Good questions,
clear answers.
Shopping, shipping, and taking care of your little friend.
How do I choose a size?
Each product has two size options. Choose a size on the product page to see its price. Read the measurement note for how height is measured; ears and decorative accents are excluded from plush character height.
Who are the characters designed for?
Our plush characters and cloth dolls are designed for collectors ages 14 and up, as gifts and room accents. They are not intended for infants.
How should I care for my character?
Follow the care instructions on its product page. Short-pile plush, curly fleece, embroidered designs, fixed trim, and cloth dolls have different cleaning considerations.
Where do you ship?
We ship to the 50 United States and Washington, D.C., including Alaska and Hawaii. We do not currently ship internationally, to U.S. territories, or to APO, FPO, and DPO addresses.
How much is shipping?
Standard shipping is free on all orders within our delivery area.
How long does delivery take?
Handling takes 1–2 business days. Transit after dispatch takes an estimated 3–4 business days, for an estimated total of 4–6 business days. These estimates are not an arrival guarantee.
What is the order cutoff?
The cutoff is 7:00 p.m. CST, fixed at UTC−06:00 year-round. A business-day order before the cutoff counts that day as handling day one. Orders at or after the cutoff, on weekends, or on U.S. federal holidays begin handling on the next business day.
What tax is shown at checkout?
Checkout shows tax at $0.00. This does not represent a claim that the products are legally tax-exempt.
Can I return an item?
Request authorization within 30 days of delivery by emailing us with your order number and reason. Change-of-mind items must be unused, in original condition, and in original packaging. We have no restocking fee.
Who pays return shipping?
We cover return shipping for incorrect, damaged, or defective items. For a change of mind, you pay return shipping. Contact us for authorization and instructions before sending anything back.
What if my item is damaged or incorrect?
Email us with your order number and a description; photos can help. Ordinary change-of-mind condition requirements do not prevent you from reporting a damaged, defective, or incorrect item.
When will I receive a refund?
After approval, your refund will be returned to the original payment account within 10 calendar days.
Where do I send an authorized return?
Customer support will confirm the return instructions and address: 120 Elmwood Ave N, Waterville, NY 13480, United States. Please obtain authorization first.
How do I contact you?
Email support@orendai.shop or call +1 (315) 219-0642. You can also use our Contact page.