Shipping and Delivery
Getting your problem solved is a top priority to us. If you need assistance please get in touch with our friendly customer support team via email or send us a message via our live chat. We are available to help you from Monday - Saturday, and usually respond within 48 hours. If you want to cancel an order placed within the last 3 hours please send us an email as soon as possible with your order number.
Plushie info
What materials are used in your plushies?
Our plushies are made from high-quality PP cotton with soft, plush outer layers, ensuring they are both hypoallergenic and cruelty-free. Each one is designed to be soft, safe, and durable for kids, adults, and pets.
How to choose the right size
This is a fairly common question and in all honesty, there is no “right” size! This is completely up to you.
But the following tips may help you choose the ideal plushie :
- Small (15-30cm): Great for kids, collectors, or as travel companions. Easy to carry and perfect for small spaces.
- Medium (30-50cm): Ideal for snuggling and perfect for bedtime cuddles or as room decor.
- Large (50-70cm): Best for hugging, lounging, or using as pillows. Adds a fun, cozy vibe to your space.
- Extra Large (70cm+): Ultimate cuddling experience! Perfect for making a statement, adding comfort, and being a big hug buddy.
Consider the recipient’s age, purpose, and space available when choosing the right size!
Getting rid of wrinkles and lumps on my plushie
Some of our plushies are enormous, so to be able to ship it across the world, we have to vacuum pack it. Therefore, they may have wrinkles and lumps when you first take them out of the packet.
If your plushie gets wrinkled or lumpy:
- Shake & Fluff: Give it a gentle shake and fluff it up by hand to redistribute the filling evenly.
- Massage: For lumps, gently massage the plushie, spreading the filling evenly for a smoother look.
Are your plushies pet-friendly?
Yes! All our plushies are made with non-toxic, pet-friendly materials, making them perfect for your furry friends too.
How do I clean my plushie?
How to Clean Your Plushie
Keeping your plushies fresh and fluffy is easy with the right care! Follow these simple steps to ensure your favorite cuddly companions stay clean and cozy:
1. Check the Care Label
- Before cleaning, always check the label for specific washing instructions and materials.
2. Spot Cleaning for Small Stains
- Use a damp cloth: Gently dab the stained area with warm water and mild soap.
- Blot dry: Use a dry towel to blot the cleaned area and let it air dry.
3. Machine Wash (if label permits)
- Use a laundry bag: Place the plush inside a mesh laundry bag to protect it.
- Gentle cycle: Set the machine to a gentle or delicate cycle with cold water.
- Mild detergent only: Use a mild detergent, avoiding bleach or harsh chemicals.
- Air dry: After washing, lay the plush flat to air dry completely.
4. Fluffing Up Your Plushie
- Once dry, gently reshape the plushie by hand, and use a soft brush to fluff its fur or fabric.
Extra Tips:
- Avoid using hand dryers, as heat may damage the fabric or stuffing.
- Do not wring or twist the plushie during cleaning, as it can deform the shape.
Do your plushies help with anxiety or sleep?
Yes, our plushies are designed to offer gentle pressure that can reduce stress, promote relaxation, and improve sleep, making them perfect companions for all ages.
Do you have seasonal collections?
Yes, we offer Seasonal, Animal, Long, and Special Edition collections. Explore our latest releases and find the perfect plushie for each season!
How do I contact customer support?
You can reach our customer support team by:
- Email: YourSupportEmail@plushielabs.com
- Live Chat: Use the chat feature on our website for real-time assistance.
- Contact Form: Visit our Contact Us page and fill out the form with your query.
Shipping & Payment
Payment keeps declining?
Having trouble paying for your new plushie with your credit or debit card? If you are, please use the PayPal option! You WON’T need to login, and you DON’T need a PayPal account as this is only a payment gateway provider. If this does not work please contact your bank and us via info@plushielab.com for help.
Do we ship internationally?
Yes we ship to over 200 countries excluding South America, India, Africa, small islands and a few others. Please be aware that the pandemic has caused major disruptions to international shipment due to a lack of flights going to and from certain countries. For example we haven't been able to ship our products to the Phillipines since the start of the pandemic.
We offer FREE shipping to the United States, United Kingdom, Australia, and many other countries. The only reason why we are able to offer FREE shipping is down to the fact that shipping costs are extremely affordable for Plushie Labs when parcels are shipped from Asia. This is one of the reasons as to why we have warehouses in Asia.
How do i track my parcel?
Once your order has been confirmed our team will begin to prepare your products for shipment. Once your parcel is ready we will hand your parcel over to a third party logistics company who will then process your parcel for shipment, which is when you will receive a shipping confirmation email (usually takes 2 to 5 business days). Please make sure to mark our emails as safe and to check your spam inbox.
We want you to be confident when shopping with Plushie Labs, so you will receive shipping updates via email.
Please note we may have to ship your products out separately to keep shipping costs down and to avoid any customs fees on your behalf! The last thing we want to happen is for you to receive a customs fee notice.
Why is my parcel stuck in transit?
Before the pandemic, it would normally take one to two weeks for our parcels to arrive in the designated country as there was plenty of airline freight capacity to keep up with the demand for international shipment. Unfortunately, due to lockdown restrictions, political wars, limited aircraft capacity, and not to mention the number of online order, millions of parcels have been held up, waiting to depart. This has never been a problem for logistics companies so they never considered the time it took for a parcel to be 'delivered to airline' to then actually boarding a plane. Rest assured your plushie is on its way to you.
If you would like us to help you locate your parcel please get in touch with our team via email at info@plushielabs.com.
Where are Plushie Labs based and where do we ship from?
We're a CA based company, but for us to be able to ship super-sized plushies worldwide at an extremely low cost for all our lovely customers we produce and dispatch our gorgeous plushies from Asia. We ensure that our plushies are the highest of quality and crafted with care, so rest assure that you are getting the softest and squishiest plushie.
How do i use my discount/coupon code?
If you are on a mobile device you can add your discount code after you click the 'Checkout' button on the cart page. Once you are at the checkout process press the button labelled 'Order detail & discount' at the top of the page. This also applies to gift cards.
If you are on a computer or laptop you can simply add your discount code after you click the 'Checkout' button on the cart page. On the right hand side you will see your order summary and a box for your discount code. This also applies to gift cards.
You can always contact us on our live chat if there is an issue that persist after entering your discount code