📌 General Questions

❓ What is Monkey Castle?
Monkey Castle is a plush toy brand that allows you to create and customize your own plush companion. Whether you choose from our 12 Zodiac Collection or our exclusive Monkey Plush Collection, you can personalize expressions, colors, accessories, and even add a heartbeat feature!

❓ How does the customization process work?
Our customization process is simple and fun!
1️⃣ Choose Your Base – Select from 12 Chinese Zodiac animals or one of our unique Monkey Plush designs.
2️⃣ Customize Every Detail – Change colors, expressions, accessories, and even add a heartbeat feature or personalized ID.
3️⃣ Bring It to Life – Place your order, and our team will craft your plush and deliver it to your doorstep!

❓ Can I order a pre-designed plush instead of customizing one?
Yes! We offer Classic Plush and Limited Edition Plush collections for customers who prefer ready-made designs. Just browse our shop and add your favorite plush to your cart.

🛍️ Ordering & Shipping

❓ How long does it take to receive my plush after ordering?
For pre-designed plush toys, shipping takes 5-7 business days.
For custom plush toys, please allow 10-15 business days as each piece is handcrafted to perfection.

❓ Do you ship internationally?
Yes! Monkey Castle ships worldwide. Shipping costs and delivery times may vary depending on your location.

❓ How do I track my order?
Once your order is shipped, you’ll receive a tracking number via email. You can track your package on our website or through the courier's tracking system.

❓ Can I change my shipping address after placing an order?
If your order has not been processed, we may be able to update your shipping details. Please contact our customer support team within 24 hours after placing your order.

🎨 Customization & Product Details

❓ What customization options are available?
You can customize:
✅ Expressions & facial details (smiling, winking, sleepy, etc.)
✅ Color & pattern (fur, eyes, ears, and tail colors)
✅ Accessories (scarves, hats, bows, glasses, etc.)
✅ Special features – Heartbeat sound & Personalized ID card

❓ Can I see a preview of my custom plush before ordering?
Yes! We provide a 3D preview tool that allows you to visualize your plush before confirming your order.

❓ Are all plush toys handmade?
Yes! Each plush toy is crafted with care, using high-quality, ultra-soft materials for a premium cuddling experience.

❓ What materials are used to make the plush toys?
We use eco-friendly, non-toxic, and hypoallergenic plush fabric to ensure safety and comfort.

🔄 Returns & Refunds

❓ Can I return or exchange my plush?
Since each plush is custom-made, we do not accept returns for personalized orders. However, if your order arrives damaged or incorrect, please contact us within 7 days of delivery for a replacement.

❓ What if I receive a defective or incorrect plush?
We sincerely apologize for any mistakes! If your plush is defective or incorrect, contact our support team with your order number and photos of the issue. We’ll send a replacement at no additional cost.

❓ How do I cancel my order?
For pre-designed plush, you can cancel within 24 hours of placing the order.
For custom plush, cancellations are only accepted if production has not yet started.

📞 Contact Us

❓ How can I contact Monkey Castle for further inquiries?
You can reach us via:
📧 Email: support@monkeycastle.com
📩 Live Chat: Available on our website
📱 Social Media: Monkey Castlle

Still have questions? We’re happy to help! Contact us anytime. 💖