Frequently Asked Questions – Reginald & Vex
Who makes your products?
Every product is handmade by me right here in my studio in Burbank, CA.
Payment: Payment is accepted in the form of PayPal or major credit cards, please.
When will I receive my items?
All items listed, are ready to ship unless otherwise noted. 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.
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.
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. Iron not recommended. If you decide to iron, 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.
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
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.
Shipments within the United States have these options:
• First Class – item is delivered in 4-5 business days. Buyer will receive a tracking number with limited tracking information.
• Priority – item is delivered in 2-3 business days. Buyer will receive a tracking number with more specific tracking information.
Insurance or registered mail can be requested for a different charge than the one listed.
Selecting expedited shipping during checkout does not ensure a faster processing time, especially during a Holiday season. 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
Unfortunately at this time, we only ship to customers in the United States. This may change in the future.
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. If the item has still not been received, the US package carrier will be contacted by me to see about getting the package traced. Further refunds and actions beyond that will depend upon the course of action taken by the package carrier(s).
Items are only replaced if they are defective or damaged. 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). To complete your exchange, we require a receipt or proof of purchase. Any exchanges accepted will be less the shipping costs, except in the event of a product arriving damaged.
Exchanges are not granted if:
* Any item is not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery
Once your exchange is received and inspected, we will send you an email to notify you that we have received your
item. Depending on where you live, the time it may take for your exchanged product to reach you may vary.