Frequently Asked Questions

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!


Corporate and Product Inquiries

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


Online Ordering

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 at 


Are you online now? Have social media?

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.



Once you place your order, you will receive a confirmation email immediately outlining your order contents. Once we pack your order and assign a tracking number, you will receive an email to notify you that your order is ready to be picked up by the courier. Your tracking number will be included, and that will be the best way to keep track of the location of your package. If you do not see a confirmation email in your inbox, please be sure to check your junk and spam folders. If you are still unsure about the statue of your order, please feel free to contact us by email or phone.

We try and process your order as quickly as possible. Our current processing is time is 2 business days. Our processing times excludes holidays as processing times may be effected due to the volume of orders. Please note that our processing time is subject to change including events such as sales, promotions and holidays. 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.

Product Enquiries

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 can also send you an email when the item is back in stock if you would like to be notified.

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! 

Shipping and Service

Depending on the shipping method chosen and your location, your order should arrive to you in 3-6 business days. 

For Canadian customers, orders ship from Point Edward, ON

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 notify us of any missing products within 7 days of receiving your order.

We ship to over 40 countries in North America and Europe. Don’t see you country at checkout? Contact us.

You can pick up your order at 714 Lite Street, Point Edward Ontario, Canada N7V 1A6

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. 

Product Returns

We are sorry to hear you want to return your product. If for whatever reason you are not happy with your purchase, please contact us within 1 week of receiving your order. We will gladly work out a solution. Items must be unworn, unwashed and with tag and packaging intact to be considered for return. Returns must include a Return Authorization Number that will be provided to you. Return shipping costs (to us) are not covered. Please contact us as soon as possible to begin the return process.

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! We are so sorry to hear that your product arrived defective. Let’s see how we can help. Please contact us about your defective product & include your order number. You may be asked to send images of your defective product if the item has been removed from packaging, as well as the lot number located on the tag in an effort to prevent further defectives. 

Safety and Product Care

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! 

Great Pretenders dolls are machine washable.

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.

Marketing, Promotions and Social Media

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 Katie.