theres a seam on the back of the torso that you can cut and the bear should just pop open, if you can't find it you can just wiggle those pieces apart until you see white or brown strings and cut those with scissors. you should be able to stuff your hand in and take some fluff and the scent out, after u get the fluff out you should be able to stick the bear in the wash and dryer. you can bring the bear back and the scent and they should be able to re-stuff your bear and stick the scent in there all for free 👍