Shipping + Processing

We’re so excited to send your Bitsy Friends home to you!

Bitsy Friends is a very small business, and each order is carefully checked and packed before beginning its journey to you. Please allow 1–5 business days (Monday–Friday) for your order to be processed before shipping.

We’ll always do our best to get orders out as quickly as possible, but processing may take the full 5 business days during new collection launches, restocks, holidays, or other especially busy times.

Please remember that processing time and shipping time are separate. Once your package has been handed over to the shipping carrier, delivery time will depend on the shipping method selected at checkout and your destination.

You’ll receive a shipping confirmation with tracking information as soon as your order is on its way.

Please Check Your Shipping Address

Before completing your order, please double-check that your shipping address is complete and correct.

If you notice an error after ordering, please contact us as soon as possible. We’ll be happy to make the change if your package has not yet been processed or shipped, but we cannot guarantee that changes can be made once an order has entered fulfillment.

Lost or Delayed Packages

Once your order leaves us, tracking updates and delivery are handled by the shipping carrier. Occasionally packages may experience delays or missed tracking scans along the way.

If your tracking shows that your package is delayed or appears to be lost, please contact the shipping carrier first for the most up-to-date information.

If the carrier determines that your package has been lost in transit, please reach out to us and we’ll be happy to help with next steps.

International Shipping

We’re so happy to send Bitsy Friends to families beyond the United States!

International shipping options and rates are calculated at checkout based on your destination.

International orders may be subject to VAT, customs duties, taxes, or other import fees depending on the destination country and the checkout/shipping method used. Any applicable charges that are not collected at checkout are the responsibility of the recipient.

International delivery times can vary, and customs processing may occasionally cause delays beyond the estimated delivery window.

Returns + Refunds

We hope your Bitsy Friend feels right at home with your family. But if something isn’t quite right, please contact us within 30 days of receiving your order.

Unused Bitsy Friends, clothing, and accessories may be returned for a refund as long as they are in their original, unused condition with all original tags and packaging intact.

To begin a return, please contact us before sending your item back. Returns sent without contacting us first may not be accepted.

Unless an item arrived damaged, defective, or incorrect, customers are responsible for return shipping costs. Original shipping charges are nonrefundable.

Once your return has arrived and has been inspected, we’ll let you know when your refund has been approved. Approved refunds will be issued to your original payment method. Please allow additional time for your bank or credit card company to process the refund.

Exchanges

Because Bitsy Friends and their accessories are produced in small batches, we cannot guarantee that another character, outfit, or accessory will still be available when an exchange is requested.

If you would like a different item, please contact us and we’ll do our best to help based on the inventory currently available.

Limited-edition and sold-out items cannot be reserved while an exchange is in transit.

Damaged, Defective or Incorrect Items

We carefully inspect Bitsy Friends before they leave us, but occasionally something may slip through.

If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible with your order number and a few photos showing the issue.

We’ll review it and work with you to make it right.

A Little Note About Handmade Pieces

Some Bitsy Friends clothing and accessories are made by hand in small batches by our Bitsy Makers.

Because of this, you may notice tiny variations in stitching, placement, fabric pattern, or other details from one piece to another. These little differences are part of the handmade nature of the item and are not considered defects.

We hope they make each piece feel just a little more special.

Questions?

Bitsy Friends is a small business run with lots of care, and there’s a real person on the other side of your order. If you ever have a question about shipping, your order, or a return, please reach out. We’ll be happy to help.