FAQ

We want you to be satisfied because we want to see you again!

Our website aims to build special connections with you and provide you with the products you dream of. Enjoy our secure environment to shop at your leisure, whenever and however you like! We are always available to advise you, assist with your order, or ensure that your order is delivered smoothly.

If you haven't found answers to your questions in this section, write to us at info@universtoutou.com or call us toll-free at 1-888-482-1131.

How to order from Teddy Bear Universe: You can order from the website or visit our stores located in Mont-Tremblant, Quebec, and Quartier DIX30 in Brossard.

How to Order Online

1. You can securely order directly from our website. We use a secure server that ensures complete confidentiality of your credit card number. See the Security and Privacy section for more details.

• To order online, first choose the items you want by browsing our various sections.
• When you're ready to buy, click on the "Add to Cart" button.
• You can then continue shopping if you wish or click on the small cart at the top of the page when you've finished shopping. You will see the list of your purchases and have the option to remove items if you wish. Click the "Update" button to reflect the changes you made. To complete the order, follow the simple instructions on the screen. All information you enter will be encrypted, meaning only the person handling your order will be able to read it.

We accept Visa and MasterCard credit cards for online purchases.

Order Processing

1. Upon receiving your order, we will immediately send you a confirmation by email. If, for any reason, you wish to modify your order, you can contact us at info@universtoutou.com or call us toll-free at 1 888 482-1131.. Please note that you may be asked to leave a message on our voicemail, and in such a case, we will call you back as soon as possible.

Your order will then be processed within 48 to 72 hours. After that, normal delivery times apply. Check our Delivery and Tax section for more information.

Warranty

All products sold at Teddy Bear Universe come with a comprehensive one-month warranty. If a product purchased from us proves to be defective or breaks due to normal use during this period, we commit to repairing or replacing it, as applicable. After a month, we will be happy to admit the unstitched plushes to our plush hospital and do our best to nurse them back to health.

Product Safety Information

Our products are tested for child safety.

Our products are recommended for children aged 3 and up.

Care for Our Products

We recommend cleaning our plushes by rubbing them with a damp cloth. Our warranty does not apply to plushes* If you only order clothes or accessories, your entire order will be sent in one (1) package.

*** Additional shipping fees may apply for remote regions.

Elsewhere in the World

Any order to be shipped outside of North America is considered an international order. Contact us at info@universtoutou.com or by phone at 1 888 482-1131. for more details. Please note that you may be asked to leave a message on our voicemail, and in such a case, we will call you back as soon as possible.

Sales Taxes

Sales taxes may apply to your order, depending on where you live.

Orders delivered to Quebec (Canada) The Goods and Services Tax (GST) of 5% applies, as well as the Quebec Sales Tax (QST) of 9.975% for all orders delivered to an address in Quebec.

Security and Privacy

1. Security Shopping online on the Teddy Bear Universe website is FULLY SECURE.
Credit card processing is done using a secure server. All information related to your credit card is encrypted and protected using the 128-bit SSL (Secure Socket Layer Protocol) electronic data transmission protocol and is only decrypted once transferred to your financial institution. The small lock or key icon you see at the bottom left of your screen attests to this.

Privacy

Our commitment:
Teddy Bear Universe ensures complete confidentiality when processing your orders. Our relationships with you are important. So important, in fact, that we promise to NEVER sell or disclose information about you to other companies, corporations, or individuals. The information you provide to us remains confidential. Please refer to our privacy policy page for more information.

Recordable Sound - User Guide

• 1. To record up to 20 seconds, set the switch to "R" (Record) and hold down the center button. Press throughout the recording time. Speak close to the microphone. A red indicator on the left side will indicate that the recording is in progress.
• 2. To listen to your message, set the switch to "P" (Play) and press the center button to listen to your recording. You can repeat the process if the message does not satisfy you.
• 3. If you are satisfied with the recording, lock the sound by holding down the center button, set the switch to "P" for 12 seconds. You will hear a single beep indicating that the sound is locked.
• 4. Unlock the sound by holding down the center button, set the switch to "P" for 12 seconds. You will hear two beeps indicating that the sound is now unlocked.
• 5. To disable playback of the recording, set the switch to "O" (Off).

To insert the sound into the plush

• 1. Open the closure on the back of the plush.
• 2. Slide the sound inside the plush.
• 3. Place the microphone towards the front of the plush so that the voice is projected forward.
• 4. Close the plush by pulling on the tie-wrap and cut off the excess with scissors.
• 5. If the plush has a zipper, close the plush by pulling on the cord and cut the cord with scissors.
• 6. For the velcro closure, press the 2 velcro strips together.