FAQs

How long does delivery take?
Once your order is placed, please allow up to 5 business days to receive your tracking number.

After your order has been dispatched from our NZ warehouse, delivery is estimated to take 1–3 business days NZ-wide from the time you receive your tracking details.

Do you ship across New Zealand?
Yes, we ship NZ-wide.

How much does shipping cost?
Free Shipping with code VALENTINES on orders over NZD $100

• NZD $20 for orders including our Oversized Teddy Bear (Use Code: VALENTINES for free shipping)
• NZD $10 for all other items

Can I track my order?
Yes, you will receive a tracking number by email once your order has been shipped from our NZ warehouse.

Can I change my order after placing it?
No, all orders placed are final.

Can you guarantee delivery by Valentine’s Day?
While our team will always do their very best to fulfil Valentine’s Day orders in time, we are unable to guarantee delivery due to courier demand during this peak period.

Why has my order arrived in separate packages?
Orders that contain multiple items may be shipped separately to ensure your products arrive as quickly as possible.

Are your teddy bears soft?
Yes! All our bears are made from ultra-soft premium plush fabric designed for comfort and cuddles.

Are the products sutible for all ages?
Our products are suitable for all ages. Adult supervision is recommended for young children.

Will the product look exactly like the photos?
We do our best to represent our products accurately, but slight variations may occur due to lighting or screen settings.

At Big Bear Love, we want you to love your purchase. If something isn’t quite right, we’re here to help.

What if my product arrives damaged or faulty?
If your product arrives damaged or faulty, please contact us at bigbearlovenz@gmail.com within 7 days of delivery and include:

• Your order number
• Clear photos of the issue

Once we've reviewed your request we will arrange a replacement or refund where appropriate.

Do you accept returns for change of mind?
Due to the nature of our products, we are unable to offer returns or refunds for change of mind.

Will I get a full refund?
To be eligible for a full refund, the item must be returned to us in its original condition and packaging.

Note: Return shipping costs are the responsibility of the customer.

Once we receive and inspect the returned item, we will process your refund to the original payment method.

Please allow 5–10 business days for the refund to appear in your account.

I have received incorrect items?
If you receive the wrong item, please contact us within 7 days of delivery and we will resolve the issue as quickly as possible.

How can I contact Big Bear Love?
Email us at bigbearlovenz@gmail.com and we’ll reply within 24–48 hours.

What if my order hasn’t arrived?
If your tracking number hasn’t updated or been provided within 10 business days, contact us and we’ll investigate straight away.