Shipping & Returns Policy
1. Where do you ship to?
We ship domestically and internationally. Shipping costs are calculated at checkout based on your location and order weight.
2. What shipping carriers do you use?
We primarily ship via USPS, but may also use other major carriers or local courier partners depending on your location. Available options will be shown at checkout.
3. How long will it take for my order to ship?
Orders typically ship within 2–5 business days. Orders placed on weekends will ship the following week. Please check your spam folder for order confirmations and tracking emails.
In-Stock Items
Orders typically ship within 2–5 business days (excluding weekends & holidays).
Pre-Order & Crowdfunded Items
Some Baozai Friends items are pre-orders or crowdfunded releases (BackerKit) and are produced after the campaign ends.
Estimated production and shipping timelines are listed clearly on each product page.
These timelines typically range from 2–4 months, depending on manufacturing and shipping conditions. Delays may happen and will be communicated if so.
By purchasing these items, you acknowledge and accept the estimated timelines.
Holiday & High-Volume Periods
During major holidays, special promotions, campaign launches, and peak shopping seasons (including but not limited to Valentine’s Day, Lunar New Year, Halloween, Black Friday, and Christmas), order processing and shipping times may be extended due to increased order volume and carrier delays.
Delivery timelines are not guaranteed during these periods and may take longer than standard estimates.
By placing an order during these times, you acknowledge and accept possible delays.
4. How do I track my order?
Once your order ships and is scanned by the carrier, you will automatically receive a tracking number via email.
If shipping insurance is offered and declined at checkout, Baozai Friends is not responsible for lost, stolen, or damaged packages and shipping fees will not be refunded.
5. When will I receive my order?
Delivery times vary by location:
- Domestic: 5–10 business days
- International: 2 weeks to 2 months
Holiday & High-Volume Periods
During major holidays, special promotions, campaign launches, and peak shopping seasons (including but not limited to Valentine’s Day, Lunar New Year, Halloween, Black Friday, and Christmas), order processing and shipping times may be extended due to increased order volume, carrier delays, and extended breaks.
Delivery timelines are not guaranteed during these periods and may take longer than standard estimates.
By placing an order during these times, you acknowledge and accept possible delays.
6. Is my package lost or delayed?
Packages are considered lost after no tracking updates for 14 business days (domestic) or 21 business days (international).
If your tracking shows limited movement, it is often still moving through the carrier network. We recommend allowing a few additional business days.
If your tracking has not updated for an extended period, please contact your local carrier for a case number, then reach out to us at: hello@baozaifriends.com
7. It says “delivered,” but I don’t see my package?
Sometimes packages are marked delivered a day or two early. Please:
• Check with neighbors or building staff
• Confirm your shipping address
• Contact your local post office for a case number
Baozai Friends is not responsible for lost or stolen packages once marked delivered.
8. European Union 14-Day Cooling Off Period
If your order is shipped to the European Union, you may cancel or return your order within 14 days of delivery.
Items must be:
• Unused and unworn
• In original packaging
• With proof of purchase
Return shipping costs are the responsibility of the customer unless the item arrived defective.
9. What is your return policy?
We accept returns or exchanges within 14 days of delivery for in-stock items only.
To qualify:
• Item must be unused, unworn, and in original packaging
• Proof of purchase is required
Refunds apply to item cost only. Shipping costs are non-refundable.
10. Pre-Orders & Crowdfunded Items
All pre-order and BackerKit campaign items are final sale and cannot be refunded or returned unless they arrive damaged or defective.
11. Order Cancellations
Purchases can be canceled and refunded up until they have been shipped. Once they have shipped, it is too late.
12. Customs & Fees
If you live outside the US, your local custom's office might tack on additional fees and tariffs. The customer is responsible for any customs fees incurred. If you choose to not pay the fees and have your package returned, we can only refund the product cost, not the shipping cost that was already paid and spent.
13. Differences Between Photos & Final Product
Please note that colors, embroidery placement, facial expressions, accessory positioning, and fabric textures may vary slightly between product photos, digital mockups, prototypes, and the final manufactured item.
These minor variations are a normal part of plush production and do not qualify as defects and are not grounds for refunds, exchanges, or cancellations.
14. Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 14 days of delivery with your order number and photos.
We will gladly arrange a replacement or refund depending on availability.
15. Chargeback Policy
We kindly ask that customers contact us before filing a chargeback with their bank or payment provider.
Filing a chargeback without first contacting Baozai Friends for support may result in:
• Permanent suspension of purchasing privileges
• Blocking of future orders
• Reporting to payment processors for potential account abuse
We are always happy to help resolve any issues and will do our best to find a fair solution.