Help Center

Orders are prepared and shipped within 1 to 3 business days. Delivery within the United States then takes on average between 1 and 18 business days on top of that. Some parcels reach the United States from outside it and pass through customs; clearance time is included in that window.

$5.90 in the continental US, $10.90 to Alaska and Hawaii, and free on orders of $50+. Shipping Protection is an optional extra at checkout ($8.90 mainland, $13.90 Alaska and Hawaii) and does not count toward the $50 threshold.

Yes — you have 14 days from delivery to ask us for a return, and a further 14 days to post it back once we approve. If it arrived damaged, faulty or wrong, we pay the postage. For a change of mind, the postage is yours.

Ages 14 and over. They are collectibles, not tested children's toys — we hold no age grading and no safety certification for them. Keep every model away from babies, toddlers and pets.

WARNING: CHOKING HAZARD — Small parts. Not for children under 3 yrs. This applies to any model containing micro-beads, sewn-on details or removable accessories. Where it applies to an item, you will find it on that item's product page.

Surface-clean only. Use cool water and a little mild soap, brush the pile back one way while damp, and dry flat away from direct heat. Never machine wash a weighted capybara.

Add a capybara to your cart, open the cart, and follow the secure checkout. No account is needed — guest checkout is available.

All major credit and debit cards, plus the express wallets shown at checkout. The options that appear depend on your device and region.

Yes. Checkout is encrypted and processed through Shopify's PCI-compliant system. We never see or store your full card details.

An order can be changed or cancelled at no cost while it is still being prepared. Email contact@plush-capybara.com as soon as you can. Once a parcel has left, it becomes a return.

Check your spam and promotions folders first. If it is still missing, contact us and we will resend it.

Sales tax, where it applies, is calculated and shown at checkout before you pay, based on your delivery address, and we add no charges of our own after that point. Import duties and customs charges are separate: where they apply on delivery they are the recipient's responsibility, unless they were shown and collected at checkout. See our Shipping & Delivery page.

We ship within the United States only. The destinations we serve are always shown at checkout.

As soon as your order ships we email you a tracking number, whether you ordered with an account or as a guest. If you created an account you can also find it with your orders. Tracking can take a day or two to start showing movement after the label is created.

Some orders travel in more than one package. Each package has its own tracking number and each is covered by the same 1 to 18 business day window, so parcels from one order can arrive a few days apart. If part of your order is still missing once that window has passed, email us and we will track it down.

If your order has not arrived within the estimated time, or is reported lost or stolen in transit, we open an investigation with the carrier and keep you informed. The carrier may ask you to confirm in writing that the parcel never arrived — we will tell you if that happens. Once a loss is confirmed, a refund is processed within 3 to 7 business days.

Customs inspection, severe weather, carrier disruption or national holidays. Business days do not include weekends or public holidays. If your order has not shipped within 3 business days, or has not arrived within 18 business days of shipping, email us and we will chase the carrier.

You have 14 days from the day your order is delivered to ask us for a return. The item must be unused and in the same condition you received it, and that includes sale items and limited editions. Once we approve your request you have a further 14 days to post it back. Full terms on our Returns & Refund page.

If you have an account, log in, open Order History and select the items to return. If you ordered as a guest, email contact@plush-capybara.com with your order number and the items concerned. We review the request and send you return instructions and an authorization. Please do not post anything back before you hear from us.

If your capybara arrives damaged or faulty, or is not the item you ordered, we pay — we either send a prepaid label or reimburse standard tracked postage against your receipt. For a change of mind or a size issue, return postage is yours; approved returns go to our returns address in France, so that means international postage.

Once your return reaches us, the refund is processed within 3 to 7 business days, back to the card or account used to pay. There are no restocking fees. Your bank may take a few days more to show it.

We do not offer direct exchanges. Return the item for a refund and place a new order for the one you would like — tell us when you write and we will keep an eye on both.

Email us within 14 days of delivery with your order number and two or three photos showing the fault, plus a photo of the outer packaging if the parcel itself was damaged. That is all we need. We put it right at our cost, and in some cases we will simply replace or refund the item without asking you to send it back. Keep the item and its packaging until we have answered you.

Synthetic plush fabric — normally polyester — over a polyester fibre filling, with textile dyes. Depending on the model a piece may also contain micro-beads in an inner pouch, embroidered or moulded plastic features, and sewn-on details. Exact materials vary by model and are stated on the product page where we have been able to confirm them.

No. A machine wash can shift the micro-beads and strain the pouch seam, a soaked pouch can split and release beads, and a soaked filling takes days to dry through. Surface-clean it instead.

Stop using it straight away, wash the area with mild soap and lukewarm water, and seek medical advice. Call 911 for any breathing difficulty or swelling of the face or mouth. Then please tell us — we log every safety report we receive and look into it. If you have a known sensitivity to polyester or other synthetic fibres, to textile dyes, or to dust, please do not use our products: we do not market them as hypoallergenic, latex-free or fragrance-free.

Take it away from children and pets immediately — loose micro-beads and fibre fill are a choking and inhalation hazard. Keep the filling out of eyes and mouths. If someone is choking or cannot breathe, call 911; if a bead has been swallowed and the person is breathing normally, seek medical advice or call Poison Help on 1-800-222-1222. Stop using the plush; a small opening tends to widen quickly with normal handling. If the item is new or faulty, contact us before attempting any repair — repairing it yourself affects what we can do for you.

It is a comfort object, not a treatment. Nothing we sell is a medical device, and none of it is intended to diagnose, treat, cure or prevent any condition. If you have a health concern, please speak to a qualified professional. Use it on your lap or beside you, not over your face or chest, do not sleep with it on you, and do not leave it with anyone who cannot move it off themselves.

At normal room temperature, out of direct sunlight, and dry. Direct heat can damage the pile permanently, strong sunlight fades textile dyes, and a plush put away damp can grow mould in the filling where you cannot see it. Keep plush away from open flames, candles, cigarettes, heaters and stoves — we hold no flammability testing for them.

Because the three things that decide whether a plush lasts are the three you cannot see in a photograph: how densely it is filled, whether the pile is long enough to brush one way and stay there, and whether the seams are stitched once or twice. We buy against that list rather than against the lowest price, and each product page sets out what the maker has confirmed to us. Where we have not been able to confirm something, we say nothing rather than fill the gap with adjectives. See About our Products.

Not yet — gift wrapping is not something we can add at checkout today. What we do have: every capybara has a name, and we keep it with the order from the product page through to your confirmation email, so you know exactly who you are sending.

Of course. Enter the recipient's address as the shipping address at checkout. Please double-check it — we can change an address only before the order ships.

Refunds go back to the card or account used to pay for the order, so a returned gift is refunded to the person who bought it, and they will see that it was returned. If you were given a capybara and would like to return it, email us with the order number from the packing slip or the confirmation email and we will tell you what we can do.

No. You can check out as a guest. An account simply makes it easier to track orders and to start a return later.

On the account login page, choose “Forgot password” and follow the instructions in the email you receive.