FAQ's
Where is Build A Bear Workshop New Zealand located?
We are now open at Sylvia Park Auckland, Queensgate Wellington, and Northlands Christchurch. Visit our store locations page for more information.
How does Build A Bear Workshop work?
Our team members would be happy to walk you through the building process upon arrival, with no booking necessary (excluding parties). Firstly, pick a skin from our choose me wall, and then help bring it to life! We pride ourselves on our signature Heart Ceremony, which you can complete before stitching up the bear, to give it all the qualities it needs to be PAWsome!
How much does a Build A Bear Workshop visit cost?
Prices vary depending on what furry friend you select, but there are no additonal costs to Building a Bear from the listed price. Sounds, Scents, Clothing and Accessories can be purchased for an additional cost.
How long does Building a bear take?
Our usual visit time is anywhere from 15-45 minutes depending on the experience you are wanting, however this can change depending on how much is being added to a furry friend, and wait times.
Do you ship internationally?
At the moment we just ship within NZ. If you are an Australian customer, please visit Build A Bear Australia for all your bear needs.
How can I get in touch with Build A Bear Workshop?
If you have any party, online order or general enquiries, please email funbear@buildabear.co.nz
If you are wanting to work with us at any of our exisiting or new locations, please email your resume to job@buildabear.co.nz and our team will get back to you if you are a successful applicant.
Want to arrange a mall activation or corporate event? Please get in touch with our team members at events@buildabear.co.nz
Where is my order being shipped from?
Your online order is being shipped from Auckland.
How long does shipping take?
Please get in touch with our friendly team members to find out our current delivery estimates. Although we always try to pick and pack these within 24 hours of purchase and Courier pick up is within 48 hours. Sometimes there can be unexpected delays with our freight and courier partners. Please be aware that our Couriers do not do pick ups in the weekend.
Refunds/Returns Policy:
Please keep your receipt as proof of purchase for a refund/exchange within 60 days if the item is faulty. We do not refund or exchange for change of mind.
Privacy Policy:
Voluntary Recall Notice: Heartwarming Hugs Bear 2 with Zipper Closure
Build-A-Bear is voluntarily recalling the Heartwarming Hugs Bear 2 with zipper closure. This recall applies only to the specific item numbers listed below.
Product affected
The recalled product is the Build-A-Bear Heartwarming Hugs Bear 2 with zipper closure, sold in Build-A-Bear Workshop locations and online.
- Product name: Build-A-Bear Heartwarming Hugs Bear 2 with zipper closure
- Item numbers: 34464
- Sales dates: January 2026 – March 2026
- Sales channels: Build-A-Bear Workshop locations, buildabear.com.au, buildabear.co.nz and ebay.com.au/usr/buildabearworkshopau
Why is the product being recalled?
The zipper slider on the side pouch of the furry friend can detach, posing a choking hazard and risk of serious injury or death to children.
What should consumers do?
Consumers should stop using the recalled Heartwarming Hugs Bear 2 immediately and return it to a Build-A-Bear Workshop location.
Return in store
Upon return, Guests will receive a refund to the original form of payment or a gift card for the original purchase price.
Mail-in return support
Consumers unable to return their Heartwarming Hugs Bear 2 to a local store can contact the Product Quality Hotline or email support for assistance with a mail-in return.
Frequently asked questions
Where was the product sold?
The product was sold at Build-A-Bear Workshop locations and online at buildabear.com.au, buildabear.co.nz and ebay.com.au/usr/buildabearworkshopau.
How many units are affected?
The zipper slider detachment may affect approximately 30,000 units worldwide. Build-A-Bear is voluntarily recalling the product out of an abundance of caution, as the safety of guests and their families is the top priority.
Have there been reports of incidents or injuries?
There has been one consumer report in the United Kingdom of the zipper slider detaching while in use, and no reports in Australia, New Zealand or the United States. No injuries have been reported.
What is the remedy?
Upon return of the recalled product to a Build-A-Bear Workshop, consumers will receive a gift card for the original purchase price to use for any available Make-Your-Own furry friend and other available merchandise in-store or online at buildabear.com.au.
Alternatively, consumers may request a refund to their original form of payment.
Should consumers try to remove or repair the zipper slider themselves?
No. Consumers should not attempt to repair or modify the product and should instead follow the official recall instructions to receive the remedy.
Are other Heartwarming Hugs or Build-A-Bear plush products included?
No. Only the Heartwarming Hugs Bear 2 with zipper closure is included in this voluntary recall.
Does Product Safety New Zealand know about this?
Yes. We have worked closely with government agencies to ensure we are compliant. Feel free to visit: https://www.productsafety.govt.nz/recalls/build-a-bear-heartwarming-hugs-bear-2-with-the-zipper-closure
Need help?
Please contact the Build-A-Bear Product Quality Hotline:
- Phone: Please call your local Workshop. Find a store.
- Email: recall@buildabear.co.nz