Frequently Asked Questions


A few answers to commonly asked questions. If you do not get your question answered here, please send us an email.


How long does it take to ship?

It takes up to 3 days to customize your CuddleBuddy and then your order is shipped directly to you! Our free shipping option includes USPS 3+ day shipping. Standard and signature shipping options include 2-3 day USPS Priority mail. If you need your CuddleBuddy sooner please select Express Shipping to shorten your shipping time to 1-2 days.

Standard shipping for International orders takes 10-30 days. If you’d like to purchase quicker international shipping please contact us at [email protected] for a quote.

Where do you ship?

We ship worldwide! Our international shipping fee is a flat rate of $22.50 USD. If you’re shipping to the EU please order through Etsy. Also, note that any non-US customers are responsible for any duty or customs fees that may be collected upon the delivery of your package. Standard shipping for international orders takes 10-30 days. If you’d like to purchase quicker shipping please contact us at [email protected].

What type of box is my product delivered in?

All items are delivered in a nondescript brown box for discreet delivery. CuddleBuddy bears are packaged in a clear gift bag and closed with a satin ribbon.

How is my product packaged?

CuddleBuddy bears are packaged in a clear gift bag and closed with a satin ribbon. All other products will arrive in individual gift boxes or bags.


Can I see my image on the bear?

We will edit your photo into the heart and email you photo proofs within 24 hours so that you can choose how your photo looks. If you do not like any of the edits your can work with our graphic designer to make changes or even submit a new photo.


How long can the audio message be?

The audio message can be up to 3MB in size, which is approximately 3 minutes in length. We can include up to 3 files if the total length is under 3 minutes. You can email the additional audio files during the confirmation process, you will receive an order confirmation with the photo proof within 24 hours of your purchase. If you need additional time or more than 3 files please contact us at [email protected].

Can I include multiple audio files?

You can include up to 3 files if the total length is under 3 minutes. After placing your order email the additional audio files to [email protected] with your order number in the subject line. If you need additional time or more than 3 files please contact us.

What type of audio files can I use?

You can upload any digital file. That includes, videos, voicemails, voice memos, recordings or any other type of file.

Does CuddleBuddys edit audio files?

We can trim audio clips to remove sounds you’d like to avoid. Please write the timestamp in the notes section during check-out. At this time we are unable to piece words together to make the recording say something not originally included.

Can I hear my audio files in advance?

Our audio devices are mini mp3 players so the audio file submitted will be the exact same file and sound exactly the same.

What if the sound button runs out of batteries?

You can easily replace the batteries in the sound module. Open the velcro pocket to access the batteries. Replace batteries with AG 13 button batteries.


Can I return my CuddleBuddy?

If your CuddleBuddy does not match your photo proof you may return it. Send us an email telling us what is wrong along with the photo of the Cuddlebuddy you received. We will then offer you the option of a refunded or a replacement cuddleBuddy. Since customized fields cannot be modified once your order is complete, we do not allow returns for any other reason.

I didn’t receive a receipt or confirmation email?

If your email was missed on the order form while using Afterpay or a digital wallet we won’t be able to send anything to you. We will reach out to you if we have any other contact info. In the case that we’re unable to contact you we will start customizing your CuddleBuddy so that your order is still received on time.

Where is my order?

Please use your tracking number to search for your order. If you are still unable to locate your package call our toll free number 1-855- 404-7538 for assistance.

We will need your order number to help locate your order.

Can I change my order?

If you’d like to cancel or change your order, please call 1-855-404-7538 as soon as possible. We will work with you to change your order. Our personalization and shipping processes were created to get your order to you as quickly as possible. Therefore, we cannot change or cancel an order once the CuddleBuddy has been customized with your selected modifications.

Why do you ask for my email address?

We use your email address to inform you about new promotions. Plus it helps us to cater our products to your needs. We do not share your information with third parties.


Can I wash my CuddleBuddy?

Yes, we suggest air drying it or purchasing a plush toy drying bag and setting the dryer to delicate. The material is synthetic, so it should never be exposed to hot temperatures. Make sure to remove the sound button first.

Can I give a CuddleBuddy to a child?

Of course you can! Children under 3 should not be given a CuddleBuddy with a bow or embroidery since they present a choking hazard. Also note children under 3 should be monitored at all times while in possession of a Cuddlebuddy.

Where are they manufactured?

Most of the materials come from China, and meet or exceed all US standards. The materials are then assembled in the US to personalize your CuddleBuddy.

What do I need to know when customizing my CuddleBuddy?

We reserve the right to refuse requests to print profanity, trademark/licensed names, names of celebrities and professional sports players, or any content that we deem inappropriate at our discretion.