Jellycat Otto the Loyal Long Dog Book
All orders are processed within 24 hours (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
There may be delays due to COVID related hold-ups, or in our busy seasons in the summer and leading up to Christmas.
Domestic Shipping Rates and Estimates
We offer Flat Rate Shipping
$15 shipping fee for orders $0 - $149.99
Free shipping for orders $150.00 and over within Canada
**Shipping prices are subject to change at any time.**
In-store (or curb side) pickup
You can skip the shipping fees with free local pickup at our store in Port Stanley. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 24 hours. We will send you an email when your order is ready along with instructions.
Our curb side pickup hours are 10:00am to 5:00pm daily. Please have your order confirmation email with you when you come.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 10 days of receiving your shipping confirmation email, please contact us at firstname.lastname@example.org with your name and order number, and we will look into it for you.
Shipping to P.O. boxes
Some carriers have limitations around shipping to P.O. Boxes.
IN STORE RETURNS/EXCHANGES
For purchases made in store, you can return your regular priced items for a full refund or exchange, within two weeks (14 days) of purchase as long as you have your receipt and original payment card if you payed with debit or credit.
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt.
To start a return, you can contact us at email@example.com. If your return is accepted, you can then use your shipping method of choice to return the item to us at your expense. Return shipping costs are at the customer's expense.
Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at firstname.lastname@example.org.
Damages and issues
Please inspect your order upon reception and have shipping company document any damages that are visible. Contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food), custom products (such as special orders or personalized items), and personal care goods (such as beauty products).
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.