Frequently Asked Questions

Most KEAIART plush toys are made with polyester fabric and PP cotton filling, a polyester fibre filling. Some designs contain weighted beads, and a small number include small magnets.

Materials and features vary by design. Please check the individual product description or contact us before ordering if you have specific material preferences.

Sizes vary by design. Please check the measurements on each product page rather than judging size from lifestyle photos alone. If you need help understanding a measurement, contact us before ordering.

Our plush toys are intended for ages 3 and up, subject to any additional guidance on the individual product label. Some designs include plastic eyes, detachable accessories, weighted beads, or small magnets. Please consider these features when choosing a gift and follow all product warnings.

Inspect the toy regularly. If seams open or any components become loose or exposed, stop using it and keep it away from children.

We recommend spot cleaning only to help protect the plush fabric, filling, and attached details.

Gently dab the affected area with a soft cloth lightly dampened with water and a small amount of mild detergent. Test on an inconspicuous area first, then remove any detergent residue with a clean, lightly dampened cloth. Allow the toy to air-dry completely in a well-ventilated area.

Please do not soak, hand-wash, machine-wash, tumble-dry, bleach, or apply direct heat. Follow any additional care instructions supplied with your particular design.

We do not use vacuum or compression packaging. However, the plush fabric may become slightly flattened or ruffled during transit.

Gently reshape the toy with your hands and smooth the fabric in its natural direction. Avoid pulling on eyes, accessories, or other attached details, and do not use heat or vigorous shaking.

Screen settings and lighting can also affect how colours appear. If your plush arrives damaged or looks materially different from its description, email support@keaiart.com with your order number and clear photos so we can help.

Yes. Enter the recipient’s name and delivery address at checkout. We do not include prices on our packing slips.

Gift boxes, gift bags, and handwritten gift messages are available by arrangement only. Please contact support@keaiart.com before ordering to confirm availability, any additional cost, and whether the request can be accommodated.

For international deliveries, required customs documents may show the item’s declared value. If your gift is for a particular date, please allow for both order processing and transit time.

All orders ship from China. Standard order processing usually takes 2–5 calendar days before dispatch.

Estimated transit times after dispatch are:

• United States and Europe: 15–20 calendar days
• Canada: 20–25 calendar days
• Australia and New Zealand: 15–20 calendar days
• Central and South America: 20–35 calendar days
• Asia: 17–23 calendar days

Calendar days include weekends and holidays. Processing time is separate from transit time, so please allow for both when estimating arrival.

Pre-orders and certain large items may have different schedules, as stated on their product pages. Delivery estimates are not guaranteed arrival dates, and customs or carrier delays may affect timing. Please see our Shipping Policy for details.

We offer free standard shipping to supported destinations. Shipping availability is confirmed at checkout; we currently do not ship to Africa.

Free shipping covers delivery charges, but it does not automatically include import duties, taxes, or customs clearance fees. Any taxes collected by us will be shown at checkout. Additional charges not collected at checkout may be payable to your local authorities or carrier.

Please see our Shipping Policy for more information.

We will email your tracking details after dispatch. If you cannot find your order confirmation or shipping email, check your spam or junk folder, then contact us if you still need help.

Tracking may not appear immediately while the carrier completes its first scans. Orders containing multiple items may also arrive in separate parcels.

If tracking stops updating, delivery takes longer than expected, or the parcel is marked as delivered but you cannot find it, email support@keaiart.com with your order number. For a parcel marked as delivered, also check around the delivery location and with household members, neighbours, or your building’s reception.

We will help investigate with the carrier and work with you on an appropriate resolution.

Please email support@keaiart.com as soon as possible with your order number and the change you need, such as correcting your email address, updating the delivery address, changing an item, or requesting cancellation.

We will check the order’s status and confirm what is possible. Once an order has been packed or dispatched, we may be unable to change it or stop the shipment.

Please do not assume a change has been completed until we confirm it. If the shipment cannot be stopped, we will explain the available return options. This does not affect any statutory cancellation rights you may have.

For an eligible change-of-mind return, contact us within 45 calendar days after delivery. Under our voluntary return policy, items must be unused, unwashed, and in their original condition and packaging, with all included accessories.

You pay the return shipping cost for a change-of-mind return. We do not charge a restocking fee or deduct our original outbound shipping cost from orders that qualified for free shipping. Please contact us for the correct return address before sending anything back.

If your plush is defective, damaged on arrival, or incorrect, email us with your order number and a description of the issue. Clear photos can help. Confirmed defective products qualify for a full refund for the affected item without needing to be returned.

Eligible refunds are issued to the original payment method. Please read our Refund Policy for processing times, exceptions, and statutory rights, which are not limited by our voluntary 45-day return offer.