Customer Care

Terms and Conditions

When you buy a My Birthday Teddy™ we go to great lengths to make sure that your teddy arrives exactly the way you wanted it, when you wanted it. On very rare occasions, this doesn’t happen.

Refunds

Quite simply, if we make a mistake on the embroidery details of your bear, we will make a replacement My Birthday Teddy and post this to you at no extra cost.

If you realise that you have made a mistake on your My Birthday Teddy order please contact us as soon as possible. If your My Birthday Teddy has not been embroidered yet we can make your change free of charge. However, if your bear has been embroidered you will need to order another teddy. So please remember to CHECK, CHECK and DOUBLE CHECK – the details. After all, they are there for life.

If you have made a mistake and don’t realise until you receive your teddy, please call us on (02) 7900 9421 and we can arrange a re-make for $55 including postage (within Australia only).

Pricing and Payment

Our My Birthday Teddy™ bears cost either $55 or $60, inclusive of GST and your personalised embroidery (on one paw pad. Two paw embroidery will cost an extra $15), depending on the ribbon you have selected. The Postage and Handling charge for each of the My Birthday Teddy Bears is either:

  •  $10 for our Standard service, delivered within Australia,
  • $25 for all international deliveries,
  • $30 for our Platinum service, delivered with Australia.

Delivery Time

Your My Birthday Teddy™ bear is dispatched from our warehouse within 21 days, from when our Customer Service team receive your order. Your My Birthday Teddy™ bear will generally be delivered within 28 days*.

International deliveries generally take 6 weeks* for delivery.

For Platinum Service deliveries your bear will be dispatched from our warehouse within 5 business days. Generally your bear will be delivered within 14 days*.

*Estimated delivery times are between metro areas of major cities. Excludes any time in customs and delays outside of My Birthday Teddy’s control.

Delivery Method

We can deliver your My Birthday Teddy™ to any address worldwide*. We dispatch our My Birthday Teddy™ bears in a specially designed Australia Post Post Pak box. Your My Birthday Teddy™ bear will be carefully wrapped in tissue paper and be sent with its very own Birth, Wedding or Graduation Certificate.

Within Australia we use Australia Post’s eParcel service and internationally we aim to use Australia Post’s Pack and Track service where available, so that tracking is available for your bears. Unfortunately not all countries are available for this service. If we are unable to dispatch your bear with tracking we will dispatch with Australia Post Registered Post.

* Provided that the delivery address is within Australia Post’s delivery network.

Privacy Policy

At My Birthday Teddy™, we are committed to your privacy. This means that we do not distribute, rent or sell any of your personal information.

We must cooperate fully with any law institution should a situation arise where our information can be of assistance. All areas of our site that request sensitive information, such as personal and credit card information, are protected by a Secure Sockets Layer, SSL. This means that the information that is sent to and from our server is encrypted. If someone were to intercept your information they would not be able to interpret it.

Sensitive information, is stored in a highly secure encrypted format in our database.

My Birthday Teddy™ shall not be responsible or liable for any loss of privacy, disclosure or information, harm, damage or loss that may result from your transmission or any information to us in any connection with this web-site.