Customer Service

Here at The Vermont Teddy Bear Company, we pride ourselves on our world-renowned Customer Service and Teddy Bear expertise! Do you have a question about your order or your Vermont Teddy Bear? Your Bear-Gram® gift is important to us and we're here to help. Questions or problems? Use our Online Customer Service Form for fastest service.

Order Processing
Orders are processed on an hourly basis during daytime business hours, Monday through Friday. Weekend and evening orders are processed by the following business day.

Order Changes
If you need to contact us to request a change to your order, we will make every effort to make the change. However, we process orders very quickly and cannot guarantee that your change can be made.

Gift Card Messages
To protect your privacy, our system does not allow us to alter your gift card message once your order is placed. Please double check your card for accuracy as it will print as typed.

Bear Hospital
If your Bear is ever injured, even if the family dog gets a little too friendly, just Click Here for Bear Hospital information and admitting forms.

If for any reason you wish to return your Teddy Bear for an exchange or refund of the purchase price (excluding shipping charges) packages may be returned to:

The Vermont Teddy Bear Company
Attn: Returns Department
6655 Shelburne Road
Shelburne, VT 05482 USA

Please be sure to fill out and include our Return Form.

Contacting Customer Service
You may contact us by e-mail or fax at any time, or chat online or call us toll-free during our Customer Service hours.
Questions? Click here to chat with Customer service

The Customer Service Department Hours are:
Monday through Friday, 9:00 am to 9:00 pm EST.
CLOSED Saturday and Sunday

The Vermont Teddy Bear Company
Attn: Customer Service
6655 Shelburne Road
Shelburne, VT 05482 USA

    Please provide us with at least one of the following:
  • Order confirmation number
  • Last name and zip code of sender
  • Last name and zip code of receiver
  • Phone number of sender or receiver

Questions or problems with your order
Customer Service will contact you with any questions regarding your order, or in the event that your credit card is declined. We will use the billing phone number or e-mail address you provided, unless you specified other contact information.