Before You Contact Us
Find quick answers about your Runimal, shipping, returns, tracking, and support.
What is the return policy?
We’re confident you’ll love your Runimal — but if something isn’t right, we offer 30-day returns.
If your order arrives damaged, defective, or isn’t what you expected, please contact us within 30 days of delivery and we’ll help you with the next steps.
How can I contact you?
You can contact us anytime at runimals.support@gmail.com.
Our support team aims to reply within 1–2 business days.
When will I get my order?
Every Runimals order includes tracked shipping at no extra cost.
Orders are usually processed within 1–3 business days before being packed and shipped.
Estimated delivery times after shipping:
- Germany: 7–10 business days
- United Kingdom: 5–12 business days
- United States: 7–12 business days
- Spain: 7–12 business days
- Most other EU countries: 8–15 business days
- Australia, Canada & New Zealand: 9–18 business days
As soon as your order ships, you’ll automatically receive tracking information so you can follow your Runimal every step of the way.
How big is a RUNIMAL?
Each Runimal is approximately 45cm tall.
It’s big enough to feel like a proper plush friend, while still being easy to hold, move around, and make run.
Do you offer tracking?
Yes. As soon as your order ships, you’ll receive a tracking number so you can follow your Runimal every step of the way.
Why has my tracking not updated yet?
Tracking information can take a little time to update after your order has been shipped.
In most cases, tracking becomes active within a few business days.
If your tracking has not updated for several days, please contact us and we’ll be happy to check it for you.
My RUNIMAL arrived damaged. What should I do?
We’re sorry if your Runimal arrived damaged or defective.
Please contact us within 30 days of delivery and include:
- your order number
- a short description of the issue
- clear photos of the damaged item and packaging
Once we’ve reviewed it, we’ll help you with a replacement, refund, or the next best solution.
How long does support take to reply?
We aim to reply to all customer messages within 1–2 business days.
Our team is excited to help you
Contact us with this form or via direct email at runimals.support@gmail.com and our team will assist as soon as possible!