About & Terms
Our contact information
MS TEDDY BEAR INC
10938 SCHMIDT RD #B
EL MONTE, CA 91733
1-626-279-2861 (9 am - 5 pm pacific time)
Minimum order amount online- $0 except the following situations
Personalized item has 24 pieces minimum order unless you agree to pay $25.00 setup fee
Some items are sold by dozen or by package
Free shipping is only for the items in free shipping section.
The shipping charges includes handling fee. Shipping may looks higher with small order ( under $100) since the shipping is only decided by weight, not by dollar amount. We are wholesaler at low price. The shipping rate will go down with larger order.
We decide the shipping rate because shipping includes handling, packing material and other cost. When customer places the order, it will show the shipping cost before you give credit card. If customer agrees the shipping, please submit the order.
The definition for shipping time is
*Order date - the date you place the order **Shipping date - the date we ship your order ***Working date - the date starts after the shipping date
2-3 Days shipping means working days after the shipping date 3-4 Days shipping means working days after the shipping date 5-7 Days shipping means working days after the shipping date
Sat/Sun can not be counted as order date,shipping date and working day. Monday is the order date.
*Ground shipping can not be applied for PO Box, military base, Hawaii, Alaska and islands addresses.
We will send out the order in time upon receiving the order.It may be delayed for shipping when the following situations happen
The item is out of stock and waits for restocking. The item is sold out. We will email you for this issue and wait for your response. The credit card is not through. We will email you for this issue and wait for your response. The shipping address is not correct. We will email you for this issue and wait for your response.
When the order is delayed, we are not responsible to upgrade the shipping way unless customer agrees to pay faster way shipping.
3- Pick up You can pickup your order in the following address:
MS TEDDY BEAR
10938 SCHMIDT RD #B
EL MONTE, CA 91733
Before you come, you are required to call us to check if your order is ready. Please check our address by google map for direction.
You need to bring us the order number or billing address to find your order here. You may be required to show your ID for picking up the order.
After you place the order, you should receive the order confirmation number. You can find a tracking link in that mail. Click that link, you should see the status of your order.
Or email your tracking request to us with your order number, bill to name, telephone to: email@example.com
We will not send you another email with tracking number. Please make sure your email address is correct when you are required to enter it in order form. Invalid email address will cause non response from our confirmation email.
It may happen during the shipping (lost by carriers) in following situation.
a. We do not have shipping record/tracking information:
We will resend the order by THE SAME SHIPPING METHOD customer has paid without any charges. We have no responsibility to send it by upgrade shipping ( 3-4 days or 2-3 days shipping) unless you pay for the difference. Or you can cancel the order and get the refund.
b. We have shipping record/tracking number, but the carrier lost the package. We have to contact the carrier for investigation before refunding.
c. We have the shipping record/tracking number. Carrier has the record of the order delivered, but the customer says no delivery. We have to contact carrier for investigation. Customer has to wait for the final investigation from carrier. No refunding or re-sending will be made until the final result from the carrier.
e. In the case of missing items in order received by customer, we may have the right to do the following (1)resend the missing one (2)refund the missing one
Visa, MasterCard, Discover, American Express and Paypal. No COD. NO CHECK.
All cards entered online have to match the billing address, security code on card. Non-matching will result order holding and causing shipping delay.
We do not give term to any private business. We may take Purchase Order from School, Hospital, Governments, Hotel upon approval.
8-Shipment delayed or held
The delay may happen due to the credit card declined, out of stock, incorrect shipping address or high holiday seasons. We will not have responsibility to upgrade the shipping method without extra charge. We can only ship the order in the way you choose and pay.
Customer satisfaction is our Top Priority.
If you are not satisfied with the order you received for any reason or no reason, you can return or exchange it within 14 days after the date of delivery. Shipping will not be refunded.
Deadline and Procedure for Exchange, Return or Report any problem
The customer must send the request and report any problem to us in 14 days after the delivery. No request will be accepted after 14 days of the delivery.
You can send back the whole or part of order to us. Please enclose a copy of invoice with a note of request inside the box. Keep a tracking receipt from Ups/Fedex or USPS.
After we receive the return (please allow 7 days after you send it), we will refund your order excluding the shipping or resend the replacement for FREE.
No Re-instock fee charged
With your return, WE DO NOT CHARGE RE-INSTOCK FEE. We want you to be 100% satisfied with us.
All returns must ship to the shipper address: MS TEDDY BEAR Attn: return dept. 10938 SCHMIDT RD #B EL MONTE, CA 91733