What is your change/cancellation policy?
We are happy to meet your needs or to cancel/refund your order – just contact our customer service as soon as possible via our live chat tool or support email with your order number, email address and whatever you want Change. Changes/cancellations of orders can only be accepted before the order has been made.
We may not be able to cancel or change your order once your item is in production. That means your custom needlefelt animal shaping has begun. Because this item is produced according to the characteristics of the fur baby, it can no longer be sold to others.
If you need to change your shipping address, we can help before your order ships. Please send us a message with the shipping address currently on file and the address you would like to change.
What payment options are available?
We accept all major credit cards as well as PayPal. Please note that all of our prices are listed in USD and your card will be charged in your respective currency.
How long does delivery take?
Domestic shipments via USPS
Starting October 1, 2021, USPS has increased its delivery time frame for 1st class mail packages. We now expect packages shipped via standard shipping (USPS 1st class mail) to arrive within 5-10 business days. Priority mail delivery times are generally 3-5 business days for domestic packages.
All shipping time frames provided by USPS are estimates, and packages may arrive faster, especially for local orders shipping to California, or be delayed by higher shipping volume over the holidays, COVID-19 closures, or extreme weather events.
Can I change the destination country on my order?
After placing your order, you may not change your shipping from domestic to international and vice versa.
Where is my order/Track
Once your item has been shipped, we will send you an email with your tracking information. After receiving our delivery notice, you can check your logistics parcel information on the page [https://suntsea.com/parcel-panel/]
If you need help, please contact us via email or live chat. We are always helpful.
Something is missing from my order
If you have ordered more than one product, they will most likely arrive individually due to the time required to make each of our felt wool animals. You should receive tracking information with each package shipped, so please check your missing item tracking.
If you are still unsure of the whereabouts of your lost item, please email us or contact us via live chat.
Who pays for return shipping costs?
We’ll pay the return shipping costs if the return is a result of our error (you received an incorrect or defective item.
How much is shipping?
Currently, we are proud to announce that we offer free shipping on all orders.
We happily fulfill international orders! Depending on your country’s tax policy, customs/excise taxes may apply.