Faq

Keeping you happy is what will keep you coming back !

Our Website has for objective to forge privileged links with you and to provide you with the products you dream about. Take advantage of our secure environment to shop online when and where you want from!

We are always available to advise you, helping you to order or to make sure that your order will be delivered without problem.

You didn’t find answer to your questions in this section?

Write us to info@universtoutou.com or call toll-free at 1 888 482-1131

How to buy at The Plush Factory

You can order online, by telephone, by fax or come at one of our stores located in : Mont-Tremblant, Quebec, Montreal, Rosemère and Quartier Dix30 in Brossard.

Univers Toutou makes buying easy by letting you choose what's most convenient for you !

Online Shopping :

1. You can order directly from universtoutou.com online. Shopping online with us is TOTALLY SECURE because we use secure servers to protect your credit card information. Please visit our Security and Privacy section for more detailed information.
1. First, find the item(s) you'd like to buy using our shop .
2. Click the add to cart button.
3. If you continue to browse and are ready to checkout, just click the shopping cart button at the upper part of the page. You'll see the contents of your shopping cart and you can delete items if you wish. Click on the update button after modifying the content in your shopping cart.
   Then, just follow the simple checkout instructions and your order will be placed. All the information that you transmit is encrypted - which means that nobody else, other than the Plush Factory can read it, giving you total security when you shop with us.
4. We accept VISA and MasterCard for all online orders.

Telephone orders :

2. If you prefer, you can also call us toll free at 1 888 482-1131 between 10.00 a .m. and 4:00 p.m. Eastern time. For speedy service, please have your credit card number handy and the name of the product or products you'd like to order along. We accept Visa and MasterCard payment for all telephone orders. Please note that you might be invited to leave a message on our answering machine and, if that is the case, we will call you back shortly.

Fax Us Your Order :

3. You can also fax us your order at (450) 482-1132.
   To make this easy, just go through the same steps to order on our Web site, but instead of sending us the order on the Web - press the PRINT button instead and fax us the order. Note: If you don't print your order from our Web site, just list the item(s) you would like to purchase along with size and color (if applicable) on a sheet of paper and fax it to us.
   
   Make sure to include your name and full mailing address:
   Street address, city, state or province, country and postal code/zip code. Please include your phone number and e-mail address if we should need to contact you about your order.
   
   We will also need your Visa or MasterCard number and the expiration date to process your order
4. Or, if you're in the neighborhood, stop in at one of our stores located at:
   (Find a Store)

Order Processing

1. Once we've received your order, we'll send you a confirmation of your order via e-mail instantly. If, for any reason, you would like to make any changes to your order, please do not hesitate to contact us at: info@universtoutou.com or call us toll free at: 1 888 482-1131.
   
   Your order will be processed within 48 to 72 hours from the time we receive it. Once the order is processed, normal delivery delays apply. Please see our Shipping and Sales Taxes section for detailed information about cost and delivery schedules.

Guarantees

All products sold by the Plush Factory carry a full one-month warranty. If a product you purchase from us is defective or breaks during normal use within this period, we will either replace it or repair it.

Product Safety Information

Our products are child safety tested.

Our stuffed animals are safe for children 3 and up. The best bear for a child under 3, is a bare bear (undressed & totally huggable).

Our clothing is marked age appropriate for children 3 and up, any small parts should be removed to avoid possible choking hazards for small children.

Some of our multi-piece accessory sets are not age appropriate for children under 5, due to small parts which could be possible choking hazards.

Product maintenance

We recommend cleaning the plush toy with a wet towel and wipe the surface of the fur; our guarantee is not applicable for furry friends who have been machine washed.

Shipping rates & delivery schedule

*Each furry friend will be delivered in his own box. If you buy clothes and/or accessories for your furry friend, they will be delivered in the same box.
*If your order clothes and/or accessories whithout a furry friend, your order will be send in 1 box.

International Customers
Any orders that must be shipped off the North American continent are international. Please contact us for more information about shipping and customs charges at: info@universtoutou.com or call us at: 1 888 482-1131. Please note that you might be invited to leave a message on our answering machine and, if that is the case, we will call you back shortly.

Sales Taxes

Sales taxes may apply to your order depending on where you live. Please check your area below for more details.

Orders Delivered to Quebec , Canada
The 5% Federal Sales Tax (GST) and the 7.5 % Provincial Sales Tax (PST) are applied to orders delivered to Quebec addresses.
Orders Delivered to the Rest of Canada ( not including Quebec )
Only the 5% Canadian Federal Sales Tax will be applied to these orders.

NO Sales Taxes for U.S. Customers
Canadian sales taxes do not apply to U.S. customers. Therefore, our U.S. customers are not charged any sales taxes, Canadian or American, provided their order is delivered to an address in the United States.

International Customers
Any orders that must be shipped off the North American continent are international. Please contact us for more information about shipping and customs charges at: info@universtoutou.com or call us at: 1 888 482-1131. Please note that you might be invited to leave a message on our answering machine and, if that is the case, we will call you back shortly.

Security and Privacy

1. Security
   Shopping online at Plush Factory is TOTALLY SECURE. Credit card orders on Univers Toutou's site are processed on our secure server. All credit card information is encrypted and protected using the Secure Socket Layer Protocol (SSL 128 bits) and can only be decrypted by the Plush Factory. To check that your transaction is secure, look for the unbroken key or closed padlock icon in the lower left corner of your browser screen.
   
   If you prefer to place your order by telephone, please call our Customer Service Department toll free at
   1 888 482-1131. One of our representatives will be happy to assist you. We suggest you go through the purchase process on our Web site before calling to select the items. Then just have your credit card number and the expiration date of the card handy for easy and efficient ordering over the phone. Please note that you might be invited to leave a message on our answering machine and, if that is the case, we will call you back shortly.