Frequently Asked Questions
What's your story?
plushy.club was founded by a group of friends who found themselves in the right place at the right time, the know-how to make connections with manufacturers in Asia and a love for animation. A small selection of our products ship out from our U.S. distribution center. Shipping locations as well as delivery estimates are clearly labeled on each product page.
Because we work with multiple factories, some orders will ship out in separate packages. Shipping is always free.
How do I place an order?
Easy! Browse our homepage for featured products, or use the search bar to find something specific. Once you find something, click on "Add to Cart". If you're dont shopping, click on your shopping cart at the upper right corner of your screen and click on "Checkout". There, you'll be able to type in your address and choose your payment method. When you're done, you'll receive an email confirming your order. Once your order ships out, you'll receive a shipment confirmation order.
Do I have to pay for shipping?
No. We offer free shipping on all orders, no exceptions.
Where are you located?
We do not have a physical storefront.
We ship the bulk of our products from various locations in Asia. In order to protect our business partners' privacy, those specific addresses will not be disclosed.
Do you ship internationally?
Yes, we ship worldwide.
I placed an order. When will it be shipped?
We try to process orders as soon as possible, but it can sometimes take up to three days for some orders to ship out if we’ve received a larger than usual amount of orders. Rest assured that we’ll reach out to you as soon as your order is shipped out.
Shipping and Delivery Policy
How long until I receive my order?
That depends on the method it was shipped with. We currently offer three free shipping methods depending on the size of the product and whether we have it at our U.S. distribution center. Each product page clearly labels where a product is shipping from and gives an estimated delivery date. Keep in mind that these are just estimates, though, and shipping times may vary.
Here are our shipping methods and their estimated shipping times:
ePacket typically takes between 9 and 21 business days to arrive. It is trackable. We will provide you with a tracking number that will give you preliminary tracking information at global.cainiao.com, as well as more detailed tracking information via your local postal service website when your package arrives to your country.
Unregistered China Post typically takes between 20 and 39 business days to arrive. It is not trackable. This is the cheapest shipping method in China and comes with limited tracking information from global.cainiao.com. We use this method for small items like rings and keychains, as well as most phone accessories.
USPS First Class Mail typically takes between 2 and 5 business days to arrive. It is trackable. Items that ship from our U.S. shipping center are shipped by this method.
Tracking packages from overseas can be difficult at times. So please allow an extra day or two for the tracking information to update if it isn’t immediately available.
If you ordered an item that was shipped via ePacket Air Mail, preliminary tracking information will be available by using your tracking number at global.cainiao.com. Once the package reaches your country, you’ll be able to see more detailed tracking information by using that same tracking number at the website for your local postal service (e.g. USPS, Correos, etc.).
Delivery attempts, wrong addresses and lost packages.
Make sure to double-check all your information before confirming your order. We are not responsible for errors made when inputting the address during checkout. If we notice something egrigious, like a missing street name or bulding number, we'll reach out to customers for a correction, but if a customer makes a mistake (for example, typing 1201 instead of 1202 in the street address) we will not be held responsible and will not offer refunds or replacement items.
Remember to check your tracking info periodically. If your local postal carrier says that your package was delivered, we have no reason to believe otherwise. Again, we have no reason to not believe the postal carrier and, while tracking information is helpful for customers, it also protects us from scammers by providing proof of delivery. Customers claiming to have not received a package, despite the postal carrier confirming its delivery, will not receive a refund or replacement item.
For customers in the United States, USPS may initially show "Label Created - Not yet in system" when you try to track your package. If it remains in that status for over two weeks, please contact us as it is likely that the package was lost in the mail. No refunds are permitted after the order has shipped.
Processing, Return, Refund and Cancellation Policy
Can I get a refund or return something?
No refunds are permitted after the order has shipped. Returns are only accepted if the product are defective upon arrival.
How long does processing take?
Most orders are packed and shipped within 2-4 business days. Custom items and items that are made to order (e.g. phone grips and cases) can add a few more days to the processing time (especially during periods when we're processing a large amount of orders). Orders do not ship out during the weekend.
Can I cancel or adjust my order?
We process orders as they come in, so there's a very limited window where we are able to cancel an order before it is packed and prepped for shipping. To cancel an order, you must contact us via email no later than 11:00 PM EST on the day the order was placed. During this time frame, orders are not processed in case a customer wants to make a change. Adjustments and cancellations cannot be made after this cutoff period.
I scratched up my phone case or grip that I received months ago. Can I get a new one?
Sorry, no can do. It would be nice if phone cases could last forever but they are meant to take the beating so that your phone doesn't have to, after all.
We'll include some information below:
What payment methods do you accept and how safe are they?
All payments are processed by either PayPal. We do not store or have access to any of your credit or debit card details, or passwords. Payments are 100% screened through and processed by PayPal.
Do you have access to any personal data?
Only the email address or phone number associated with your order, and it can only be used to contact you with order updates or, if you signed up, to send you our newsletter.
What if I need to contact you?
You can always reach us via email at firstname.lastname@example.org or via social media.
Where are you on social media?
Feel free to follow us on Facebook and Instagram @plushyclubofficial and on Twitter @plushyclub.
Help! I'm missing an item from my order!
No need to worry. Due to logistical reasons, we sometimes ship out orders in separate packages. In those cases, you’ll receive more than tracking or reference number in your shipment confirmation email.
I don't see my question here?
We’re here to help. Send an email to email@example.com and one of our customer service representatives will get back to you as soon as possible. If you’re contacting us regarding an order you’ve already placed, please include your order number in the subject line of the email.