How can we help? answered.

Check the inbox and spam folder for the email address you used at checkout. If you still cannot find your confirmation, email support@plushiesusa.com with your name, checkout email, and approximate purchase date. Please contact us before placing the order again if you are unsure whether it went through.

Email support@plushiesusa.com as soon as possible with your order number and the complete corrected address, including any apartment or unit number. We will try to help, but address changes cannot be guaranteed once an order has been processed or shipped. If the parcel is already in transit, contact the carrier about any delivery adjustment options.

Email support@plushiesusa.com as soon as possible with your order number and the change you would like to make. We will review your request based on the order’s current status. Please wait for confirmation before assuming your order has been changed.

Check that your billing address and card details match the information held by your bank, and follow any verification request from your payment provider. Your bank or payment provider can explain why a payment was declined. If you are unsure whether an order was created, contact support@plushiesusa.com before trying again.

Check whether each transaction is pending or completed. A pending authorization and a completed payment can appear differently in your bank’s records. Ask your bank or payment provider to explain the entries. If you believe you have been charged twice, email support@plushiesusa.com with your order number, transaction dates, and amounts. Do not send your full card number or security code.

Orders are usually processed within 1–3 business days after payment is confirmed. Holidays, busy periods, product availability, and address or payment checks may add time. Once your order ships, we will email a shipping confirmation with tracking information when available. Processing time is separate from delivery time.

Delivery is usually estimated at 7–15 business days after shipment. Please also allow for the usual 1–3 business days of processing before your order ships. These are estimated timeframes, rather than guaranteed arrival dates. Your destination, the carrier, holidays, weather, and customs clearance can affect delivery.

The processing and delivery estimates in our Shipping Policy are given in business days. Weekends and public holidays are generally excluded. Orders are generally not processed, shipped, or delivered on those days, so please allow extra calendar time around weekends and holidays.

Any applicable shipping charge is shown at checkout before you complete payment. The amount may depend on your destination, order value, shipping method, and product. Our current Shipping Policy does not promise free shipping on every order, so please review the shipping charge and final total at checkout.

Shipping availability depends on the product, destination, and carrier coverage. For delivery outside the United States or an address you are unsure about, email support@plushiesusa.com before ordering with the product link and destination. If we cannot ship an order to the address provided, we will contact you using your checkout email.

When your order ships, we will email a shipping confirmation with tracking information when available. Use that tracking information to check the carrier’s updates. If you cannot find it, contact support@plushiesusa.com with your order number and the email address used at checkout.

Please allow up to 48 hours for tracking to update after the tracking number is issued. Updates can also be delayed during longer-distance transit, customs processing, or busy periods. If there has been no update for several business days, email support@plushiesusa.com with your order number and tracking details. A delayed update alone does not mean the parcel is lost.

Check the shipment date and the carrier’s latest tracking update. Delivery is usually estimated at 7–15 business days after shipment, with processing time added before that. If that estimate has passed or tracking shows an unexpected issue, email support@plushiesusa.com with your order number and tracking details so we can review the shipment.

Check the delivery address on your order and any delivery photo or location note from the carrier. Look around the usual delivery area and check with household members, building reception, or a mailroom where relevant. If you still cannot find the parcel, email support@plushiesusa.com with your order number and tracking information so we can review the issue.

Some orders are sent in separate packages because of item size, availability, fulfillment location, or shipping method. Check your shipping emails for additional tracking numbers. If you cannot find another shipment or an item is still missing, email support@plushiesusa.com with your order number and the names of the items received and missing.

Contact support@plushiesusa.com with your order number and tracking information. We may be able to arrange reshipment after reviewing the reason for the return. Additional shipping charges may apply. Where permitted by law, original and return shipping costs may be deducted from a refund when a parcel was returned because of an address error, refused delivery, or failure to collect it.

You can request a return within 30 days of receiving your order. The item must be unused, in the condition received, and returned with the original tags, packaging, accessories, and proof of purchase where applicable. Some items are excluded from change-of-mind returns. Contact us for approval before sending anything back. See the Return & Refund Policy for full conditions and any statutory rights that apply.

Email support@plushiesusa.com with your order number, checkout email address, the items you want to return, and the reason. Include clear photos if the item arrived damaged, defective, or incorrect. If your request is approved, we will send return instructions. Please do not mail the item back before approval.

For a change-of-mind return, you are responsible for return shipping unless applicable law requires otherwise. You are not responsible for return shipping when the return is needed because your item arrived defective, damaged, or incorrect. Please contact us first for instructions before arranging or paying for a return. Any return shipping cost deducted from a refund will be explained beforehand.

For a standard return, keep the item unused and retain its original tags, labels, packaging, accessories, and parts where applicable. Used, washed, altered, stained, damaged, or incomplete items are not eligible under our standard return conditions. If you discover a defect, contact us with the details so we can review the issue separately. Applicable statutory rights are not affected.

An item being discounted is not the same as being marked final sale. Our policy excludes items specifically marked final sale from standard returns where permitted by law. Other items remain subject to the usual return conditions. Custom or personalized items and gift cards are also excluded from standard returns. Contact us if an item arrived defective, damaged, or incorrect.

Our current Return & Refund Policy lists a return location in Madrid, Spain. Approved returns may need to be sent there; a US return address is not confirmed in the policy. Email support@plushiesusa.com for approval and the correct instructions before sending anything back. If the return location or shipping cost affects your purchase decision, please ask us before ordering.

For a standard change-of-mind return, original shipping charges are non-refundable where permitted by law. If your item arrived damaged, defective, or incorrect, contact us so we can assess the issue and the appropriate refund or replacement. Applicable statutory rights may affect which charges must be refunded.

The process described in our policy is to request a return and, once it is accepted, place a separate order for the replacement item. Return eligibility and shipping costs still apply. If your item arrived damaged, defective, or incorrect, contact us before placing a new order so we can review the issue first.

We will notify you after your return has been received and inspected. If your refund is approved, it will be issued to your original payment method within 10 business days. Your bank or payment provider may need additional time to post the money to your account. If more than 15 business days have passed since approval, please email support@plushiesusa.com.

Check the original payment account and the refund approval date. Refunds are issued within 10 business days of approval, and bank posting can take additional time. Your bank or payment provider can help identify an incoming refund. If more than 15 business days have passed since approval, contact support@plushiesusa.com with your order number.

Email support@plushiesusa.com with the product name and any order confirmation or other proof of purchase you have. Standard return conditions apply, including the 30-day request window after delivery. Approved refunds are sent to the original payment method. If the gift arrived damaged or incorrect, include clear photos so we can review the issue.

Please contact support@plushiesusa.com as soon as possible. Include your order number and clear photos of the item, damage, packaging, and shipping label where available. Keep the packaging while we review the issue. We will assess the situation and advise on an appropriate solution, which may include a replacement or refund. Do not send the item back before receiving instructions.

Email support@plushiesusa.com with your order number, the item or style you ordered, and a clear photo of what arrived. Include a photo of the item label or packaging if available. We will compare the received item with your order and advise on the next step. Please wait for instructions before arranging a return.

Check the instructions supplied for your specific item. If it still does not work as expected, email support@plushiesusa.com with your order number, product name, and a description of the problem. Include clear photos; a short video can help show a moving or operating issue. Avoid forcing moving parts or dismantling the item while seeking help.

Check the packaging and any remaining bags, then compare the parts with the instructions supplied for your set. If a part is still missing, email support@plushiesusa.com with your order number, set name, the relevant instruction page or step, and a photo or description of the missing part. We can review the issue and advise on the next step.

Email support@plushiesusa.com with your order number, product name, and selected style. If only part of the instructions is unclear, include a photo and the page or step number. We can check the information available for that item and advise on the next step. Do not assume instructions for a different design are interchangeable.

Compare the measurements for your selected style with the space you have in mind. For a shelf or desk, check the footprint as well as the height. For a long plush or pillow, check its full length. Photos alone do not show exact scale, and measurement methods can vary between designs. If a dimension is unclear, email us with the product link before ordering.

Review the option names, selected image, and price in the purchase area, then check the item details in your cart before completing payment. A starting price does not mean every available size or style has the same price. If the option name or image is unclear, contact us with the product link before ordering.

Check the specifications for the particular product and style you are considering. Outer fabric and filling are separate specifications, and our plush, building sets, and wooden pieces can use different materials. Details listed for one design do not apply to the whole collection. If a material is missing or unclear, send us the product link before ordering.

Check the age guidance and warnings for the specific product, along with its labels and instructions. Hanging accessories, small parts, and decorative pieces should not be assumed suitable for young children. If age information is missing or unclear, contact us before buying the item for a child. A product appearing in a gift collection does not establish age suitability.

Follow the instructions supplied for your specific item. Fabrics, fillings, decorative details, wood, and moving mechanisms can require different care. A washing instruction for a plush does not apply to a wooden music box or another type of toy. If guidance is missing, unclear, or conflicts with the product, email us before using water, detergent, or heat.

We cannot guarantee delivery by a particular date. Please allow for both order processing and delivery, with extra time around holidays and busy periods. If you have a date in mind, email support@plushiesusa.com before ordering with the product link, destination, and occasion date so we can help you check the available information.

Check the product description and your selected option for what is included. Some photos show several available styles or props used for display. Gift boxes and gift wrapping are included only when explicitly stated. If you are unsure about an accessory, the number of items, or the packaging, email us with the product link before ordering.

Email support@plushiesusa.com or use the form on our Contact Us page. For an order question, include your order number and checkout email. For a product question, include the product name or link and the selected style. For damage, a fault, or missing parts, describe the issue and include clear photos where relevant.