Ordering and Payment
PlanetPlush uses WooCommerce’s eCommerce platform. We accept all major credit cards and Paypal. Payments are processed immediately upon checkout. You will receive a confirmation email that includes your purchase details once you place your order. Once your order has been processed and shipped, you will receive a shipping confirmation email.
Shipping and Handling
All of our orders are processed and shipped from the United States, via USPS. Our processing time is 1-3 business days from the order date. All domestic orders will come with a tracking number. International orders will include a shipping confirmation number.
Domestic orders may take 3-7 business days to arrive depending on location, shipping time, and weather. Please allow up to 2 weeks before reporting a possible lost package, as some delays may happen from time to time. If your tracking number says your package was delivered and you did not receive it, please check with your local post office.
International orders may take up to 30 business days to arrive. Orders may incur customs fees/taxes charged by your country. PlanetPlush is not responsible for these fees. These are taxes charged by your country’s laws. Refunds will not be given for packages returned due to unpaid customs fees. Shipping fees will be charged again to re-ship any returned package. Please allow up to 6 weeks before reporting a possible lost package. Sometimes customs may take a while, especially during holidays, and the package may not be released until an inspection is performed. If your package is marked as delivered, and you do not have it in hand, please check your local post office. Please email email@example.com for international shipping inquiries.
Return and Exchange Policy
PlanetPlush does not accept returns or exchanges.
Damaged or Lost Merchandise
All items are inspected for damage before shipping to ensure you receive the highest quality we can offer. If your item does arrive damaged we are happy to resolve the issue. Please email us immediately with photos of the damaged item, item sheet, and order number. You will have 2 business days to bring the issue to us. You will then have 5 business days to ship the item back to us with original packing list included.
A replacement product will be shipped to you after we receive and inspect the damaged item. If we no longer have the damaged item in stock, we will offer a refund or exchange for equal or lesser value.
If your item is damaged and you are international, please follow the same steps listed above.
If your package is lost we will happily replace it for you as long as the address given is correct and the package was not lost due to an incorrect address. We will verify all lost packages before shipping out a replacement. PlanetPlush is not responsible for any lost packages due to an incorrect address and we are not responsible for replacing the lost package.
In the event that a package is returned to us due to an incorrect address, we will contact you by email, informing you of the return. We will require a new shipping fee in order to ship the product to you again. We will not provide refunds on orders that were returned to us because of an incorrect address. We will not ship the returned package again unless the new shipping fee is paid prior.