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FAQs

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Stores

Is my local Workshop open?

As stores continue to re-open, you can stay up to date with the latest from your local Workshop by using the Store Finder. Once your store is open, the hours will update. Please note that hours for many re-opened locations have changed in accordance with our mall partners

Why is BABW reopening now?

Our mission is to add a little more heart to life. Studies consistently show that teddy bears can be helpful to children in handling emotions and limiting stress. A teddy bear is always there and can provide stability and understanding for a child who is struggling to understand the situation and helping that child to navigate uncertainty and anxiety. Even for adults, there is evidence that the hug of a favorite teddy bear brings comfort.

As stay at home orders are lifted, we are reopening in a phased approach, based on the rules and guidance of local governments, and we have taken important steps to modify the experience to make it safer while maintaining the unique elements that make Build-A-Bear special.

The timing of reopening each store will vary and we hope to have all the stores open again soon.

How are you keeping your associates and Guests safe?

The safety of you and our associates is our number one priority and we have taken several steps to improve the safety of the Build-A-Bear experience.

Associates will be provided masks and are required to wear them while working. We encourage Guests to wear masks and ask that all local guidelines and mall requirements are followed. We will limit the number of associates and Guests in the store at one time and made changes to the in-store experience to encourage social distancing while maintaining the special Build-A-Bear experience.

We will have hand sanitizer in various locations around the store for Guest use and disinfecting wipes to clean high touch areas in between Guests throughout the day. We also have enhanced the cleaning process throughout the day as well as each night.

All associates will also be required to complete a health checklist prior to beginning their shift. If an associate is not feeling well, they will be asked to stay home.

Do I need to wear a mask or face shield?

Guests are expected to follow local government and mall requirements. In areas where the local government or mall is requiring people to wear masks, Guests will be asked to comply with those requirements by wearing a mask when shopping at Build-A-Bear Workshop. In all other areas, where masks are not required, Guests will not be required to wear a mask, but we strongly encourage it, to enhance safety for both you and our associates.

Is there a timeline for reopening all locations?

For the safety of associates and Guests, we are reopening in a phased approach based on the rules and guidance of local governments; the timing of reopening each store will vary. We hope to have all the stores open again soon.

Can I celebrate my child’s birthday with the Count Your Candles offer if their birthday happened while you were closed?

Yes, the Count Your Candles promotion is currently available in stores that are open for those who missed their birthday celebration from March 2020 until now.

Can I schedule a party?

Currently we are not scheduling parties, due to the uncertainty of exactly when specific stores will be reopening. We look forward to making memories and celebrating with you in the future.

I had a party scheduled. Can I reschedule?

Currently we are not rescheduling parties, due to the uncertainty of exactly when specific stores will be reopening. We cherish being a part of making special memories through the creation of your furry friends, helping make wishes and sharing birthdays, anniversaries and all kinds of other celeBEARations.

Can I make a return? Or bring in a bear for repair?

Yes, we will accommodate returns past the policy deadline, 90 days from original purchase.

Our associates can make minor repairs in stores; however, we are not able to accept bears requiring extensive repairs at this time.

Do I need to make an appointment to visit the Workshop?

You do not need to make an appointment, but please be aware that we will be limiting the number of Guests who can be in the store at one time based on local guidelines and to encourage social distancing.

Can I order online and pick up at my local Workshop?

We’re excited to offer our Guests a new way to experience the fun of Build-A-Bear: Buy Online, Pick Up In Store is now available! Simply select “Pick Up In Store” at checkout when shopping online. You’ll receive a notification when your items are ready to be picked up at your Workshop!

Can I get Baby Yoda/the Child in stores?

At this time, the Child is only available online. We encourage you to sign up at www.buildabear.com/thechild to receive notifications on its availability!

How can I contact Guest Services?

Our Guest Services Call Center is currently operating with limited hours of operation. For questions related to a recently placed order or an address change, please contact by calling us at 1-877-789-BEAR (2327). Please note that many answers to our most commonly asked questions can be found here in the FAQ section.

If you are unable to find your answer on our FAQs, you can also email guest.services@buildabear.com. During this time, we are doing our best to answer questions as fast as possible. Please understand there may be a delay in our response time.

Do you offer in-store pickup or curbside pickup?

Yes! In-store pickup and curbside are available in select stores. Click HERE for more information

Delivered by Shipt

How does Delivered by Shipt work?

Delivered by Shipt is the newest way to get your favorite Build-A-Bear products hand delivered to your door! Select your Workshop at buildabear.com and shop online to add items to your bag. During checkout, you can enter your ZIP code to see if Delivered by Shipt is available in your area (this will also check to make sure your items are available at the Workshop you selected). If available, you can then select “Same-Day Delivery - Delivered by Shipt” at checkout. You’ll also have the option to add a Shopper Tip during checkout (Note: 100% of your tip goes directly to your Shipt Shopper). After you complete your order, a Bear Builder at your local Workshop will begin building it. Once your order is ready for pickup, we’ll notify a Shipt Shopper so they can pick it up and deliver it to your door the same day! Please note: orders must be placed by 11 a.m. for same-day delivery or otherwise they will be delivered the following day. Your Shipt Shopper may text you to let you know when your order has been delivered or if they have any questions.

How much does Delivered by Shipt cost?

Same-day delivery with Delivered by Shipt costs $17.45 (not including any tip for your Shipt Shopper).

Is there a cutoff time for same-day delivery?

Orders placed by 11:00 a.m. local time will be ready for same-day delivery. Orders placed after 11:00 a.m. local time will be ready for delivery the following day.

Who delivers my order?

A friendly Shipt Shopper will pick up your order at the Workshop and deliver it to your door.

Do I have to be home to accept the delivery?

You do not need to be home to accept the delivery. You will receive a notification via text and email when your Shipt Shopper has delivered your order. Please make sure the phone number you enter during checkout is the number you’d like for receiving delivery updates. Your Shipt Shopper may text you directly to let you know when your order has been delivered to your doorstep.

How will my order arrive?

Orders placed for same-day delivery will be delivered directly to your doorstep packaged in a non-descript, plain, unbranded brown box or white mailer bag.

Are all items online available for same-day delivery?

Product availability varies by location. Not all items shown online are available in stores or offered for same-day delivery. This includes (but isn’t limited to) online exclusive furry friends, Record Your Voice sound chips and embroidered items. The best way to check if an item might be available for same-day delivery is by selecting a Workshop on our site. As you shop, you can see availability within product shopping pages. You can also contact your local Workshop if you have any specific product availability questions.

How can I tell if Delivered by Shipt is available in my area?

Delivered by Shipt availability varies by location. Enter your ZIP code during checkout to check if same-day delivery is available in your area.

Who do I contact if I have any problems or can’t find my delivery?

If you have any questions about your Delivered by Shipt order, please contact Shipt customer service by calling 1 (205) 502-2500.

Can I change my delivery address?

Modifications, including delivery address changes, cannot be made once you have completed your order. If you need additional assistance with items in your order, please call our toll-free number (1-877-789-2327) to speak directly with a Bear Services Representative. They can assist with cancelling your current order and helping place a new order for you.

Can I add something to my order before it is delivered by Shipt?

We’re sorry, but orders cannot be modified once they have been submitted.

In-Store Pickup & Curbside Pickup

How does in-store pickup work?

We’ve made it easy to pick up your online orders in store at the Workshop! Learn more about Buy Online, Pick Up In Store here.

Why are some products not available at my local Workshop?

Product availability varies by location. Not all items shown online are available in stores. This includes (but isn’t limited to) online exclusive furry friends and embroidered items. The best way to check if an item might be available for same-day delivery is by selecting a Workshop on our site. As you shop, you can see availability within product shopping pages. You can also contact your local Workshop if you have any specific product availability questions. Certain out-of-stock items may return at a later date, so be sure to check back online for product availability.

Who can pick up my order?

Anyone that has the Ready for Pickup email with your order number can pick it up at the Workshop. Just forward or share a screenshot of your Ready for Pickup email if someone else will be picking up your order for you.

What do I need to pick up my order?

Please have your Ready for Pickup email ready to show our store associates. They will need to confirm the order number to bring you your items.

How long will my pickup order be held at the Workshop?

We will hold your in-store or curbside pickup order for 7 days. Please pick up your order within 7 days of receiving your Ready for Pickup email to avoid order cancellation.

Can I extend how long my order is held?

Yes! Our Bear Builders will be happy to give you extra time to pick up your order. Simply contact your local Workshop that is holding your pickup order to avoid order cancellation.

How will I know when my order is ready for pickup?

You will receive a Ready for Pickup email when your order is ready for you. Most orders are ready the next day. Your email will include all the information you need for both in-store and curbside pickup.

What do I do when I arrive for in-store pickup?

Simply ask any Bear Builder for assistance when you get to the Workshop. Please have your Ready for Pickup email ready to show our store associates so they can confirm your order number and bring you your items.

What do I do when I arrive for curbside pickup?

Each Workshop has specific parking details associated with their unique location. For all locations, you’ll call the Workshop to let them know you’ve arrived at the designated curbside parking area. Please share your order number, parking location and car make and model with the store associate when you arrive. Bear Builders will deliver Curbside Pickup orders from 12 p.m. to 4 p.m. daily.

Can I select certain items for in-store pickup and certain items for shipping in the same order?

We can only offer one method per order at this time. Please select either in-store/curbside pickup or a shipping option for all items in your order.

When will my credit card be charged?

A hold is placed on your credit card once you complete your order, but your card isn’t officially charged until your order is made and ready for pickup.

Both Buy Online, Pick Up In Store and Curbside Pickup are available at my Workshop. Which one should I pick?

Both options are fast and convenient! Choose either option at checkout and wait until you receive a Ready for Pickup email. You can decide which option you prefer when you arrive at your Workshop. If you prefer in-store pickup, simply ask an associate for assistance when you arrive at the store. If you prefer to stay in your car curbside, please review the specific parking instructions for your Workshop in your Ready for Pickup email. Curbside orders can be delivered directly to your car during the hours of 12 p.m. to 4 p.m. daily. Call your Workshop when you arrive to provide your order number, parking location and make/model of your car.

Can I cancel my order?

Yes, please call your local Workshop to cancel your order. You can find the number for your local Workshop here. If you don’t call to cancel your order or don’t pick it up within 7 days of placing it, your order will be automatically canceled.

When can curbside orders be picked up?

Curbside orders can be delivered directly to your car during the hours of 12 p.m. to 4 p.m. daily. Call your Workshop when you arrive to provide your order number, parking location and make/model of your car.

Can I add additional items to my pickup order after my order has been placed?

Orders cannot be modified after being placed. However, you can always contact your local Workshop to check item availability in store. If available, certain items can be set aside to be purchased separately when you arrive at the Workshop to pick up your order.

SHOPPING

When will my order arrive?

We’re working hard to get all orders processed and have everyone’s furry friends delivered to their home. However, due to increased demand and our goal to follow guidelines outlined by healthcare experts and government officials, it may take additional time to process your order. Shipping carriers are also experiencing higher volume which can cause additional delays in deliveries. Thank you for your patience!

Can I change my order?

Because our Order Fulfillment and Shipping systems are designed to get your order on its way quickly and efficiently, we cannot change or cancel an order once it has entered the fulfillment process. You may return it for an exchange or a refund once you receive it subject to the terms of our Return Policy.

Why was my order cancelled?

Build-A-Bear reserves the right to cancel or modify orders at any time due to system or typographical errors , payment issues, or any other unforeseen problems.

What if I can’t find the product I’m looking for on the website?

Try using the site search feature in the upper-right corner of your screen. Simply enter a keyword (such as ‘Polar Bear’), the item number, or a brief description of the product you’re looking for. You’ll receive a results page displaying all the items that match your search criteria. You can then refine your search using the advanced search feature on the left side of the results page, and sort by product category (Stuffed Animals, Clothing), price range, color, collection and accessory type. Please also note, the product you are searching for may be out of stock or discontinued.

Can I find all the items shown on the website in my local Build-A-Bear Workshop store?

Some items are exclusive to our website, meaning you will find them only online. Also, some items are in-store exclusives, found only in Build-A-Bear Workshop stores.

What if I want to order a personalized record-your-voice message?

Record Your Voice messages must be recorded before your order will ship and you will receive an email once your order is placed with instructions on how to do so. If ordering more than 1 item and you would like a different message in each stuffed animal, please add 1 at a time to your cart. Recordings of copyrighted materials or profanity are not permitted. Recordings are reviewed and approved at the discretion of our Bear Builders. Personalized record-your-voice messages require 3 additional business days once the recording is received for processing and bear building time. It is not recommended if you require 2-Day Express or Next-Day delivery. Record Your Voice is NOT available for Valentine’s Day Delivery. For more information about, click here.

Why is there a purchase limit?

We want all of our Guests to share in the fun of Build-A-Bear products! So occasionally our stores and our website will place limits on the quantity of a specific product that a Guest or a household can buy. To identify an individual Guest or household, we consider these factors — including, but not limited to, whether the orders are:
• Purchased using the same credit card
• Purchased using the same email address
• Shipped to the same address
• Placed with the same billing address
• Purchased using the same phone number
• Placed from the same IP address or mobile device

How long will items stay in my online shopping cart?

Items will stay in the shopping cart for several hours until you either complete the order or remove the items for several hours. Please note: Product availability is not guaranteed until your order is complete.

Will the clothes fit all of my Build-A-Bear furry friends?

Most of our clothing fits furry friends that are 10” to 24”. However, Build-A-Bear Buddies™ clothing fits only Build-A-Bear Buddies.

Can I order a furry friend unstuffed?

There is an option to select ‘Unstuffed’ during your online shopping experience. Please note that not all of our furry friends may be ordered unstuffed.

What if I want to order an embroidered product?

We have many products that can be embroidered and several embroidery designs for each product to choose from! Please note: Embroidered items require 5 additional business days for processing and bear building time, and it is not recommended if you require 2-Day Express or Next-Day delivery. Embroidered items cannot be returned, and embroidery selections cannot be modified once your order is complete. Build-A-Bear reserves the right to refuse requests to embroider profanity; schools, sororities or fraternities; trademarked or licensed names; names of celebrities or professional sports players; or any content that we deem inappropriate, at our discretion.

What does ‘Limited Availability’ mean?

If you see ‘Limited Availability’ next to an item, this means the item is almost sold out. We cannot back-order the item because it is no longer available. Note that not all items are available at all Build-A-Bear Workshop locations or online. You can check on product availability with your area store.

What does ‘Out of Stock’ mean?

When you see ‘Out of Stock’ next to an item, it means the item is unavailable. Select another item, or check back later to see if the item is back in stock.

What methods of payment does Build-A-Bear accept?

You can pay for purchases using Visa®, MasterCard®, American Express®, Discover®, PayPal or a debit card. You also can redeem Build-A-Bear Workshop gift cards and any coupons we offer with the order. Rules and restrictions apply. Coupons and other promotions cannot be combined. All product prices and shipping charges shown are in US dollars. Canadian exchange rate may apply. Please note: Gift cards can only be used as a form of payment with orders containing furry friends, clothing and/or accessories. Gift cards are not accepted as a form of payment on gift card only purchases.

Can I apply Build-A-Bear Bonus Club Certificates and coupons to my online purchase?

Of course! You can redeem coupons, Build-A-Bear Workshop gift cards, and Build-A-Bear Bonus Club Reward Certificates online, just as you would in any of our store locations. Rules and restrictions apply. Coupons and other promotions cannot be combined.

What is a Credit Card Authorization?

When you place an order, Build-A-Bear contacts the bank that issued your credit card to confirm that the payment method is valid. Your bank reserves the funds until the transaction processes or the authorization expires, but this isn’t an actual charge. The authorization will be removed from your account according to your bank’s policies. To remove the authorization, please contact your bank to find out how long they hold authorizations for online orders.

Can I purchase a sound or scent without a furry friend?

Due to agreements with our shipping partners, sounds and scents cannot be purchased separately from furry friends. If you order your furry friend to arrive stuffed, ALL sounds or scents added to your Shopping Bag will be placed inside the furry friend. If you are planning to add the sound or scent on a future visit to your local Workshop, simply click the "Unstuffed, I'll Stuff It In Store" option to add the unstuffed furry friend, sound and/or scent to your Shopping Bag through the Bear Builder.

MY ACCOUNT

How do I create an online account with Build-A-Bear?

First, visit us at www.buildabear.com. Then just click on ‘My Account,’ and follow the prompts to create your account. It’s simple! Or, create your account now.

How do I manage my account?

All the information in your account can easily be managed by clicking ‘My Account’. After you log in, you will be able to update any information you like, including shipping address, password changes, billing address and more.

What if I forgot my account password?

If you forgot your password, we’ll send an email to the address you provided when you created your account with Build-A-Bear. Once you select ‘Email New Password,’ we’ll send an email with a new password to sign in with. If you do not receive an email please try requesting a new password again or please check your spam or junk email folders used with your email service—it might have gotten caught in a filter. (These filters occasionally move the password email from your inbox to a junk filter, or they may block it completely.) If you feel your new password email is being moved or blocked, simply add the email address guest.services@buildabear.com to your safe senders list and try again.

I remember my password, but the website will not accept it. What can I do?

If you enter your login information, including the password (our passwords are case sensitive) incorrectly five times, your account is automatically locked to protect your information. Please wait five minutes and try to log in again. If you still cannot log in, try the ‘I Forgot My Password’ link. Or email us at guest.services@buildabear.com.

Will Build-A-Bear share my email address or information?

We respect your privacy, and do not share your information with any unrelated third parties for their marketing purposes. For more information, please review our Privacy Policy.

How can I check my Gift Card balance?

You can check your Build-A-Bear Workshop gift card balance any time! Simply click here. You will need to have a Build-A-Bear account to take this action. If you do not have an account with us, please create a Build-A-Bear account.

SHIPPING

For any question regarding shipping and tracking orders, click here.

Do you offer expedited shipping methods?

We currently offer FedEx Express Shipping. Delivered by Shipt: Same-day delivery is now available in most locations! Check to see if Delivered by Shipt is available in your area. Buy Online, Pick Up In Store and Curbside Pickup are also convenient options. CLICK HERE for more information on Buy Online, Pick Up In Store.

When will my order arrive?

We’re working hard to get all orders processed and have everyone’s furry friends delivered to their home. However, due to increased demand and our goal to follow guidelines outlined by healthcare experts and government officials, it may take additional time to process your order. Please allow up to 3 business days for order processing and bear building. Thank you for your patience!

ORDER TRACKING

Can I check the status of an order?

Absolutely, and at any time. Simply click here. From there either log in or, if you are not a registered user, complete the Check Order form, and you will find the order summary and detailed information.

How will my order arrive?

Depending on the item you purchased it will arrive in a branded Build-A-Bear Workshop shipping box or polybag.

How do I return an item?

If you decide to return any items in your order for any reason, simply return your purchase at your area Build-A-Bear Workshop store. Or, follow the instructions on the invoice.

RETURNS

How do I return an item?

If you decide to return any items in your order for any reason, simply return your purchase at your area Build-A-Bear Workshop store. Or, follow the instructions on the invoice.

How do refunds work?

A refund is available with the original proof of purchase from Build-A-Bear Workshop. A refund or credit will be issued for the purchase price, current list price, or prorated price, depending on the item(s) returned. Merchandise purchased directly from www.buildabear.com, a Build-A-Bear Workshop retail store in the US, or by phone through our Guest Service Department may be returned to the Build-A-Bear Workshop Returns Department or to any US Build-A-Bear Workshop retail store, within 90 days of purchase. If you do not have an original proof of purchase, we will exchange or provide merchandise credit for any returned product at our discretion. Please note that shipping fees are non-refundable.

For more information about Build-A-Bear returns, please see our Return Policy.

Don’t See What You’re Looking For?

Please email us at guest.services@buildabear.com - we’ll be happy to help!

Customer Service Hours

Monday –Friday: 8 am – 8 pm CST
Saturday: 9 am – 6 pm CST
Sunday: 10 am – 7 pm CST

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