At Great Pretenders, we want to make sure you have the best service and products for your little ones. These are some of our FAQ’s but don’t be shy, we love hearing from you. Please feel free to contact us directly through phone, email or through social media!
For general inquiries, including corporate information and product inquiries, please call our Customer Service Department at:
8:00 am to 5:00 pm EST Monday – Friday
Questions regarding your experience online or need help to place your order?
Please reach out to us at:
8:00 am to 5:00 pm EST Monday – Friday
or email us.
DM or message Katie, our Social Media Coordinator, through social media on Facebook, Instagram or Twitter and have a real time chat any day of the week 8am-10pm EST.
We try and process your order as quickly as possible. Our goal is to ship within 24 hours of receiving your order. If your order is placed before 1pm Central European Standard Time (GMT+1) on a business day, we try to process and ship your order the same day. If your order is placed after 1pm Central European Standard Time (GMT+1) or on the weekend, it is processed the next business day. During high volume periods of the year, delays can be expected. Please feel free to contact us before or after placing your order for exact shipping estimates.
Most of our dress up is made to be size flexible. By using stretch materials and smart design, our dress up fits a larger size range. If you have specific questions regarding sizing, see our size on our product pages or here, or contact us.
Yes! See our size guide here. A size guide will automatically appear on relevant product descriptions.
Have a specific question? Feel free to contact us.
If a product is out of stock, please contact us and we will provide you with an estimated date of when the product will be back in stock for purchase.
We do sell larger items to our retailers such as wings, swords, shields etc. These may not appear online due to the high cost of shipping. Please contact us if you would like a product that is not online
We produce over 80 of our products in Canada. All of our Canadian made product is made at our manufacturing facility and head office located in Point Edward, Ontario. Each product is cut, sewn and packaged in our specially designed Lean Cell Technology plant for efficiency and the best quality!
Depending on the shipping method chosen and your location, your order should arrive to you in 3-6 business days.
Orders for customers in the U.S.A ship from Port Huron, MI
Oh no! Let’s see how we can help. If your package arrived damaged and the product is damaged upon receipt of the package, please contact us
and we will work to see how we can make it right!
Using your tracking number provided in your email confirmation, you can easily track your package online. Didn’t get an email? No problem! Please contact us and we will get you an update.
Oh no! We’re sorry we missed an item(s). Please contact us with your order number and we will make it better.
For wholesale shipping inquiries (we ship to over 40 countries), contact us for more information.
Unfortunately this is not possible at this time.
No, unfortunately we do not allow customers to shop at our warehouse facility at this time.
Great Pretenders prices, promotions and selections may differ from those in our retail partner stores. Prices and promotions (e.g., promotion codes or free shipping) offered online cannot be used in stores. Each of our retail partners is given MSRP pricing however it is up to the discretion of the retailer.
So sorry to hear you’re unsatisfied! Let’s see how we can help! If you would like to return a product that is unworn and still on packaging, please ship the item back to us along with a copy of your order confirmation. Once we have processed your return we will issue a credit back to your account or credit card and send you an email confirmation. You can also contact us for more details.
If you’d like to exchange an item that is unworn and still on packaging in the original condition received, please ship the item back to us along with a copy of your order confirmation. Once we receive your product and it has been inspected by our Quality Department, we will contact you to process payment for shipping and have your new item sent to you.
Oh no! So sorry to hear that the item you purchased is defective. Let’s see how we can help. Please contact us about your defective product. You may be asked if it’s still in it’s original packaging, request images of the defect and ask you to advise us of the lot number located on the tag in order for us to prevent further defectives.
Yes! All our products are tested to the highest applicable safety standards related to children’s products for North America and EU. We test each component right down to the thread we use to make sure your child has the safest products to play with. COC’s can be requested and sent to you for more information.
Depending on the standards to be met, our products and components are sent to be tested by reputable labs all over the world. Our head offices in Canada manage all our testing. Any test report can be requested and sent to you for more information.
Lead is a toxic substance that, if ingested, can lead to serious heath risks. Young children who might put the jewellery in their mouth are considered most at risk. All our jewellery is tested for lead, cadmium, and other harmful chemicals or additives. We at Great Pretenders go above and beyond North American testing standards. We meet or exceed the legislated requirements for children’s jewellery for North American and the EU.
Washing and care instructions are located on all our products. We have some tips that may make life easier though!
For products with glitter or faux-fur: To prevent glitter or faux-fur fibres from getting all over your machine, put your garment into a pillow case or machine washable bag for washing.
For products with emblems: Wash these inside out for the best results.
For Meiya and Alvin and all natural rubber: Hand wash only and do not submerge in water. Do not boil or place in a dish washer. For light cleaning wipe surface with soapy water and a damp cloth. Remember unless specifically stated on the products packaging these products are not bath toys.
Do not sterilize.
For Bonikka and GP Dolls: Dolls are machine washable but many of the dolls clothes also easily Velcro on and off and can be put though the washing machine too.
We do not recommend putting rubber products into washing machines or dryers. Hand wash only and do not submerge in water. Do not boil or place in a dish washer. For light cleaning wipe surface with soapy water and a damp cloth. Do not sterilize.
At Great Pretenders we strive to make quality children’s products that will last for futures generations. By choosing quality fabrics, trims, beads and implementing impeccable quality standards, we create toys that can be passed down to future generations.
Awesome! Want to become a wholesaler? You can easily sign up for a wholesale account via our website here. You’ll be asked a few questions and once you’ve been approved, you can place your wholesale orders directly through our website. Please wait 2-3 business days before being approved.
Want to speak to someone? No problem, feel free to contact us
to open a wholesale account. We love to hear from you.
Absolutely! You can defiantly open a wholesale account to order online. Sign up for a wholesale account here and as an existing customer, you’ll have a shorter wait time for approval. Please wait 1-2 business days for approval.
Want to collaborate on a project together? Contact us and our team will be happy to co-ordinate with you!
Follow us on social media! Or better yet, sign up for our newsletter and get all the latest info on promotions and special offers. Sign up now!
Have a marketing opportunity you’d like to discuss with us? Feel free to contact us via email or directly with our Marketing Director Dee.