FAQs

We ship to most countries and regions worldwide (excluding remote areas). Whether you’re in North America, Europe, Asia, or beyond, Cainiao ’s extensive network connects your order from our workshop to your doorstep.

Processing time + transit time (excluding public holidays): 5~12 business days. Most of our products are handmade with care, which means some items may require 1–2 business days for final preparation after your order is placed. Standard production times are included in the estimated delivery windows above.

Your order will be carefully packaged to protect delicate plush accessories and DIY components. Please inspect the package upon arrival for visible damage to the outer box. Verify all included items against your order summary (e.g., extra buttons, fabric scraps, or themed tags for DIY projects). If you notice damaged products or missing accessories, kindly contact our customer service team within 7 days of delivery. Provide your order number and photos of the issue, and we’ ll arrange a replacement or refund promptly.

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For tracking updates, shipping queries, or post-delivery support, reach out to us at: Email: service@softfriend.com Order page: Check your confirmation email for a direct “Track Shipment” link. Thank you for choosing Soft Friend—where every stitch, shipment, and smile matters. Soft Friend: Crafting joy, delivering care.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

US: 5000 Richmond Street, Building B, Philadelphia, PA 19137

CN: 5-5F Shugang West Road, Yangzhou, Jiangsu, China, 225000

You can always contact us for any return question at Service@soft-friend.com.

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 30 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

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We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at Service@soft-friend.com.

We accept PayPal payments, or you can choose to pay directly by credit card without logging into PayPal.

Refund will back to your original account right away after canceling order.

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2. Card or verification problem, better check with bank or PayPal.

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