Palm Pals™ is a collectable plush brand owned by Aurora World, Inc. Aurora World, Inc. (referred to as “Aurora®, “Aurora World, Inc.”)
Below, you will find a list of Aurora® most frequently asked questions to hopefully have yours answered!
If your question is not on the list, visit our Contact Page where you’ll find information on how to connect with customer service.
Need Help?
If you have an issue or question that requires immediate assistance, you can click the button below to message a Customer Service representative.
Online Order Related Questions
Q: “How long does it take to process my order?”
All orders are subject to a 48-hour processing time.
Q: “How long will it take for my package to arrive?”
Tracking information is provided in your order confirmation email. That means you can see your package’s journey to you at any time. Please note it typically takes at least 24 hours for tracking to begin. Please note that orders are only processed during operating hours on business days (Monday through Friday, excluding holidays). As a result, orders placed before a weekend or major holiday may take longer to arrive.
Q: “What if I want to return something I ordered?”
If you are not delighted with your purchase, most new, unopened products can be returned within 30 days of receipt for a full refund.
Please note that we do not refund original or return shipping and handling fees. You will be responsible for any return shipping expenses.
In order to process your return, please visit our Contact Page to submit your return inquiry, and a customer service member will contact you with a return authorization, which is needed to process your return.
All refunds are applied to the original form of payment. Upon receipt, we will notify you via email. You can expect to be credited within 5-10 business days. The return credit should be reflected on your statement within one or two billing periods, depending on your financial institution’s billing cycle.
We refund the full value of the returned items, unless otherwise noted.
We do not refund shipping and handling fees*
*In the case of returns due to defective products or an incorrect order, please submit an inquiry to find out if you are eligible for return shipping compensation.
If you have a return, please visit our Contact Page to submit your return inquiry, and a customer service member will contact you promptly.
Q: “What if I need to change or cancel my order?”
Please visit our Contact Us page immediately if you need to change or cancel your order.
If the order has not yet shipped, we will be more than happy to assist. In the case of already shipped orders, we are not able to cancel your order but are happy to assist you in the return process once the order is received by you.
Please be advised that some orders are shipped very soon after placement, and it may not always be possible to cancel.
Q: “Why is my order billed under “Teddy Plush Toys, LLC” on my credit card statement?”
All orders are sold and fulfilled by Teddy Plush Toys, LLC. Don’t worry, it’s the right order!
Q: “Do you ship orders internationally?”
We only ship within the United States excluding Alaska, American Samoa, Micronesia, Guam, Hawaii, Marshall Island, Northern Mariana Islands, Palau, Puerto Rico, U.S Virgin Islands, Armed Forces Americas, Armed Forces Europe, Armed Forces Pacific.
Q: “Can I place an order over the phone, through email, or chat?”
In order to protect your personal information we do not accept any orders placed over the phone, email or chat. Please place your order online through our site, if you need assistance navigating our checkout page please contact us.
Q: “Does the “Free Shipping for orders over $35″ apply to wholesale orders?”
No, this offer is only for orders placed on palmpals.us and does not apply to retailers registered with us as wholesale buyers. For more information on buying wholesale and becoming an Aurora® retailer, contact us at 888-287-6722.
Q: “Do you do back orders?”
No. If an item is out of stock our customer service team will notify you as quickly as possible. Out of stock orders will be canceled and refunded.
Q: “Why do you charge sales tax on all of your items?”
We are required by law to charge sales tax, based on our tax rate in Los Angeles County, California.
Wholesale
I am a reseller (Retailer / Wholesaler). Whom should I contact to open an account with Aurora® and order Aurora® products?
Please contact [email protected] to open a retail/wholesale account.
I am a current Aurora® retail/wholesale customer. Where can I login into my account to place an order?
Please click here or contact [email protected] for your login information and direction.
I am a current Aurora® retail/wholesale customer. I placed a retail order via customer service or Market-Time? I haven’t received confirmation from Aurora® regarding my order. Whom should I contact?
Please contact [email protected] to reset your login information.
Unable to find satisfactory answers ? Contact Support