FAQ

About The Bear Factory

Q: How do I become a customer of The Bear Factory?

A: We are always pleased to welcome a new customer to The Bear Factory and registering is simple. All you need to do is fill out our Registration Form located online by the Log In area. Once you have submitted your form – we then enter all information into our system and make sure you have your account approved within 24 hours of registering. Please be sure to write down your log in information as the website is case sensitive.

Q: How long has The Bear Factory been in business?
A: The Bear Factory is the original plush provider in the Build Your Own Plush business. We started in 2000, and quickly became the industry leader with the largest supply of unstuffed plush toys and supplies worldwide.

Q: How is The Bear Factory different from the other providers?
A: We are the Original company that started the complete ONE STOP shopping experience for ALL products needed for the Build Your Own Plush. We own our own manufacturing plants in China with full design centers and supply product to some of the largest retailers in the world.

How we are Different

Q: Why are your products the best?
A: Our goal has always been to offer the most unique designs and the softest fabrics combined with the industry best pricing. Our plush products are the envy of many competitors along with being the most copied plush styles in the industry. All you have to do is compare our quality with any other provider and you will instantly see why The Bear Factory is the company of choice.

Q: How are your animals and clothing different from your competitors?
A: Our plush and clothing lines are all custom designed in our design center with each style designed to be the best product to generate the most significant sales at the retail level.

Plush & Clothing

Q: Are your plush animals the size advertised?
A: Yes, we have two standard sizes of plush. We carry a small 8” product line and a large 16” product line. Our sizes are true to size compared to many of our competitors. Our plush line also includes stuffing in the head and paws which decreases the amount of fiber you have to use to stuff the animals.

Q: Are your animals, clothing & accessories tested?
A: Yes, ALL of our products are tested each year to make sure we comply with any and all toy industry standards. We carry the ASTM-F963 safety certification for all of our United States products, and the EN-71 certification or Europe.

Q: Can I hand stuff plush?
A: Yes, our openings are wide enough for hand stuffing. We suggest using our 2” fiber for hand stuffing the plush animal.

Q: How much stuffing does it take to fill a plush animal?
A: It takes about .45 ounces of fiber to fill our 16” plush and .25 ounces to fill our 8” plush.

Q: How do your unstuffed animals close?
A: The Bear Factory holds the United Stated patent for the locking zipper closure. Since 2002 we have been using this closure which utilizes a zipper with the string attached to the zipper head that is removed after stuffing is completed. This allows the zipper head to lock and secure the animal so children cannot open the back of the animal. We also have a fabric material that covers each side of the velcro closure so any customers that stuffs by hand will not have fiber get into the velcro closure.

Company Structure

Q: How is your company structured? Do you franchise?
A: We are a wholesale company only. We do not franchise, and do not exercise control over the business practices and policies of our customers. We do not compete against our customers and sell our products retail.

Q: Can I purchase items on a retail basis? I am only looking for one item.
A: We do not sell our items retail. If you are interested in select products to be purchased retail, please email us at info@thebearfactory.com. We will be happy to refer you to retail businesses that carry our products.

Q: Can I use “The Bear Factory” name and web pictures for my own business?
A: Yes, we allow the use of our name and web pictures by our customers. But you will need to request special permission for the usage of the name or pictures in your business for purposes of advertising, website design, or development of printed materials.

Ordering/Tracking

Q: How do I place my order?
A: All ordered must be submitted to us either through our website, via email or via fax. We are unable to take any orders over the phone as we do require a hard copy of each order for reference. If you are submitting a PO you may reference your PO number on the order form online or those can be sent via Email or Fax. Please be sure that with any order submitted that you are meeting the minimum requirements for each item ordered.

Q: Do you have any minimum order quantities?
A: Yes. All minimum order quantities are displayed for each product. Product total must be a minimum of $100 before submitting. Normally our minimum pack is 6 unless specified otherwise.

Q: How do I pay for my order?
A: We have a secure payment system for Credit Card payments and currently accept Visa, MasterCard, and American Express. We also offer NET terms and COD payments but those are only accepted upon approval with our factoring company in New York.

Q: I received my invoice and some products are set to zero quantity, what happened?
A: Sometimes, when we are near depletion of certain items this may result in and Out-of-Stock situation. In these cases we will update and invoice accordingly to reflect the change to your order. Please check your invoice, which is sent to you via email to review your final invoice, as we do not contact each customer upon depletion of an item. If you wish to be contacted if an item is out of stock we ask that you contact us before placing the order so we are able to notate it on your account. Out-of-Stock items will not be backordered.

Q: How much does shipping cost?
A: Shipping rates depend on the weight and dimension of each package. We ship all packages via FedEx Ground. We do not ship USPS but can ship UPS if provided with a third party account number. Please note there is a small charge for UPS pickups. We are unable to give estimated quotes but can provide different shipping options once the order has been placed to insure you receive the most cost effective shipping method.

Q: How do I receive a final invoice if you do not know the exact freight costs at the time of order?
A: Once your order has been placed and we figure out the weights and dimensions of each box of the order, we then would be able to get an exact shipping quote. You will be notified via email or by phone of these charges and you then have the decision of how to proceed with your order.

Q: How quickly will I receive my order?
A: We ship FedEx Ground along with all FedEx Expedited services. Please refer to our shipping map for delivery times based on your city and state. All orders received by 2:00pm will be shipped that day. All orders received after 2:00pm will be shipped the following day. We are open 8:00am to 4:00pm Monday-Friday except for posted Holidays.

Q: How do I track my order?
A: Tracking information will be provided once the payment has cleared and your order is finalized. All tracking information can be located at the bottom of your invoice that is sent to you via email once your order has shipped.

Q: I only received half my shipment, when is the rest arriving?
A: All orders can be tracked using the tracking information provided on the invoice once the product has been sent. At times some packages in your order can arrive at different times depending on how FedEx distributed the packages upon pickup. If you have any questions regarding your order you can contact FedEx giving them the provided tracking information and they should be able to give you further details regarding your order.

Defective Merchandise, Returns, and Discrepancies

Q: What do I do if I have defective products?
A: We attempt to produce the highest quality goods possible. We are always happy to offer credit or replacements for all merchandise which are defective. To report such merchandise, you can email info@thebearfactory.com, with the subject line “Defective”. Please include in your email all item numbers, quantities, and explanation of the damage. We will credit you for the value of the defective merchandise.

Q: I have a discrepancy between my order and the goods I have received. What do I do?
A: When you discover you have a discrepancy, it must be reported within 48 hours of receipt of the goods. You may contact us via email or phone. You will need to provide your invoice number. If reported immediately, we will rectify the situation as necessary.