FAQ and Contact
Q: How can we contact you?
Please contact us using this email only: [email protected]
Please put "[YOUR NAME] ORDER CONCERN" as the subject line if you have any concerns regarding your order here at bigcartel so that we can sort out the emails and assist you faster.
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Q: How long will it take to receive my order?
Plushie orders are being shipped from the Philippines, so depending on where you are, it can take up to 21-30 days to arrive. Please note that orders may be delayed for many different reasons, so it might take a while to receive your order.
Shirts are made to order and are shipped from Europe so it may take up to 1-2 weeks to arrive, depending on where you are.
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Q: Where is my tracking number?
We send an email with the tracking number once the items are shipped. If you did not get an email from us please reach out to us so we can assist you.
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Q: Can I get a refund/ return the product?
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All purchases made are final and there will be no returns.
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If there is a problem with your order, please email us as soon as possible with your concern so we can assist you.
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Q: There is no squeaker in the 10cm Carl doll.
All 10cm dolls have been checked to include a squeaker. Because the squeaker is small, it might be difficult to locate at first, but please make sure you are pressing the back of the head, instead of the front.
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Q: Why is shipping to the USA suspended?
Due to the new laws surrounding shipping to the US, we are suspending all orders to the US until January 30, 2026. All purchases made from August 21, 2025, to January 30, 2026, will be refunded.
Trump's Executive Order 14324 has suspended duty-free treatment of de minimis imports from all countries. (This affects both the T-shirts, which are shipped from Europe, and the Plushies, which are shipped from the Philippines.)
- US-based customers will have to pay tariffs to receive purchased items from the PH, amounting to either 19% of its value OR a flat fee of $160 just to receive the package. (flat duty fee of $160 may apply until January 30, 2026) Unfortunately, you will not know which one you will pay until customs inspects it.
- Why 19% or $160? They're the assigned tariff rates and amounts for the Philippines. For more information, you may check this link: SOURCE
- US orders will reopen again after January 30, 2026, but note that the 19% tariff fee may still apply.