At Muscle Bear Factory, we aim to dispatch orders as quickly as possible. This Shipping Policy explains how we process, dispatch and deliver orders.
1. Order processing times
We process orders during our normal working times.
Please note that processing times are separate from delivery times.
This means the total time you receive your order may include:
- processing / production time, and
- shipping / delivery time
2. Soft toy orders
Our soft toy orders are usually dispatched within 2-3 working days of purchase.
If there is any significant delay, we will contact you using the email address provided at checkout.
3. Custom clothing orders
Our custom clothing is made to order and may take longer to dispatch.
Custom clothing orders are usually dispatched within 7 working days of purchase.
Please note:
- custom items are not mass-produced stock items
- production times may vary depending on order volume, supplier lead times and seasonal demand
- dispatch estimates are not guaranteed delivery dates
We recommend allowing extra time for custom orders, especially during busy periods, holidays or promotional launches.
4. Shipping times
Once dispatched, delivery times will depend on the shipping service selected at checkout.
Estimated delivery times are provided as a guide only and are not guaranteed, unless we explicitly state otherwise.
Delays caused by the courier, postal service, customs, weather, strikes or events outside our control are not our responsibility, although we will do our best to assist where possible.
5. Shipping charges
Shipping costs are calculated at checkout and will depend on:
- the items ordered
- delivery location
- shipping method selected
Any applicable shipping charges will be shown clearly before you complete your purchase.
6. Delivery address
It is the customer’s responsibility to ensure that the delivery address entered at checkout is correct and complete.
We are not responsible for delays, failed deliveries or losses caused by incorrect or incomplete address details provided by the customer.
If you notice an error in your shipping address, please contact us as soon as possible at:
We cannot guarantee that address changes can be made once an order has been placed.
7. Delayed, lost or missing parcels
If your parcel is delayed, please first check the tracking information provided (if applicable).
If you believe your parcel is lost or missing, please contact us at:
We may need to allow the courier or postal service a reasonable investigation period before a parcel can be treated as lost.
We are not responsible for parcels marked as delivered by the courier to the address provided at checkout, unless there is clear evidence of delivery error.
Where appropriate, we will assist you in raising an enquiry with the courier.
8. Failed delivery / returned parcels
If a parcel is returned to us because:
- the delivery address provided was incorrect
- delivery was refused
- the parcel was not collected
- or delivery attempts were unsuccessful
we may contact you to arrange re-delivery.
Please note:
- additional shipping charges may apply for re-delivery
- where a refund is requested, we may deduct our original outbound shipping costs and any return-to-sender or failed delivery charges from the refund where permitted by law
- custom-made or made-to-order items may not be refundable if returned to us in these circumstances unless they are faulty
9. Multiple items / split shipments
If your order contains multiple items, they may sometimes be dispatched separately depending on stock availability, production times or supplier arrangements.
You will not usually be charged extra shipping for split dispatch unless agreed otherwise.
10. International shipping (if applicable)
If we offer international shipping, delivery times may vary significantly depending on destination and customs processing.
Customers are responsible for checking whether import duties, taxes, customs fees or local charges apply in their country.
Where applicable, these charges are the responsibility of the customer unless we explicitly state otherwise.
11. Order issues
If there is a problem with your delivery, please contact us as soon as possible at:
Please include:
- your order number
- full name
- delivery address
- a description of the issue
- photographs if the parcel or item arrived damaged
12. Contact us
Muscle Bear Factory
Email: hello@musclebearfactory.com