Do you offer any discounts or coupons?
Most of our promotions and discounts are exclusively shared with our customers through our social media channels or newsletter. Don't miss out – sign up or follow us to stay updated on our latest offers!

How can I add personalisation to a product?
Currently, we do not offer personalisation options, but we're actively working on making this feature available. Stay tuned for updates!

Is it safe to use my credit card on your website?
Absolutely. Your online orders are processed through a secure server using SSL technology, ensuring that your credit card information is transmitted to us in an encrypted (scrambled) form.

How can I track my order?
Once your order has been shipped, you will receive an email containing your tracking number. If you don't receive this email, please reach out to us via whatsapp or email, and we'll be happy to resend your tracking information.

What shipping methods do you use, and what are your rates?
We ship via a number of different carriers, but mostly via SF Express and Qxpress, with shipping rates calculated during checkout

How long will it take to receive my order for local deliveries and do you offer expedited delivery options?
We aim to have it delivered to you within 2-3 business days from date or order, if made before 12pm. If you have not received it by then please check your tracking number or contact us on contact@mypassportpal.com.

Currently we do not offer expedited deliveries however it is something we are working on and will hopefully be able to offer this in the near future.

Do you offer International Shipping and what are the expected timelines?
Currently, we only ship to Singapore.

Are there customs and Duties charges for international shipping?We ship Delivery Duty Unpaid (DDU); shipping fees displayed are not inclusive of the duties and taxes that may be levied by the country you are shipping to.

What time will my order arrive?
While we cannot guarantee a specific delivery time, our delivery partners typically deliver to residential areas until 8 pm and to businesses until 5 pm.

What should I do if my package is lost or delayed?
Please check your tracking information and contact us on contact@mypassportpal.com if you have not received your package. 

Do you offer gift wrapping?
Currently, we do not offer gift wrapping services. However, rest assured that all our Teddy Bears are shipped in adorable My Passport Pal boxes, adding a delightful touch to your gift.

How do I return or exchange a Teddy Bear?
While we strive for utmost customer satisfaction, returns or exchanges for Teddy Bear Plush are only possible in the event of a product defect or issue. Due to hygiene reasons, we cannot accept returns or exchanges for change of mind. If there is a defect on the product, please reach out to us on contact@mypassportpal.com and we will be sure to investigate and deliver a new one at the soonest.

I lost a few of my Flagits, can you replace them with new ones?
Regrettably, unless a flag is missing upon arrival at your doorstep, we are unable to take responsibility for missing Flagits under your care. However, we are diligently working on offering a comprehensive bear care service to assist with bear repairs, and we aim to address missing Flagits in the future. Our goal is to minimise the need for purchasing new sets of Flagits if you happen to misplace a few. Please stay tuned for updates on this service.

Can I cancel or modify my order after it's been placed?
We process orders promptly to ensure timely delivery. If you need to make changes to your order, please contact our customer service team via chat or email immediately. We will do our best to accommodate your request. However, we are unable to make any changes once the order has been shipped out

How can I check my order status?
If you've created an account during checkout, you can easily view your order status at any time. If you haven't created an account, simply reach out to our customer service team via chat or email, and we'll provide you with the necessary updates. Additionally, we'll send you a confirmation email upon order placement and a tracking email once your order has been shipped.

How do I contact customer service?
You can reach us at any time via email at xx or chat with us through our website's chat option. We're here to assist you every step of the way. Your satisfaction is our priority!

How do I return or exchange a Teddy Bear?
While we strive for utmost customer satisfaction, returns or exchanges for Teddy Bear Plush are only possible in the event of a product defect or issue. Due to hygiene reasons, we cannot accept returns or exchanges for change of mind.

I lost a few of my Flagits, can you replace them with new ones?
Regrettably, unless a flag is missing upon arrival at your doorstep, we are unable to take responsibility for missing Flagits under your care. However, we are diligently working on offering a comprehensive bear care service to assist with bear repairs, and we aim to address missing Flagits in the future. Our goal is to minimise the need for purchasing new sets of Flagits if you happen to misplace a few. Please stay tuned for updates on this service.

Can I cancel or modify my order after it's been placed?
We process orders promptly to ensure timely delivery. If you need to make changes to your order, please contact our customer service team via chat or email immediately. While we'll do our best to accommodate your request, changes cannot be guaranteed once an order has been processed.

How can I check my order status?
If you've created an account during checkout, you can easily view your order status at any time. If you haven't created an account, simply reach out to our customer service team via chat or email, and we'll provide you with the necessary updates. Additionally, we'll send you a confirmation email upon order placement and a tracking email once your order has been shipped.

How do I contact customer service?
You can reach us at any time via email at xx or chat with us through our website's chat option. We're here to assist you every step of the way. Your satisfaction is our priority!