Shipping Policy

1. Order Processing

Most orders are prepared for shipment within 1–3 business days after payment is confirmed.

Processing time may vary depending on product availability, size, color, or production requirements. Certain made-to-order, pre-order, or back-ordered products may require additional preparation time. Any special processing timeline will be indicated on the relevant product page.

Business days exclude weekends and public holidays.

During major holidays, promotional periods, or carrier peak seasons, processing may take slightly longer than usual.

2. International Shipping

PlayBear ships to most supported countries and regions worldwide.

Most international orders are currently dispatched from our fulfillment facilities in China and shipped using tracked cross-border delivery services.

Available shipping methods, shipping charges, and estimated delivery times may vary depending on your destination, order weight, and carrier availability.

If shipping is available to your address, the available options will be shown at checkout.

3. Estimated Delivery Times

Estimated transit times after dispatch are generally:

United States & Canada
7–15 business days

United Kingdom & European Union
7–15 business days

Australia & New Zealand
8–18 business days

Asia-Pacific
7–20 business days

Other Supported Destinations
10–25 business days

These estimates begin after your order has been dispatched and do not include order processing time.

Delivery times are estimates rather than guarantees. Customs inspections, local carrier operations, remote-area delivery, public holidays, severe weather, or other circumstances outside our control may occasionally cause delays.

The delivery estimate shown at checkout should be treated as the most current estimate for your destination.

4. Duties & Taxes

DDP Shipping — No Extra Customs Charges

For orders shipped to the following destinations, PlayBear uses DDP (Delivered Duty Paid) shipping:

United States
Canada
United Kingdom
European Union countries
Australia

For these destinations, applicable import duties and taxes are prepaid as part of the shipment.

The amount you pay at checkout is the amount you pay for your order. You will not be required to pay additional import duties or taxes when the package arrives.

DDP shipping may also be available for additional destinations depending on the shipping route and carrier. Where applicable, the available shipping service will be determined based on your delivery address.

Other Destinations

For destinations where DDP shipping is not available, local customs duties, taxes, or clearance charges may apply according to local regulations.

If additional charges apply to your destination, they are the responsibility of the recipient unless otherwise stated at checkout.

Local customs authorities may also request identification, tax information, or other documents to complete customs clearance.

If you are unsure whether DDP service is available for your country, please contact us before placing your order at support@playbearpx.com.

5. Discreet Packaging

Your privacy matters to us.

All PlayBear orders are shipped in plain, discreet outer packaging.

The exterior of the package will not display:

Explicit product images
Product names
Adult-oriented descriptions
Unnecessary references to the contents of the order

Shipping labels and customs documentation will contain only the information required by the carrier and applicable laws.

Please note that legally required customs documentation may include a neutral and compliant description of the goods.

6. Order Tracking

Once your order has been dispatched, you will receive tracking information by email.

Your tracking information may include:

Tracking number
Shipping carrier or logistics provider
Tracking link

Tracking information may take several days to update while the parcel is transferred between international logistics partners.

Temporary gaps in tracking updates do not necessarily mean that the shipment has stopped moving.

7. Large or Multiple-Item Orders

Large, heavy, or multi-item orders may occasionally be divided into multiple packages for safer and more efficient international transportation.

If your order is shipped separately, you may receive more than one tracking number.

Packages from the same order may arrive on different days.

8. Shipping Address Changes

Please carefully check your shipping address, postal code, telephone number, and recipient information before completing your order.

If you notice an error after placing your order, contact us as soon as possible at:

support@playbearpx.com

If the order has not yet been dispatched, we will do our best to update the shipping information.

Once a package has been handed over to the carrier, we cannot guarantee that the delivery address can be changed or redirected.

Incorrect or incomplete shipping information may result in delivery delays, failed delivery, return to sender, or additional reshipping charges.

9. Customs Clearance

Although PlayBear uses DDP shipping for major supported markets, customs authorities retain the right to inspect international shipments.

In some cases, the recipient may be contacted by the carrier or customs authority to provide information required for clearance, such as:

Recipient identification
Telephone number
Tax identification information
Address confirmation
Other legally required documentation

Providing requested customs information does not mean that additional taxes are due.

Where a shipment is covered by PlayBear's DDP service, applicable duties and taxes remain prepaid even if additional clearance information is required.

10. Delayed Shipments

International delivery may occasionally be delayed by:

Customs inspections
Local carrier delays
Weather conditions
Peak shipping periods
Public holidays
Remote-area delivery
Incorrect or incomplete recipient information
Events outside the reasonable control of PlayBear or the carrier

If your tracking information appears abnormal or has not updated for an extended period, please contact support@playbearpx.com with your order number and tracking number.

We will assist you in checking the shipment with the logistics provider.

11. Lost or Damaged Shipments

If tracking indicates that your package may have been lost in transit, please contact us so that we can investigate the shipment with the carrier.

If your package arrives visibly damaged, please keep all packaging and contact us within 7 calendar days of delivery.

Please provide:

Your order number
Photos of the outer packaging
A photo of the shipping label
Photos or video showing any damage to the product

Once reviewed, we will provide an appropriate solution in accordance with our Refund Policy.

12. Delivered but Not Received

If tracking shows your order as delivered but you cannot locate it, please first check:

Your mailbox or parcel locker
Front desk or reception
Household members
Neighbors
Other safe locations around the delivery address

You may also contact the local carrier using your tracking number.

If you are still unable to locate the package, contact us at support@playbearpx.com and we will assist you with the next steps.

13. Restricted Destinations

Due to local laws, customs restrictions, carrier limitations, or restrictions relating to adult products, we may not be able to ship to certain countries or regions.

Shipping availability is determined based on the delivery address entered at checkout.

If no shipping method appears for your address, we are currently unable to deliver to that destination.

We reserve the right to cancel and refund an order if we later determine that the destination cannot legally or practically be served.