®?
All of our bears are sent out as Bear-Gram gifts. This means they come with a complimentary greeting card and get shipped in a fun Vermont Teddy Bear box.
How much do Vermont Teddy Bears cost?
Our 15" Classic Teddy Bear is $64.99. Dressed Bears will range from $69.99- $119.99 depending on the size of the Teddy Bear and the outfit it is wearing. Limited Edition Bears may be more expensive as they require extra attention.
Are your Teddy Bears safe for children?
Vermont Teddy Bears are 100% child save when “Bear Nekkid”. Please remove any clothing or accessories before giving to a child 3 years or younger.
Bear Repair & Care
How do I send my Teddy Bear back for repair if it is damaged?
We know our bears get loved a lot and that sometimes injuries happen. If your bear is in need of some repair, please visit our Bear Hospital page for detailed information. All our bears are guaranteed for life and no matter the damage, we will fix or replace your bear free of charge.
How long does my Teddy Bear have to stay at the hospital?
Depending on the extent of the damage, bear repair can take anywhere from 2-6 weeks to complete. You are welcome to contact customer service via chat or email to check on your bear at any time and we will give you an update on its status. Our very own Dr. Pam will take great care of your bear until they are ready to come back home.
How do I wash my Teddy Bear?
Teddy Bears 20” and smaller can be washed in the washing machine on a low cycle with a mild detergent. We suggest putting your Teddy Bear in our Bear Care Kit or a pillow case to prevent the eyes from scratching. Once washed, air dry your Teddy Bear and then brush out his or her fur with a comb. Our Teddy Bears are true Vermonters and do not like the heat so please do not put them in the dryer as it will ruin the fur. Teddy Bears larger than 20” can be spot cleaned with a little water and a gentle detergent.
Customer Service
How do I return or exchange a Teddy Bear?
Returning or exchanging a Bear is easy! Simply download this form and ship the Bear to us at 6655 Shelburne Road, Shelburne VT 05482. To avoid any delays, please be sure the form is filled out completely.
Can I cancel or change my order after it has been placed?
We process orders very quickly, especially during busy holiday times to ensure all our Teddy Bears will be delivered on time. If you need to change your order in any way, please call our customer service team via chat or email and we would be happy to see if we can make a change for you. Unfortunately we cannot guarantee that a change can be made.
How can I check my order status?
If you created an account during check out, you will be able to view your order at any time. If you did not, please contact customer service via chat or email and we can provide your order status to you. We also send out a confirmation email when the order is placed and a tracking email when the order ships.
How do I contact customer service?
You can email us at any time at customerservice@vermontteddybear.com or chat with us via our website chat option.