FAQ’s

Reginald & Vex Frequently Asked Questions

Who makes your products?
Every product is handmade by me right here in my studio in Burbank, CA.

Each plush is handmade, so there may be slight variations. Occasionally fabrics pictured on items may become unavailable. In this case we will contact you in regards to your order.  All embroidery is a combination of machine and hand crafted, so there may be slight variations. Please be aware that color variations may occur due to monitor settings.

What methods of Payment do you Accept?                                                                                                                                                                                   Payment is accepted in the form of PayPal or major credit cards through PayPal. Payment is processed at the time of purchase and an e-mail confirmation detailing items and billing/shipping information will be sent upon completion of order. E-mail address provided during checkout must be accurate to receive confirmation and updates.

When will I receive my items?
Processing (the making part) and packaging currently takes 3-5 business days, but often much quicker. Items listed as “Ready to Ship” will ship within 3-5 business days (Monday through Friday, excluding holidays) after payment clears. Please remember that shipping during Christmas, Holidays, postal holidays, natural disasters and the like will most likely delay your package. Please plan accordingly.

Can you ship my gift directly to the recipient? 
Yes!  Simply put their name and address in the shipping field, and leave any instructions in the notes at checkout. If you would like to include a short handwritten note in the package, please put what you would like us to write in quotes. Please note; at this time shipping is only available in the US.

CARE INSTRUCTIONS~
Plush:  Machine washing is NOT recommended.  Wipe plush with soft, damp cloth & let air dry. If sticky substance is on plush, use a bit of laundry soap mixed with warm water and use a cloth to remove substance. Let air dry.

Kids Items: Machine Wash Cold, Tumble Dry Low, Do Not Bleach. Do not iron polyester fabrics. If you decide to iron embroidery, do NOT iron directly onto embroidery, use a press cloth as a barrier to prevent damaging the embroidery.

Embroidery: Lace & Ornaments: Canned air may be used to remove dust or other dry substances. Washing or submerging in water is NOT recommended.

Embroidered Felt Patches: Best cleaned with a soft damp cloth.  If soiled, use a delicate soap diluted with cold water and gently dab the area. Air dry. Felt is made from eco-friendly recycled materials. Ironing is NOT recommended as this will damage the patch.

Embroidery: Butterflies
A Non-toxic water soluble stabilizer is used as a backing. To remove, submerge in warm water for about 5 minutes. Gently blot dry with a soft towel and then use a soft chip clip or similar item to position the wings in place. Let air dry and remove clip.

Your product(s) can be damaged if:

* MACHINE WASHED

*PETS USE AS CHEW TOY

*ITEM IS LEFT OUTSIDE OR IN DIRECT SUNLIGHT

Packaging~
Our packaging is either reusable, recyclable &/or biodegradable. We want to protect ALL the critters out there and keep their homes safe by reducing waste as much as possible.

SHIPPING

  • First Class –First Class mail typically takes 4-7 business days
  • Priority –Priority Mail typically takes 3-4 business days. Buyer will receive a tracking number with more specific tracking information.

We ship all packages through the US Postal Service. Shipping costs are calculated based on the total weight of the order and may be reviewed prior to completion of checkout.  Shipping times will vary depending on how far it has to travel from our home to yours. Please make sure your shipping address is correct.                Unfortunately at this time, we only ship to customers in the United States. This may change in the future.

If you have a question about how long an item(s) will take to ship, please refer to the product listing or contact us using our customer service email: Cuddles@reginaldandvex.com

Lost Items
Items are only considered lost after the estimated shipping time has passed plus a few days to account for common shipping delays that occur around Holidays, natural disasters, misrouting, and the like. Please contact us if your package has not shown up within the designated time frame and you believe it is lost. Lost packages are subject to verification. Reginald and Vex is not responsible for lost packages due to errors in shipping address provided by customer.

Damaged or Defective Merchandise
If your package arrives damaged, contact us immediately and keep all shipping materials including the box or envelope and all contents. Send pictures of the damage if possible to expedite the process. If you need to exchange it for the same item, send us an email at Cuddles@reginaldandvex.com. We will send shipping information to you to exchange your item(s). Items may be required to be returned before a replacement is sent. Exchanges are not granted if any item is returned more than 30 days after delivery.