SHIPPING & DELIVERY
We are proud to offer international shipping services that currently operate in over 200 countries and islands world wide. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world.
How do you ship packages?
Packages are shipped from our warehouse in China by ePacket or EMS depending on the weight and size of the product. /p>
Do you ship worldwide?
Yes. We provide free shipping to over 200 countries around the world. However, there are some locations we are unable to ship to. If you happen to be located in one of those countries we will contact you.
What about customs?
We are not responsible for any custom fees once the items have shipped. By purchasing our products, you consent that one or more packages may be shipped to you and may get custom fees when they arrive to your country.
How long does shipping take?
Shipping time varies by location. These are our estimates:
| Location |
*Estimated Shipping Time |
| United States |
10-30 Business days |
| Canada, Europe |
10-30 Business days |
| Australia, New Zealand |
10-30 Business days |
| Central & South America |
15-30 Business days |
| Asia |
10-20 Business days |
| Africa |
15-45 Business days |
*This doesn’t include our 2-7 days processing time.
Do you provide tracking information?
Yes, you will receive an email once your order ships that contains your tracking information. If you haven’t received tracking info within 10 days, please contact us.
My tracking says “no information available at the moment”.
For some shipping companies, it takes 2-10 business days for the tracking information to update on the system. If your order was placed more than 10 business days ago and there is still no information on your tracking number, please contact us.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping.
If you have any other questions, please contact us and we will do our best to help you out.
REFUNDS & RETURNS POLICY
Order cancellation
If your order has been paid and you need to make a change or cancel an order, you must contact us within 12 hours. Once the packaging and shipping process has started, it can no longer be cancelled.
Refunds
Your satisfaction is our #1 priority. Therefore, if you’d like a refund you can request one no matter the reason.
If you did not receive the product within the guaranteed time( 60 days not including 2-7 day processing) you can request a refund or a reshipment.
If you received the wrong item you can request a refund or a reshipment.
If you do not want the product you’ve received you may request a refund but you must return the item at your expense and the item must be unused.
- Your order did not arrive due to factors within your control (i.e. providing the wrong shipping address)
- Your order did not arrive due to exceptional circumstances outside the control of Pink Cloud Store (i.e. not cleared by customs, delayed by a natural disaster).
- Other exceptional circumstances outside the control of
*You can submit refund requests within 15 days after the guaranteed period for delivery (60 days) has expired. You can do it by sending a message on Contact Us page
If you are approved for a refund, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 14 days.
Exchanges
If for any reason you would like to exchange your product, perhaps for a different size in clothing. You must contact us first and we will guide you through the steps.
Please do not send your purchase back to us unless we authorise you to do so.
Perfect, a little pressured into the package, but all ok
Slight abrasion on the pupils. Otherwise fully corresponds to the description
I've very pleased about the order. Looks exactly the same as shown on the picture. My daughter loves it. The delivery was pretty fast too. Ordered on 12/03/2019 and received on 12/16/2019. Thank you! Sorry I've been very busy lately and didn't get chance to leave my review sooner.
The order was sent very quickly, and it could reach as quickly if it were not for jambs of our mail. Made perfectly. Packed as perfect. And you know what? This Totoro is just beautiful
Sending fast, shipping more than a month due to the Novosibirsk customs, the quality is good, the packing is dense, but after the trip and tight packing looks slightly chewed, especially in the photo, live better. The material is really very pleasant, sewn smoothly.
Just as it looks in the picture. The fabric is very soft it is good to hold it
Delivery (pickup from DPD) 17 days, for Petropavlovsk-Kamchatsky, this is excellent. Everything is fine. Thank you! I recommend!
ITS PERFECT. The softest plush I’ve ever received, I got it for my niece for Christmas since she loves Totoro and she’s going to love it. Im definitely going to order myself one.
Soft, pleasant to the touch, odorless, the threads do not sharpen, the quality is excellent.
Very soft and pleasant. Sewn neatly. Shipping tracked. I recommend!
Delicious!!!! Wife happy thank you
Everything is super! My new neighbor totoro came in a month, whole and unharmed.
Excellent great quality
I bought the smallest size. Very soft material and super cute! There were some loose strings on the little leaf though but besides that very accurate.
Ordered in peter 28.07, taken from the post office on august 15. This is the desktop namileyy fuzzy, just words do not convey!!! 5 + quality, no smells and no thread. Thank you very much to the store!!!! Now this is my love))))
This is probably the cutest thing I've ever ordered! Great quality! it's literally adorable
The order came very quickly. Less than two weeks and i already have it. Outwardly there are no complaints, there was a little thread, but not mercilessly. There is no smell absolutely, despite the tight packaging even and did not crumple especially and the shape did not lose. Excellent toy, very satisfied!
Thanks so much it was only two weeks and I received it..!
really cute and soft. would buy a bigger version. theres a stitch/string coming out from the mouth but in general i love it.
Came in 2 weeks! So fast!
At someone in the recall read that already turmoil on the skin, when opened the parcel, to what he is cute! Really it is! Incredible warmth and kindness with a wide smile and big eyes! :) Once you look and a charge of good mood for the whole day is provided! :) The store sent the day after payment. Chelyabinsk reached in 15 days. On the same day i ordered another one, smaller in size :)
This thing is SO soft and SO cute. Seen well and eyes don't look weird. Fast Shipping.
Everything came, everything was intact. Looks neat and beautiful, the only thought that it will be bigger
So quickly arrived) 2,5 weeks to novlsiba. I ordered an average size. The child chose a smiling tottoro. Smooth seams, there is no smell. To the touch it is pleasant. For such a price-a super toy! We are happy!!!
Today i received this fluffy miracle. i want to constantly squeeze it. soft, pleasant to the touch forever smiling totoro. sewn neatly, without defects and extraneous odors. i never regretted that i bought it.