Finch Merch FAQ

SHIPPING & DELIVERY

    1. When will my order ship?
        • All orders will ship within 2-4 business days.
        • Estimated delivery is 5-7 days depending on your location.
    2. How can I track my order? An email with a tracking link will be sent once your order ships.
    3. Can I update my shipping address or cancel my order? While we do try to process orders quickly, please email customer service ASAP at shop@befinch.com with your order number and we will do our best to accommodate your request.
    4. Can I opt for faster delivery? Yes! Expedited shipping options are available at checkout.
    5. How much is shipping? Shipping costs are calculated at checkout based on your location, the size and weight of your order, and the shipping method selected. We offer both economy and expedited options to suit your needs. Each product is weighed, and rates are applied accordingly to ensure fair and accurate pricing.
    6. My package says delivered, but I didn’t receive it - what should I do? We ship with only the most reliable carriers worldwide including FedEx, USPS, and UPS. Once the package has left our warehouse, Finch cannot be held accountable for lost, stolen or mis-delivered packages, but we want you to have the best possible experience with our company. Please contact the carrier assigned to your order and see if they have any insight. If they are unable to assist, please email us at shop@befinch.com with your order number so we can work with you to resolve this.
    7. Do you ship to PO Boxes or APO/FPO addresses? Yes! Please make sure all address info is filled in correctly at checkout and we will fulfill via USPS Priority.
    8. What if my item arrived damaged? We apologize that you received a damaged item. In this rare case please send a photo of the product along with your order number within 5 days of delivery to shop@befinch.com and we would be happy to help you with a resolution.
    9. Do you offer free shipping? Yes – but currently only for orders shipping within the United States.
      1. United States: Free standard shipping on orders over $75
      2. Canada: Free standard shipping on orders of two Full Size plushies or more
      3. International Orders: We’re still a small business with just one U.S.-based warehouse. While we’re not able to offer free international shipping right now, we do partner with DHL to offer transparent, prepaid taxes and duties (DDP) at checkout - so there are no surprise fees.
      We hope to offer better international shipping rates in the future as we grow!
    10. Can these thresholds change? Yes. We review our shipping costs regularly and reserve the right to change or update free‑shipping thresholds at any time. Any changes will always be reflected on this page and at checkout before you place your order.

    INTERNATIONAL SHIPPING

    1. Where We Ship From: All international orders are shipped from our warehouse in North Carolina, USA. Orders typically arrive in 10-14 business days, depending on the destination and customs clearance.
    2. Shipping Carrier: Our warehouse partners with DHL to offer prepaid duties and taxes (DDP) at checkout, so there are no hidden fees or surprise customs charges.
    3. Shipping Rates: we’re still a small business with just one US-based warehouse, so international orders ship from there. That means we don’t control shipping rates or local taxes, but we are actively exploring new warehouse and shipping partners for early 2026 to bring you more competitive rates next year. Thank you for your support (and patience) as we grow! 💛
    4. Regions We Ship To:
        • United States
        • Canada
        • Australia
        • United Kingdom
        • EU
          • France
          • Germany
          • Spain
          • Italy
          • Ireland
          • Netherlands
          • Belgium
          • Denmark
          • Sweden
          • Finland
          • Poland
          • Austria
      Other Markets: we aim to deliver the best possible international experience, balancing shipping speed, cost, duties, and customer support. As we refine our approach, we’re working toward expanding to more countries in a reliable way. Thanks for your patience - more regions coming soon!

    5. How does shipping, duties, and taxes work for International orders? We offer Delivered Duty Paid (DDP) shipping where possible. That means:

      1. You pay everything upfront at checkout – including shipping, taxes, and any duties.
      2. There are no surprise charges or customs fees later.
      3. We work directly with our shipping partner DHL to handle all customs clearance and delivery.
      4. However, some countries have different rules which we have outlined below. Please read carefully.
      5. Taxable VAT: the taxable amount includes the customs value plus any duties, shipping, insurance, and related costs depending on the market. For the EU, based on official EU legalities, your import VAT may either be included in the total price shown at checkout or listed as a separate line item. You can read more here.

    CANADA

    1. How is my Canadian Shipping Calculated? We work with our warehouse's shipping partner DHL to ensure safe, tracked international delivery to our Canadian customers. Shipping costs are calculated based on two key factors:
    2. Where in Canada your order is going — Canada is divided into 4 shipping zones based on the first letter of your postal code.ii. The weight of your order - heavier orders cost more to ship. We use weight-based pricing so you’re not overcharged for light items.
      Zone Postal Code Prefixes Province/Territory Examples of Major Cities
      CA-1 K, L, M, N, P, G, H, J Ontario & Quebec Toronto, Ottawa, Montreal, Quebec City
      CA-2 R, S, T Manitoba, Saskatchewan, Alberta Winnipeg, Regina, Saskatoon, Calgary, Edmonton
      CA-3 V British Columbia Vancouver, Victoria, Kelowna
      CA-4 X, Y Yukon, Northwest Territories, Nunavut Whitehorse, Yellowknife, Iqaluit
    3. How are Duties & Sales Tax Calculated?
      • Taxes: Canadian customers are taxed according to Canadian tax law and sales taxes **** (GST/HST/PST). This is based on:
        • Their shipping address (province/territory)
        • Total basket value (including shipping)
      • Duties: is included. As of March 2025, Canada imposed a 25% tariff on certain U.S.made toys (including plush toys like ours). To keep things simple, we use Delivered Duty Paid (DDP) shipping, meaning duties and taxes are calculated at checkout. What you see at checkout is your final cost, no surprise customs fees later. We’re actively reviewing shipping rates and pricing to make sure Canadian orders remain fair and transparent.

    AUSTRALIA:

    1. Do I need to pay GST or duties on delivery? If your order total is under AUD $1,000, you will not usually pay duties or GST. Above that threshold, Australian customs may apply GST or import charges at delivery.
    2. Do you charge GST at checkout? Not yet. When any business reaches over $75K AUD annual sales, they must begin collecting GST at checkout.

    UNITED KINGDOM:

    1. Will I be charged VAT at checkout? Yes, we collect UK VAT on orders under £135, and you’ll see it clearly listed at checkout.
    2. What about orders over £135? Orders over £135 may be subject to import VAT and customs duties upon delivery, collected by the courier (e.g., DHL or Royal Mail).
    3. Are there extra delivery fees? Couriers may charge a handling or processing fee when collecting import VAT/duties on larger orders.

    EU MARKETS

    1. We are registering for the IOSS (Import One Stop Shop) scheme to simplify VAT collection and delivery across the EU.
    2. Which countries does this cover? We collect VAT at checkout and ship under IOSS to the following countries: France, Germany, Spain, Italy, Ireland, Netherlands, Belgium, Denmark, Sweden, Finland, Poland, Austria. ****
    3. Do I need to pay anything on delivery? No, if your order is under €150, VAT is already collected at checkout and you won’t be charged any additional tax or duties at delivery.
    4. What about orders over €150? Orders over €150 may incur customs duties and import VAT upon delivery, depending on the country. These are not covered under IOSS.
    5. How is VAT charged? The VAT taxable amount includes the customs value plus any duties, shipping, insurance, and related costs. For the EU, based on official EU legalities, your import VAT may either be included in the total price shown at checkout or listed as a separate line item. You can read more here.

      RETURNS & EXCHANGES

      1. What is your return policy?We want you to love your Finch items! If your apparel doesn’t fit quite right or you’d prefer a different style, you can return your item and place a new order. At this time, we’re not able to offer direct exchanges—our fulfillment partner doesn’t support them.Here’s how to get a new size or product:✔️ Step 1: Start your return through our refund portal.✔️ Step 2: Enjoy free return shipping—your label will be emailed to you after initiating the return. Please print this off to affix to your package.✔️ Step 3: Your original payment method will be refunded once your return is processed.✔️ Step 4: You can place a new order anytime for the item you want!
        • Returns must be initiated within 14 days of receiving your order.
        • Items must be in original condition with all labels attached.
        • Send your item back in suitable packaging, it doesn’t need to be the original Finch package.
        • Refunds typically appear on your original payment method within 7-10  business days after processing.
        • Please note: not all sizes or styles may be available at the time of your new order.
        • Still need help? Email us at shop@befinch.com.
      2. Can I cancel my order? We process orders quickly, so cancellations are not guaranteed. Reach out ASAP to shop@befinch.com

      ORDERING & PAYMENTS

      1. What if the product I want is sold out? Click the Notify Me When Available button on the product, and you will get notified when it’s back in stock.
      2. Will there be more plushies available? Yes! Restocks are coming—click the Notify Me When Available to be first to know.
      3. Will this plushie color come back in stock? We can’t guarantee restocks in every product and color, so grab your favorite while you can!
      4. Can I pre-order a plushie? Not at this time, but click & fill in the Notify Me alert, and we’ll send an email to you when they’re available.
      5. When will I be charged? Your card will be charged at checkout, and you will receive an email receipt and tracking details once the item is shipped.
      6. Can I send my order as a gift? Yes! While we don’t offer gift wrapping, our plushies and apparel arrive in special Finch packaging, perfect for gifting! We also have gift cards available for digital gifting.
      7. Do you offer payment plans or buy now, pay later options? Yes, payment plans are available at checkout through Shop Pay by selecting the Shop Pay Installments option.
      8. Why are the plushies now $44.99? This increase reflects new tariffs on imported goods, which are impacting brands across the U.S. Rather than cutting corners on quality, we’ve decided to keep our plushies cozy, huggable, and long-lasting.
      9. We accept the following payment methods: AMEX, Apple Pay, Google Pay, Discover, Mastercard, Visa, Shop

      PRODUCT & CARE QUESTIONS

      1. My Finch came wrinkled: It’s completely normal for your Finch to arrive with a few wrinkles, they’ve been on a bit of a squishy journey to get to you, since we vacuum seal them to reduce packaging waste and protect them during shipping. The wrinkles will soften and drop within a few days to a week. You can give it a gentle fluff, or even pop it in the bathroom while you shower (the steam could help) smooth things out faster).
      2. How do I care for my products? Please see the drop downs on each product page for more details. 
        • Plushies: Spot clean only with mild soap and water. Do not machine wash or tumble dry.
        • T-Shirts & Hoodies: Machine wash cold, tumble dry low. Do not bleach or iron decoration.
        • Water Bottles: Hand wash only, do not microwave.
      3. Sizing:
        • Our t-shirts and hoodies are unisex, so we recommend sizing up for a looser fit, or sizing down for a more snug fit. Please see the product page for the model size and more details on fit.
        • Our beanies and hats are one size fits all.
      4. Will these plushie colors be restocked? We can’t guarantee it, so grab them while you can!
      5. Can I buy plushie outfits separately? To streamline fulfillment, outfits are only sold with plushies.
      6. Are your products sustainably made? We’re committed to making thoughtful choices. Our products are responsibly sourced and made with soft, high-quality materials designed to last.

      FINCH APP QUESTIONS

      1. Does my purchase include a digital subscription? No, physical products do not include a Finch Plus subscription, please visit here to upgrade to a Plus