Customer Service

SHIPPING & DELIVERY

Orders are shipped USPS Priority or UPS Ground to the U.S.  Orders shipped to Alaska, Hawaii or Canada can only be shipped via USPS Priority.  Orders shipped to Canada may be liable to pay any import taxes and/or duties.  Free shipping offer on orders over $55 only apply to U.S orders.  Unfortunately we do not ship internationally.

Orders are processed within 48 hours of placing the order online or over the phone. Once shipped, orders are generally received within 7 business days domestically, and about 10 days in Canada.  We do not ship on Saturday, Sundays, or Holidays. While we will do all we can to ensure your order is delivered promptly, Plush cannot be held responsible for conditions beyond our control such as severe weather, service interruptions, etc.

Orders will be charged shipping rates as detailed below:

Total Order Value

Standard

Three Day Select

U.S. Only

Express

U.S. Only

Overnight

U.S. Only

 

up to $55

$7.95 

$19.00 *AK, HI, Canada 

 

$17.00

 

$22.00

 

$35.00

 

$55 and over

FREE

*U.S. Orders Only

 

$7.00

 

$12.00

 

$25.00


PRIVACY & SECURITY

We request certain personally identifiable information from you during the check out process. You must provide contact information (such as name, email, and shipping address) and financial information (such as credit card number, expiration date, and CVC code).

We use this information for billing purposes and processing orders. If we have trouble processing your order, we will use this information to contact you.

You are given the option to create an account with us. This user name and password offers our customers the ability to quickly and easily proceed through the check out process on repeat visits. We do not store your credit card information unless you choose to store it for future use.

 

RETURNS & EXCHANGES

- Plush accepts returns or exchanges of unworn, unwashed, unaltered, or defective items purchased by phone or online for full refund within 30 days of original purchase.

- Free Returns only applies to U.S. orders.

- Merchandise must be in original packaging.

- You must receive and RA number before shipping your return back. 

- Returns will be processed after the warehouse has inspected items and declares the items are in their original condition.  Please allow 7  business days from when it is delivered to us for your return/exchange to be processed.

- Refunds will be made in the form of the original payment.

- Sale items that have been discounted 40% or more are FINAL SALE and cannot be returned or exchanged.

- Shipping and Handling fees on the original order are non-refundable.

 

4 Easy Steps to Returns/Exchanges:

1) All returns must be accompanied with an RA number.  To process your return and receive an RA number & Pre-paid shipping label (U.S. only), e-mail CustomerService@Plush-Apparel.com or call 1866-606-1198.

2) Complete the RETURN/EXCHANGE FORM (RA # must be indicated).

3) Pack the items you are returning, along with the Return/Exchange form.

4) If you're not using our Pre-Paid shipping label, ship your package using a traceable and insurable method to:  Plush Returns, 209 West 38th Street, Suite 803, New York, NY 10018

 

If you have any questions regarding your return/exchange, please contact Customer Service.

 

ORDERING & ORDER STATUS

PLACING A WEB ORDER

When you see an item you like, click on "Add to Cart" and continue shopping until you are ready to complete your purchase. Then, click on “My Cart”, located at the top right section of the screen. Click "Proceed to Checkout" to confirm your items. After you have made any changes and updated the quantities as desired, click on "Place Your Order" to finish.

Please review your order carefully before placing it. Once your order is submitted, we are unable to modify or cancel it.

PLACING A PHONE ORDER

Please call 1866-606-1198 to place a phone order.

ORDER STATUS

Simply log in to your account and click on "My Orders" to view the status of your orders. 

 

PAYMENT & PRICING

Plush accepts the following methods of payment: Visa, MasterCard, American Express, Discover Please note: you will only be charged when your order has shipped. You will only be charged for the items that are shipped to you, along with the applicable shipping and tax charges.

 

UPDATING ACCOUNT INFORMATION

Login to you your account and click on ‘edit account information’ for options to make changes to your account. You can store multiple shipping/billing addresses, update credit card information, change password, etc.

 

CONTACT US

By phone: 1866.606.9198

Monday-Friday 9:00am – 6:00pm EST

By e-mail: Customer Service: CustomerService@Plush-Apparel.com