FAQs
Here are a few frequently asked questions. To provide you with the best customer experience, your feedback is greatly encouraged. If you have any questions please send us an email at support@teddyofroses.com
HOW DO I TAKE CARE OF MY ROSE BEAR?
When properly taken care of, our Teddy of Roses can last between 3 to 5 years! Taking care of your Teddy of Roses is easy.
Keep your Teddy of Roses in a room-temperature environment and avoid direct sunlight and humidity. You can ensure that they preserve their look by placing them out of direct sunlight, as it can damage their color. Please handle your rose bear with care and do not place anything on top of it, as it can damage its shape. Please note that this is not a toy and careless handling can cause the flowers to fall off or damage their shape.
WHERE DO YOU SHIP FROM?
We ship from our facility in Jacksonville, Florida.
HOW LONG WILL IT TAKE FOR MY ITEMS TO ARRIVE?
Orders are shipped out directly from our facility in Northeast Florida. We process and ship orders as quickly as possible and only ship Monday-Saturday. During peak times we will process and ship on Sundays as well. Shipping times vary from shipping method selected during checkout. We offer Ground, Expedited, Express and Next Day Air. Packages should arrive within 1-5 business days depending on method selected during checkout. We do not guarantee delivery dates or times.
HOW LONG WILL IT TAKE TO RECEIVE A TRACKING NUMBER?
Most tracking information is available by the next business day. On some cases or during peak times we are able to provide it the same day. It will will be sent to your email or phone number entered during checkout.
WHAT IS ROUTE? HOW AM I PROTECTED?
Route Shipping Protection provides transparency for customers post purchase experience. Route also insures you against lost, stolen or damaged packages. Please reach out to Route to submit a claim (https://claims.route.com/). You will receive a “Welcome Email” from Route via the email address provided at checkout.
WHAT IS RUSH PROCESSING? HOW DOES IT WORK?
Rush Processing expedites the fulfillment of your order so it can be verified, tailored to our Teddy of Roses standards, quality checked, packaged and on the road within 24 hrs.
For Rush Processing to be effective, your order must be submitted and charged before 1:00 pm local time (EST) Monday-Friday and 11:00 am local time Saturday, excluding Holidays. If the above conditions are met and we fail to ship your order within 24 hours, we will refund the Rush Processing fee.
Rush Processing fee DOES NOT affect the actual shipping time in transit. If you need your order quickly, please be sure to choose the appropriate shipping method as well.
WHY IS MY ORDER BEING SHIPPED IN MULTIPLE PACKAGES?
Some of our products are very large. We like to save money and pass those savings on to our customers. The bigger the box, the more it costs to ship. We may use multiple packages to ensure your product arrives undamaged. If at all possible we will use 1 package to deliver your gifts.
I PUT THE WRONG SHIPPING ADDRESS. WHAT DO I DO?
We are not responsible for wrong addresses for shipping address errors. Please double check your shipping address before processing payment. If there is an error, please reach out to us immediately so we can try to amend the address before it ships.
WHAT HAPPENS IF MY ORDER GETS STUCK OR LOST IN THE MAIL?
If an order gets stuck at customs, sent back or even lost during the delivery process, we apologize! The postal service is out of our control. We do our best to resolve issues as quickly as possible. Please reach out to our support team for assistance.
MY PACKAGE WAS DAMAGED DURING TRANSIT. WHAT DO I DO?
We hate to see this happen! Do not worry. Take pictures of the damaged box and product. Contact our customer service and send them the pictures. They will help resolve the problem. We can only help if we have pictures of both the shipping box and the product.
MY ORDER WAS RETURNED TO SENDER. WHAT SHOULD I DO?
On the rare occasion an order get returned to us, we will either try to send the order again after contacting the customer or we will access a 10% restocking fee and refund the order to the customer. Please reach out to customer service for further assistance.
WHERE IS YOUR COMPANY LOCATED?
We are a family owned company based in Jacksonville, Florida, United States.
WHO CAN I CONTACT IF I HAVE A PROBLEM WITH MY ORDER?
All inquiries can be forwarded to support@teddyofroses.com
HOW CAN I PAY?
We accept all Major Credit Cards: Visa, Mastercard, Discover, Amex and also Paypal.
We also offer Affirm Pay for interest free financing!
*Revised April 7th, 2020*