Build-A-Bear Customer Service, Orders, Returns and Reviews

If you need help with a Build-A-Bear online order, delivery, store pickup, return, gift card, Bonus Club account, party, product repair, personalized item, payment, or store experience, begin with the support route connected to the problem. Online-order concerns can normally be handled by Guest Experience, while store-specific complaints should usually begin with the manager at the Build-A-Bear Workshop involved.

Build-A-Bear Customer Service Phone Number

The Build-A-Bear customer service phone number is 1-877-789-2327, also presented by the company as 1-877-789-BEAR.

Build-A-Bear’s current contact page lists Guest Experience availability Monday through Saturday from 3 AM to 5 PM CST and Sunday from 7 AM to 4:30 PM CST. The company currently labels these hours as CST. Check the official contact page for holiday or temporary schedule changes.

Build-A-Bear also provides live chat and an online contact form. The company identifies chat as the quickest and easiest contact method and states that it attempts to respond to contact-form messages within 24 hours.

Build-A-Bear asks that anyone contacting Guest Experience be at least 18 years old. A parent or guardian should contact the company when assistance concerns a child’s account, birthday, purchase, recording, photograph, or personal information.

How to Contact Build-A-Bear

Choose the contact method that best matches the concern:

• Telephone support: Call 1-877-789-2327 for orders, returns, products, gift cards, parties, accounts, promotions, store concerns, or other Guest Experience questions.
• Live chat: Open the Build-A-Bear contact page and use the available chat option.
• Contact form: Submit a written description through the official contact page. Keep the confirmation and any case number.
• Email: Send eligible Guest Experience questions to Guest.Services@buildabear.com.
• Local store: Contact the Workshop directly for a store purchase, pickup order, scheduled party, employee concern, lost item, or product-repair question.

Before contacting Build-A-Bear, gather:

• Order or receipt number
• Purchaser’s name and email address
• Workshop location
• Purchase or visit date
• Product name and item number, when available
• Shipping or pickup confirmation
• Gift card or Bonus Club information, when relevant
• Photographs of damaged or incorrect merchandise
• Dates and results of earlier support contacts
• The correction, replacement, refund review, or other resolution being requested

Choose the Correct Build-A-Bear Support Route

• Online order, shipping, missing item, or damaged delivery: Contact Guest Experience and provide the order number, delivery information, photographs, and packaging details.
• Store purchase or employee complaint: Contact the manager of the Workshop involved before escalating an unresolved concern to Guest Experience.
• Store pickup: Contact the Workshop selected on the order.
• Return or exchange: Review the 90-day return policy and retain the receipt or other proof of purchase.
• Stuffed-animal repair: Ask the local Workshop whether it can perform the required repair.
• Gift card: Use the official gift-card balance and support resources or contact Guest Experience.
• Bonus Club: Sign in to the correct account and contact Guest Experience about missing points, certificates, account access, or an incorrect profile.
• Party or group event: Contact the hosting Workshop or call Guest Experience.
• Product-safety concern: Stop using the product when necessary and consult Build-A-Bear’s product-safety and recall information.

Build-A-Bear Online Order and Shipping Help

Build-A-Bear advises customers to allow up to three business days for an order to be processed and the bear to be built before shipment. Delivery time begins after processing and can vary according to the destination, shipping method, carrier conditions, holidays, weather, and product availability.

Use the official shipping and order-tracking page to review current shipping information. Keep the order confirmation and tracking number until every item has arrived and been inspected.

For a missing, incorrect, incomplete, or damaged order:

1. Compare the delivered items with the order confirmation.
2. Check whether the order was divided into multiple shipments.
3. Save the shipping carton, label, packing materials, and product tags.
4. Take clear photographs of damage or incorrect merchandise.
5. Contact Guest Experience with the order number and requested resolution.
6. Save the case number and any replacement or refund commitment.

Do not mail an item to Build-A-Bear until the return instructions and destination have been confirmed. Sending merchandise to World Bearquarters without authorization may delay the return.

Build-A-Bear Store Pickup Help

Store-pickup availability depends on the selected product and Workshop. Build-A-Bear’s FAQ states that customers should wait for the Ready for Pickup email before visiting the store.

Pickup orders are generally held for seven days. Contact the local Workshop if additional time is needed. The Workshop selected for pickup can also assist when an eligible pickup order needs to be canceled.

Bring the order number and the identification or confirmation requested in the pickup instructions. If someone else will collect the order, contact the Workshop first to determine what authorization is required.

For a missing product, incorrect customization, incomplete pickup, or store-service concern, report the issue to the manager before leaving whenever practical.

Build-A-Bear Returns, Exchanges and Refunds

Build-A-Bear’s current satisfaction policy generally allows a return or exchange within 90 days of purchase. Save the receipt and original proof of purchase.

With original proof of purchase, an eligible item may qualify for a refund under the company’s return terms. Without original proof, Build-A-Bear states that an exchange or merchandise credit may be offered at its discretion.

Original shipping charges are generally nonrefundable. A return shipping label and return form are available through the company’s return resources, but customers should review the current instructions before sending an item.

Some customized products have additional restrictions:

• Record Your Voice products: Personalized voice recordings are nonrefundable.
• Embroidered products: Embroidered items cannot be returned and cannot be modified after the order is submitted.
• Other personalized products: Review the product terms before ordering and ask Guest Experience about any applicable restriction.

A 90-day return period does not guarantee approval in every situation. Eligibility can depend on the product, purchase channel, condition, proof of purchase, customization, and reason for the request.

Build-A-Bear Product Repairs

Build-A-Bear’s FAQ states that Workshops may be able to make minor repairs to a furry friend. Stores cannot perform every extensive repair, restoration, replacement, or alteration.

Contact the local Workshop before traveling. Describe the damage, approximate age of the product, affected seam or component, and whether the product contains a sound, scent, heartbeat, electronics, or other accessory.

Do not attempt a repair that could create a choking, battery, wiring, or other safety hazard. Remove the product from use if loose components, exposed electronics, leaking batteries, sharp parts, or another possible hazard is present.

Build-A-Bear Gift Card Customer Service

Customers can purchase physical or digital gift cards and review balance information through the official Build-A-Bear gift-card page.

Build-A-Bear may require an account to use certain online balance tools. Have the card available when contacting Guest Experience, but do not publish the full gift card number or PIN in a public review.

For a card that was not activated, has the wrong balance, was charged incorrectly, or does not work:

1. Retain the purchase receipt and activation slip.
2. Confirm that the card is intended for the country and currency where it is being used.
3. Check the balance through Build-A-Bear’s official website.
4. Contact Guest Experience if the balance or activation remains incorrect.

Build-A-Bear Bonus Club Help

Bonus Club questions can involve account access, profiles, points, rewards, birthday information, promotional certificates, email preferences, or purchases that did not appear correctly.

Before contacting Guest Experience:

• Confirm that the correct email address is signed in.
• Check whether more than one account was created.
• Retain the receipt or online-order confirmation.
• Record the date and location of the qualifying purchase.
• Take screenshots of missing points, errors, or certificates.
• Check the expiration date and restrictions shown on a reward or offer.

Do not create another account solely to correct missing points unless Build-A-Bear instructs you to do so. Multiple accounts can make it more difficult to identify the correct purchase history.

Build-A-Bear Party and Store Support

For a scheduled party, contact the hosting Workshop directly. The local store is normally best positioned to answer questions about arrival time, guests, available products, accessibility, party space, changes, and location-specific arrangements.

Guest Experience can also be reached at 1-877-789-2327 for party questions. Keep the reservation confirmation, Workshop location, event date, organizer’s name, payment receipt, and any written promises or changes.

For a store complaint involving service, an employee, availability, cleanliness, accessibility, or a party:

1. Speak with the manager on duty.
2. Explain what occurred and the resolution being requested.
3. Record the Workshop location, date, time, and manager’s name.
4. Retain the receipt and party or pickup confirmation.
5. Escalate an unresolved concern to Guest Experience.

Build-A-Bear Product Safety and Recalls

Build-A-Bear publishes separate information about its product-safety program and recalled products:

• Build-A-Bear Product Safety
• Build-A-Bear Product Recalls

The company states that products are tested by independent laboratories for applicable safety requirements. Instructions, age recommendations, warnings, and product labels should be followed.

Some accessories and furniture are designed for stuffed animals rather than for use by children, adults, or pets. Do not modify a product in a way that could interfere with its safety features.

If a product appears on a recall notice, stop using it and follow the remedy instructions provided for that specific item. Have the product name, identifying number, purchase date, photographs, and receipt available.

How to Escalate a Build-A-Bear Complaint

1. Identify whether the concern belongs with the local Workshop or Guest Experience.
2. Contact the store manager first for a location-specific purchase, pickup, party, or employee concern.
3. Call 1-877-789-2327, use chat, or submit the official contact form for an unresolved matter.
4. Provide a concise timeline, order or receipt number, store location, photographs, and requested resolution.
5. Ask for a case or reference number.
6. Record the representative’s name and any promised response date.
7. Request supervisor review if the normal support route cannot resolve the issue.
8. Follow up through the same case rather than opening several unrelated requests.
9. For a written escalation, send copies rather than original receipts or irreplaceable documents.

For an unexplained payment-card charge, contact Build-A-Bear first to identify the transaction. If the card was lost, stolen, or used without permission, promptly contact the card issuer through the verified number printed on the card or statement.

Build-A-Bear Customer Service Reviews and Complaints

CustomerServiceNumbers.com currently displays a 0 out of 5 rating based on zero Build-A-Bear reviews. There are no visible customer reviews on this listing at this time.

Because no reviews have been submitted, the page does not currently provide evidence of broader positive or negative trends involving Build-A-Bear products, prices, stores, order fulfillment, refunds, gift cards, parties, Bonus Club accounts, or customer service.

There are also no visible Build-A-Bear company responses or CustomerServiceNumbers.com responses to review.

Customers can use the review form below to describe a firsthand experience involving:

• Online ordering or delivery
• Store pickup
• Product quality or customization
• Returns, exchanges, or refunds
• Workshop service
• Parties or group visits
• Gift cards
• Bonus Club accounts or rewards
• Product repairs
• Guest Experience support

A helpful review should explain what happened, when and where it occurred, which support route was used, what response was received, and whether the matter was resolved. Do not include private information about a child, employee, payment method, gift card, or account.

Build-A-Bear Corporate Office

Build-A-Bear’s current contact page lists the following World Bearquarters address:

• Company: Build-A-Bear Workshop, Inc.
• Address: 415 S. 18th Street, Suite 200, St. Louis, MO 63103

This replaces the older 1954 Innerbelt Business Center Drive address previously displayed on this CSN page for general headquarters contact.

World Bearquarters is not a substitute for the normal Guest Experience process. Customers should generally contact the local Workshop or Guest Experience before mailing a corporate complaint.

A written complaint should include the order or receipt information, relevant Workshop, Guest Experience case number, previous resolution attempts, supporting copies, and requested outcome. Do not mail merchandise, original receipts, payment cards, gift cards, recordings, or irreplaceable documents unless Build-A-Bear provides written instructions.

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Frequently Asked Questions

What is the Build-A-Bear customer service phone number?

The Build-A-Bear Guest Experience phone number is 1-877-789-2327, also written as 1-877-789-BEAR.

What are Build-A-Bear customer service hours?

Build-A-Bear currently lists Guest Experience availability Monday through Saturday from 3 AM to 5 PM CST and Sunday from 7 AM to 4:30 PM CST.

Does Build-A-Bear have live chat?

Yes. Build-A-Bear provides chat through its official contact page and describes chat as the quickest and easiest support route.

What is the Build-A-Bear customer service email?

Build-A-Bear publishes Guest.Services@buildabear.com for Guest Experience assistance. Customers can also use the official contact form.

How do I track a Build-A-Bear order?

Use Build-A-Bear’s official shipping and order-tracking page. Have the order confirmation and tracking number available.

How long does Build-A-Bear take to process an order?

Build-A-Bear advises customers to allow up to three business days for order processing and bear building before shipment.

What is Build-A-Bear’s return period?

Build-A-Bear’s current satisfaction policy generally permits eligible returns or exchanges within 90 days. Proof of purchase, product condition, customization, and other restrictions can affect the available resolution.

Can personalized Build-A-Bear products be returned?

Personalized Record Your Voice recordings are nonrefundable, and embroidered items cannot be returned. Review the current terms for any other customized product.

How long will Build-A-Bear hold a pickup order?

Build-A-Bear’s FAQ states that pickup orders are generally held for seven days. Contact the selected Workshop if additional time is required.

Can a Build-A-Bear Workshop repair a stuffed animal?

A local Workshop may be able to perform a minor repair, but extensive repairs may not be available. Contact the store before visiting.

How do I complain about a Build-A-Bear store?

Begin with the store manager. If the matter remains unresolved, contact Guest Experience with the Workshop location, visit date, receipt, prior resolution attempts, and requested outcome.

Where is Build-A-Bear headquarters?

Build-A-Bear lists its World Bearquarters at 415 S. 18th Street, Suite 200, St. Louis, MO 63103.

Does CustomerServiceNumbers.com provide Build-A-Bear support?

No. CustomerServiceNumbers.com is an independent customer service information and review website. It cannot access Build-A-Bear orders, accounts, gift cards, Bonus Club profiles, store records, refunds, or support cases.

Customer Service Numbers Disclaimer

CustomerServiceNumbers.com provides contact information, complaint guidance, and a rating and comment section where consumers can submit reviews based on their own experiences.

Note: This website listing is not associated with Build-A-Bear Workshop, Inc. Build-A-Bear does not provide customer support through this website. Contact Build-A-Bear directly for assistance with an order, store visit, pickup, return, gift card, Bonus Club account, party, product, or other concern.