Frequently Asked Questions

Please find the answers to some of our most-asked questions below. Of course, you can contact us for any further assistance by phone: (401) 312-0080 or email:

How can I order in the Steiff online shop?

Use the search or navigation to select the Steiff items you want and add them to your shopping cart. You can access the shopping cart by hovering your mouse over the shopping cart symbol. After a window has opened, you can access the shopping cart overview using the “Proceed to checkout” button. On the shopping cart overview page you have the option to delete items, change the quantity or redeem a promo code. Click on the “Proceed to checkout” button to go to the next page. Here you have 2 different options to continue your order.

1. I would like to order as a guest

You would like to place your order without creating your own customer account. Click on the "continue as guest" button to the left. Then provide your shipping and billing information, etc. After placing your order, you will receive a confirmation email to the email address provided during checkout. As soon as your package is fully packed and leaves our logistics center, you will receive a shipping confirmation with tracking information.

2. I have a Steiff customer account

If you have a Steiff customer account, you can log in with your email address and password to the right. You can then review your shipping and billing address, choose your payment method and submit your order. After submitting the order, you will receive an order confirmation by email. As soon as your package is fully packed and leaves our logistics center, you will receive a shipping confirmation with tracking information.

How can I pay in the Steiff online shop?

We accept all major credit cards, including Visa, Mastercard, Discover, and American Express. PayPal is also accepted.

Can I place an order by phone?

Our customer service can assist you over the phone at: 401-312-0080 to place an order.

You can reach our online shop customer service at the following times:
Monday to Friday: 9:00 a.m. to 5:00 p.m EST

How do I send a gift?

All orders are treated as gifts, so no pricing information is included in the shipping box.

To include a gift message, type your message in the "order comments" box during checkout. Your message will be printed on Steiff letterhead and included with your package.

If you'd like to add a gift box, select the "add a gift box" option on the product page, just above the "add to cart" button. If this option is not available, a gift box is not currently offered for that item.

How much does shipping cost?

Shipping costs vary based on order value, carrier and location. Please see more about our shipping options and rates here.

How can I track my shipment?

After placing your order, you will receive a shipment email with tracking information once your order has shipped. Please ensure that the email address provided with your order is correct to receive this update.

If you have any questions or need tracking information, feel free to contact us at Additionally, if you have a Steiff account, you can log in and view the tracking information under your orders.

How can I apply a promo code?

Promotional codes can be applied in the cart, prior to beginning checkout. Simply enter and apply your promo code at the right hand side, prior to selecting "to checkout".

When does my order arrive?

You can see the estimated shipping time for your order in the shopping cart and in the order confirmation.

As soon as a package is shipped, you will receive a shipping confirmation by email. You can also view the status of the package at any time in the “My Steiff” area.

Please see more about our shipment windows here.

How do I return an item purchased in the Steiff online shop?

If you are not satisfied with one of our items, you have the option to return your order within 30 days. Please contact us at for a Return Authorizaion. You can see more about our returns information here.

Once your return has been processed, you will be notified by email. The value of the returned goods will be credited to the payment method you used when placing your order.

How are Teddy bears measured?

Please note that the measurements provided for our products are taken from the top of the head to the bottom of the foot.

We understand that accurate measurements are essential when making purchasing decisions, and we want to ensure that you have the most accurate information available. By measuring from the top of the head to the bottom of the foot, we aim to provide consistency and clarity in our product descriptions.

How should I store my collectibles?
  • Store in the original box and packing materials, if available
  • Wrap in acid-free paper or place in a new, unused cotton pillowcase
  • Stay away from storing natural fibers in air-tight, plastic containers
  • Do not expose to extreme temperatures or dampness. Attics and basements are not recommended
  • Natural insect repellents, such as lavender, rosemary, or bay leaves, should be used. These contain natural oils therefore, avoid contact with the fur.
  • Chemical insecticides, such as moth balls, cakes, or crystals, are not recommended
How do I clean my Steiff ?

For Mohair:

  • Vacuuming: Using a small hand-held vacuum, cover the nozzle with cheesecloth and lightly vacuum the entire piece to remove loose fur and surface dust.
  • Cornmeal Treatment: Place your animal in a bag with cornmeal, shake it around, and then remove the animal and brush it with a stiff brush to remove any remaining pieces.
  • Damp Cloth Cleaning: Dampen a clean washcloth with warm water and carefully go over the mohair, rinsing the cloth often.
  • Mild Detergent (if needed): If necessary, you may use a mild detergent in the water for heavily soiled areas, ensuring it is thoroughly rinsed out.
  • Towel Dry and Air Dry: Briskly towel dry your animal after cleaning and allow it to air-dry completely.
  • Grooming: For grooming purposes, use a soft brush or a metal pet grooming comb to comb out the fur.

For Soft Plush:

  • Check Care Instructions: Always refer to the care and washing instructions provided with your cuddly toy. This information can be found in the product information booklet attached to every Steiff item.
  • Product Information: If you've misplaced the product information, you can search for your item on our online shop using the item name or number. The 6 digit item number can be found on the flag attached to the button in the ear of each item. You can check out how you can care for your faithful companion and whether it is suitable for the washing machine in the “How do you take care of me?” section on the right under “What makes me special?” If you cannot find your item in the online shop, please feel free to contact us.
  • Care for Machine Washable Toys: If your cuddly toy is suitable for the washing machine, place it in a delicates bag or pillowcase before washing. Wash at a maximum of 86°F with a mild detergent, separately from other laundry, preferably on the "gentle" washing program. Always check the washing symbols attached to ensure the safest cycle for your toy.
  • Hand Washing Older or Delicate Toys: For toys not suitable for the washing machine or older products, gently rub the surface with foam from a mild detergent, then rinse with clear water.
  • Drying Instructions: Avoid drying cuddly toys on heaters or in dryers. Instead, place them on a drying rack at room temperature or line dry. Periodically shake and/or comb the toy during drying for best results.
  • Outdoor Drying: If desired, you can dry your toy outside on a line after washing. Ensure it's not exposed to excessive sunlight.
  • Storage: To maintain their shape, protect cuddly toys from moisture, heat, and excessive light when not in use.
Can I remove the "Button in Ear"?

The stainless steel "Button in Ear" trademark and distinctive ear tag are completely free of harmful substances and cannot be removed. Every Steiff toy product is safety tested to meet and exceed the highest standards required by both the United States and European governments. You can see more information on the Company's Button-in-Ear here.

Which countries does Steiff deliver to?

Steiff North America ships within the United States and Canada. For deliveries to other countries, please use the country selector in the top corner of the webpage. International billing varies by country and may not always be available.

Can I have my vintage Steiff repaired?

We recommend that you send pictures and your repair request in advance by email to . We are happy to try to assess the repair options based on the pictures.

Would you like to send your Steiff animal to us? Please be sure to enclose a letter with your contact details and your request for repairs.

Margarete Steiff GmbH
repair department
Richard-Steiff-Straße 4
D-89537 Giengen

Tel. +49 (0)7322 131 785

Is it possible to replace the “Button in Ear” on old Steiff items?

The fastening principle has been changed over the years due to increased safety requirements (tensile forces). Since the button creates a punched hole during assembly, it is no longer possible to place a replacement button because the newly assembled button no longer has the required assembly strength.

I purchased a limited edition item that is missing the certificate.

If the certificate is missing for limited edition items, we will issue you a free replacement certificate provided the item is not older than 2 years. Replacement certificates can also be issued for items that are more than 2 years old - if they are still available - for a fee*. In order to produce a replacement certificate, a copy or photo of the ear flag with a clearly visible limitation number must always be available.

Please contact us at for a certificate.