Customer Service Policy

1. Our Service Philosophy

At Build-A-Bear Outlet, our customers and their furry friends are at the heart of everything we do. We are committed to providing a seamless, transparent, and joyful shopping experience. Our Customer Service Policy is designed to ensure that every interaction you have with us is handled with care, efficiency, and professionalism.

2. Order Processing and Fulfillment

We strive to get your new companions on their way to you as quickly as possible:

1. Processing Time: All orders are officially processed and dispatched within 1 to 3 business days.

2. Order Confirmation: Once your order is placed, you will receive an automated confirmation email containing your order details.

3. Currency: All transactions are conducted in USD. Please ensure your payment method supports this currency to avoid any unexpected conversion fees from your financial institution.

3. Shipping and Delivery Excellence

We believe that quality service includes worry-free delivery. Our shipping standards are consistent and straightforward:

1. Free Shipping: We are proud to offer Free Shipping on every single item in our store. No minimum purchase is required.

2. Delivery Timeline: Our standard delivery window is 6 to 12 business days globally. This timeline includes all transit phases to ensure your package arrives safely at your doorstep.

3. Tracking: Once your order has been shipped, a tracking number will be provided so you can monitor your furry friend's journey in real-time.

4. Hassle-Free Returns and Refunds

Your peace of mind is our priority. If for any reason you are not completely satisfied with your purchase, our dedicated support team is here to help:

1. 60-Day Return Window: You have a full 60 days from the date of purchase to initiate a return. We want you to be absolutely sure about your new addition.

2. Efficient Refund Process: Once we receive and inspect your returned item, your refund will be processed promptly. The funds will typically appear back in your original payment account within 5 to 10 business days.

3. Quality Guarantee: If your item arrives damaged or differs from what you ordered, please contact us immediately for a priority resolution.

5. Communication and Support

We value open communication and are always ready to assist you with any inquiries regarding our products or your orders:

1. Direct Contact: For any questions, support needs, or feedback, please reach out to our official service mailbox at press@buildabearoutlet.com.

2. Response Time: Our goal is to respond to all customer inquiries within 24–48 hours during business days.

3. Official Channel: Please ensure all official correspondence is conducted through our domain buildabearoutlet.com to guarantee the security and privacy of your information.

6. Commitment to Privacy

We respect your personal information and are committed to protecting your privacy. Any data shared with our customer service team is used solely to improve your shopping experience and resolve your specific requests.