Common problem

We never include pricing information on our packing slips, so if your order is a gift you need not worry about the purchase price being disclosed!

Please contact us so we can change your email address. We can change your email address, name, and address. If you want to change the ordered product, we can also change your order. please click here to contact us 

Note: If you applied the wrong shipping address to your order, you will need to contact us immediately with your proper address.

If your order has been shipped out already, we apologize. There is nothing we can do in regards to refunds or resending packages.

You can try calling your local postal service and with your tracking number that was emailed to try and get them to re-route the package. Since we ship from overseas you will need to wait until the package has entered your country before being able to re-route the shipment.  

If the tracking details show your package was delivered, but you can't find it:

  • Look around the delivery location
  • Ask your household and neighbors
  • Wait two business days to see if it arrives. It's rare, but sometimes carriers may mark packages as delivered before they arrive.

If you still haven't received it after two business days, contact us and we'll be happy to help.

We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery. 

The reasons why we suggest you use PayPal:

Payment is traceable. By using your PayPal account, you can trace the status of your payment.

When you make payment for your order, you don’t need to use your credit card online (you can transfer directly from your bank account). When you use your credit card through PayPal, nobody will see your credit card number, which will minimize the risk of unauthorized use.

All orders are handled and shipped out from our warehouse in China. Please allow extra time for your order to be processed during holidays and sale seasons. 

We processes orders between Monday and Friday. Orders will be processed within 3-5 business days from the order date and shipped the next day after the processing day.

(Orders for handmade products will be processed within 5-7 days) 

Please note that we don't ship on weekends. 

Please contact us if you do not receive tracking confirmation after 5 business days from the day you completed your payment. 


Why does my tracking information show "No tracking data"?

After the logistics carrier receives the goods, they will classify the goods, perform safety inspections and perform special disinfection treatment on the packages to ensure that the goods can be safely delivered to you. (Usually need 1-3 days processing time)

Therefore, during this time period, the tracking information will display "No tracking data"


If your tracking number indicates that your package has been delivered, but you don’t have it yet, it could be because USPS delivered to a neighbor’s mailbox, or possibly because USPS erroneously scanned your package as “delivered” once it reached the post office closest to your home. In cases like this, it typically takes a few extra business days for your package to get into your mailbox. 

If you do not see it within 2 Business Days after getting the “package delivered” notification on your tracking number, please shoot us an email - we would be happy to help you! 

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order.

Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office.

Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.  

Due to the weight and size of packages, it would be costly for us to send in 1 single package. 

It's actually cheaper with our shipping method to send the packages in two or more different packages. 

This varies from product to product though. In most cases, if the product is small enough, we will ship in the same package. This allows us to have cheaper prices across the store. 

You can track your order from your shipping confirmation email or by visiting keaiart tracking page.

If you did not receive the confirmation email or shipping email, please check your email spam, perhaps our mail was sent there by mistake.

If you still can't find it, please contact us for help.

Here is a complete guide on how you can wash your plushies:

Use the gentlest cycle available on your washing machine.

Wash our plushie in cold water using a mild detergent.

If disinfecting is a concern, use warm water or consider using a product like Lysol Laundry Sanitizer, which is safe on both whites and colors, unlike chlorine bleach.

If the plushie is small enough to fit in a launderable mesh bags or duvet cover this would also be a plus. Padding the drum of the washer with towels can also add another layer of protection. Recommended!

Air-drying will be the gentlest choice, and a hairdryer turned on low heat can help to fluff up the fur once the plushie has reached the just-damp stage (think of it as a finishing touch!)

See more ways to clean plush: please check our blog:

cleaning method and disinfection method of stuffed animals  


Our shipping facility is closely following every protocol mandated by the Center for Disease Control (CDC) and we are in close communication with them to ensure that your packages are being handled safely.

Current information from both the World Health Organization (WHO) and the Center for Disease Control & Prevention (CDC) states that there is no evidence coronavirus can be contracted from packages, especially after days or weeks of travel at ambient temperatures. Please refer to these organizations for more virus-related information in their FAQ sections.

USPS postal carriers may experience delays beyond our control. Please hang in there our pals are worth the wait! Refer to the tracking information provided at the time of shipment for the most up-to-date information on your package. 

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