Frequently Asked Questions

1. How long is shipping?

Processing takes 1-3 days. Then, shipping takes around 7-15 days. Shipping may take longer depending on your country. Note that we do not have control over how fast the parcel will be able to reach your destination. We rely on our shipping partners such as USPS, Canaio, and other third party partners for shipment. Any delays in arrival is the result of shipping logistics, border customs, natural disasters, and or lockdowns. See our Shipping Policy page to see your country's estimated time of arrival.

2. Do you give out refunds?

Please check our Refund Policy to see if you are eligible for refund.

3. What is your return policy?

Instead of returning items, you can donate it to a local charity or recycle it. Why? Returns run counter to our emphasis on sustainability: every return has a carbon footprint. 

4. Has Covid-19 affected your shipping time?

Unfortunately, this is something that has affected us. Due to Covid-19, many of our shipping carriers are experiencing delays in delivering orders. Please expect that after your order has been shipped, it might experience carrier delays and may take longer than usual to receive. 

5. Why is my parcel taking a long time at Customs?

US Customs or other country's customs may also affect the delays with shipping. Please note that unexpected wait times for inspection during border customs aren't within our control. We do not give out refunds if the parcel stays at customs for a period of time. However, if the parcel says it is unsuccessful at the country's border customs then we can issue a refund.

6. Do you ship worldwide?

As of now, we do not offer shipping in all parts of the world; however, this is the list of countries that we do ship:

• North America - United States, Canada, and Mexico

• Europe - Austria, Belgium, Denmark, Finland, France, Germany, Greece, Hungary, Italy, Ireland, Luxembourg, Netherlands, Poland, Portugal, Spain, Sweden, and United Kingdom

• Asia - China, Hong Kong SAR, India, Indonesia, Japan, Malaysia, Russia, Singapore, South Korea, Thailand, and Vietnam

• Australia - Australia

• Oceania - New Zealand

Your feedback tremendously helps us decide if we should ship to your country so leave us a suggestion! 

7. Why doesn't my tracking number work?

You will receive your tracking number before our carriers allow your parcel to be tracked. Once your parcel has departed, you will be able to track your parcel. Our tracking website only tracks the parcel once it ships from air or sea from our suppliers. Note that the shipping information email we send you is your tracking number and not your order number. The tracking number consists of list of letters and numbers while your order number always start with # followed by numbers. It may take from 7-10 days before the tracking number starts updating. Email us if the tracking website does not frequently update after that. Give us your full name, order number, and tracking number in order for us to provide you another tracking website.

8. The order status says the order is fulfilled but how come I haven't received my plush yet?

The automated chat system that tells you whether or not the order has been fulfilled. It just means that the parcel has been shipped and does not mean the plush has arrived to its destination yet.

9. Why is the plushie squished inside the packaging?

The plushie is compressed and compacted inside the package in order to keep the plushie from losing its shape upon shipping. It will not cause the plushie to become smaller from the compression. Let the plushie expand once the package is opened. Some plushies have zippers that you can add more cotton inside or if you want to wash the cover. Stretch marks from the plushie is normal and is the result of the plushie expanding from the packaging. 

10. Why is plushie not big in real life compared to the photos?

Please be mindful of the plushies' varying sizes as the images shown may not be the size of the plushie itself. Refer back to the size options to see the size comparison of each plushie in centimeters or inches.

11. What happens if it says "Delivery Attempt Failed" in my tracking?

It means that the parcel is unable to be successfully delivered to your location during the time of delivery. Sometimes this happens if there is nowhere to place the parcel or there is no one at home to receive it. The parcel will be sent back to your local post office. Contact them and ask if there are any parcel that was sent to you.

12. How come I didn't receive a tracking number?

We always send an automated shipping information email to you once the parcel is processed to be shipped. The email details your tracking number that consists of letters and numbers while your order number starts with # followed by numbers. The order number lets us know your proof of purchase while your tracking number is for you to track your parcel. In the case that you haven't received the tracking number, chat with us in the store or email us. Provide us with your name and order number.

13. Does the tracking number work in other tracking websites?

Yes! Our "Track your order" page uses one of many tracking websites that you can use to find updates on your parcel. Another reliable tracking website that you can use is parcelsapp.com/en for more accurate updates if your parcel is not updated in our store. For international buyers, select your country after inserting the tracking number for the updates to appear. See our FAQ page if you have more questions.

14. Why should I buy from Plumpy Plushies?

Plumpy Plushies is the best top online plush toy seller in the world for cute, fluffy, and chonky plushies. Making it a great present for anniversaries, birthdays, and holiday gifts. If chocolates can win the hearts of someone, then plushies can win the hearts of everyone. No matter what age someone is, plushies transcends every known gift that will make every moment memorable. We know this and we want you to enjoy it too with your friends and families. We offer free shipping worldwide and sales up to 50% off for a limited time. We also have a great staff team working nonstop to give you an excellent customer support experience.

15. I ordered two plushies and only one came. What happened?

Each plushie you order are separated into different parcels for shipment. This means you will receive more than one tracking number for each of your parcel. Once they are shipped, they will be delivered to you at different times.