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FAQs

**Please see below for a special update on an ongoing shipment issue for the shipment of large items/orders**

Are your Rilakkuma/Sumikkogurashi/San-X/Steiff items authentic?

Yes! All our items are authentic. Authentic products are of utmost importance for quality and collector value!

We are happy to carry special original, licensed, and secondhand items, as well as many other Japan character goods brands.

Our secondhand offerings are always carefully inspected to ensure authenticity and accurate descriptions of item condition.

Please contact us if you have any questions!

Do you accept returns?


Sorry, we do not accept returns, refunds or exchanges. All purchases are final.

Can I pick up my order?

Yes, we now offer contactless pick up at our North Canton, Ohio location free of charge!

Please select the store pick up option at check out. Once your order is placed and items are ready, you will receive and email to specify your pickup time slot. 

Once your time is confirmed, we will have your order ready in the designated pick up bin outside our store!

Do you have gift cards?

Yes, we do! You can shop them here. 

Do you ship internationally?

Yes, we do ship to select locations at this time, including the UK!

Please note that customers are responsible for customs/VAT from their country. 

Unfortunately, shipping the EU is currently unavailable due to changes in requirements. We are very sorry for the inconvenience.

How fast do you ship?

Most orders are shipped within 1-2 business days. 

I ordered twice, can you combine it?

Please send us an email as soon as possible. We will try to catch your order before shipment. It also depends on the size of the items and whether it would be possible. We are not always able to combine orders.

When will my package arrive?

Transit time will depend on the shipping selected at check out. Please check our shop blog for any notices on shipping delays or the USPS website for delivery timelines. 

International packages may require additional transit time depending on your country's customs.

After shipment, you will be emailed tracking information.

Once packages leave our store, it is under the care of your selected carrier. Unfortunately, we will not have any additional information outside of the provided tracking. If you have any delivery questions or concerns, please reach out to USPS directly.


Please take care to enter your correct address at check out as we are not responsible for packages sent to the wrong address. 

We take utmost care to package our shipments well and are not responsible for stolen, lost or damaged shipments.

If you would like to add insurance to your order, please contact us! Note that domestic Priority Shipping automatically includes up to $100 of insurance. You may get more information about different USPS shipping insurance options here.

*Special Information on Shipment of Large Items*
When placing an order on very large items (for example, Calico Critters sets, Jumbo plush, or several very large plush items) additional postage may be due.

Due to size limitations, we also may be required to change your selection of USPS or UPS based on your order. If you have strict requirements or any concerns, please reach out to us before you place your order. 

For most orders, no additional postage is due, but if there is an issue with your order/shipping location we will reach out to you to let you know additional shipping options.

We apologize the correct estimation of shipping is an ongoing issue we are working to resolve. If you have any questions, please reach out to us at info@marybearshop.com.

Have more questions? Email us at info@marybearshop.com. Please note response times may be longer during weekends or a holiday. A team member will get back to you during normal business hours Monday - Friday.