Frequently Asked Questions
Unfortunately at this time we have suspended our wholesale program. Keep an eye out in the future in case we do open wholesale once again!
We want you to be delighted with your woodland friends! If you're not happy with your order, please let us know within a month of receiving it. You can send back unused toys or unworn kidswear with tags for or a full refund or exchange within 30 days of receiving your order. Please note that our hand embroidered monograms are non-refundable. We do not provide prepaid labels for returns and exchanges. You can reach us here to initiate your return or exchange.
Due to our dolls and animals' handmade nature, no two dolls look alike, or are completely symmetrical! It is the asymmetry that makes each of these dolls unique. We do not accept exchanges for limited edition dolls or animals that are sold out. Please note that we are not able to reserve inventory for pending or in-transit returns or exchanges.
If your animal breaks or you find a problem, we want to know about it. If the problem happened within the first six months as a result of normal use, we will fix it for free. If it's been longer, or your animal had a run-in with the cruel, cruel world (e.g. puppies, mud accidents, overzealous playing of doctor), we will work something out on a case-by-case basis.
All our woodland friends are lovingly wrapped in complimentary bandanas by our talented team of fulfillment elves in our Brooklyn workshop.
We usually ship within 10 business days via USPS. UPS can also be selected at checkout for $10. We can keep to the same timeframe whether or not you've ordered monograms. The mail takes about 3-7 days for US addresses, and about 7-14 days for overseas addresses. Please take note that due to COVID-19 and the busier holiday seasons, there may be additional time added to the shipping timelines.
For domestic orders, we offer $5 first-class shipping, $10 priority shipping, and free shipping for orders over $100. If you live in Canada, there is a shipping fee of $12.
For UK or Germany, it's $35 for orders under $100 or $50 for orders over $100. For most of the rest of the world, it's a $20 flat rate.
Many countries assess customs fees on packages sent from the US. Our shipping charges don't account for those, so you would be responsible for sorting it out in your home country.
In addition to our full-time sewing team in Brooklyn, we work with teams of talented artisans in Nepal, Cambodia, and Peru to create beautiful products made with skill, care and love. We believe that when someone cares about their work, it really shows. We're committed to ensuring that wherever our products are made, the workers make a living wage and enjoy good working conditions and policies. So we partner with several social enterprise factories that offer benefits like education and social services to their workers.
As we grow, we are able to guarantee our partner organizations more full-time work making our products, which allows them a steady source of income to plan and expand. These relationships with our producers are one of our favorite things about building Hazel Village. For more information, you can read Jane's blog post here!