Frequently asked questions
How do I get started with a custom plush order?
The best first step is to reach out to us directly with your concept, whether that's a sketch, a reference photo, a logo, or just an idea. Our team will review your vision and put together a custom quote tailored to your design, quantity, and timeline needs.
What kinds of businesses does Soft Stuff Creations work with?
We work with a wide range of clients including zoos, aquariums, botanical gardens, museums, attractions, theme parks, destination retailers, sports teams, brands, charities, and more. If you have a concept and an audience, we can bring it to life in plush.
If you are a promotional product distributor, you'll want to visit our sister site at softstuffpromo.com for wholesale and promo-specific inquiries.
Can I see examples of past custom work before committing?
Yes, we're happy to share relevant portfolio samples and case studies during your initial consultation. And when you're ready to take the next step, keep in mind that proceeding to a prototype is not a commitment to a full production run. The sampling stage is your opportunity to see, feel, and approve your design before any major investment is made.
Please note, however, that we do not produce one-off custom pieces. A prototype is created with the intention of moving into a full production order once approved.
How is pricing determined? Will my price change after sampling?
Every custom plush is unique, so we quote on a project-by-project basis to make sure you're getting the most accurate pricing from the start. Factors like design complexity, size, materials, and quantity all play a role.
We re-evaluate pricing once a final approved sample is in hand, since the prototyping process can sometimes involve material or design adjustments. In most cases your original quote will stand. Occasionally, things like exotic materials or custom-dyed fabrics can affect final pricing, and we'll always communicate that clearly before production begins.
What is the minimum order quantity and why (MOQ)?
MOQs vary by product type:
- Custom Plush: 1,200 pieces per design
- Custom Squeeze Toys: 2,500 pieces per design
- Custom Stock Plush: 50 pieces per design
- Custom Golf Head Covers: 500 pieces per design
Why are the MOQs set at these quantities for fully custom projects?
Each custom design requires its own dedicated factory setup, hand-finished detailing, and a full quality sampling process. Ordering at these quantities also gives us access to higher-grade raw materials that simply aren't available at lower volumes. Anything below these thresholds compromises the quality standards we hold every product to, and that's not something we're willing to do.
How does Soft Stuff Creations ensure product quality and safety?
Quality and safety are built into every step of our process. All products meet rigorous multi-market safety standards, including:
- USA: ASTM F963, CPSIA, and California Prop 65
- Canada: SOR/2011-17
- Europe: EN71
All materials are all-new, lead-free, phthalate-free, and non-toxic. Products are safe for all ages, with accessories labeled 3+.
Testing is handled by independent third-party labs. Stock products are tested on a regular basis, and custom orders are tested per shipment with additional inspection completed upon warehouse receipt.
Our products are manufactured by a carefully selected group of factory partners we have built relationships with over 15+ years, located primarily in China with one partner based in Indonesia. Every factory we work with is held to the same quality and safety standards we stand behind, no exceptions.
How long does the process take from start to finish for completely custom projects?
From design approval through to delivery, you should plan for approximately 4 to 5 months. We recommend reaching out as early as possible, especially if you have a seasonal deadline, event, or product launch in mind.
What does the production process look like step by step?
- Initial consultation and quote
- Design development and artwork approval
- Prototype production and physical sample review
- Revisions (if needed) and sample sign-off
- Final quote confirmation
- Production run
- Third-party safety testing
- Shipping and delivery
Where do you ship?
We ship globally. For customers located in Europe, Australia, New Zealand, and other international markets, we can also arrange direct x-factory shipments from our overseas partners to save time and reduce transit.
Do you ship to multiple locations?
Yes, split shipping to multiple locations can be accommodated. Note that we do not ship single pieces.
Who covers customs and duties?
We cover ocean freight and import duties associated with shipping product from our overseas factories to our warehouse in Surrey, BC, Canada. Any duties or costs beyond that point are the responsibility of the customer. Due to the current trade environment, please note that we share 50% of any additional tariff costs that may apply, as toys have historically carried a 0% duty rate.
