Frequently Asked Questions
Please see our shipping information page.
Are your products new?
Yes, all our products are brand new. We do not sell used or preowned products. Additionally, we are an internet only retailer. Therefore, our items are never on display or handled by customers prior to purchase. All items are received new and then stored in our warehouse until they are purchased by an internet customer.
What payment methods do you accept?
We accept all major credit cards - Visa, Mastercard, American Express, and Discover, Jcb, and Diner's Club.
Do you charge sales tax?
No, except for orders shipping within Illinois. Since we are located in Illinois, we are required to collect 8.5% sales tax on all orders shipping to an Illinois address.
Can I order an item that is not in stock?
Yes, you can place an order for an item not in stock. When you receive your order confirmation email, it will include an estimated shipping date for your order. Your order will then ship as soon as we have the item back in stock.
Is your website secure?
We take credit card security very seriously. Our shopping cart uses SSL (Secure Socket Layer) encryption and is certified Level 1 PCI DSS (Payment Card Industry Data Security Standard) compliant.
Do you offer gift wrapping?
Yes, we offer gift wrapping for an additional charge of $5.00. Alternatively, you can include a gift message with no gift wrapping free of charge. You can choose these options near the bottom of your shopping cart page.
Where are you located?
Plush Friends is located in Marion, Illinios, USA.
What is your return policy?
- We accept returns within 30 days of the date of delivery to your shipping address. If 30 days have gone by since your delivery, unfortunately we can’t offer you a refund or exchange.
- To be eligible for a return, your item must be unused and in the same condition that you received it. Items with the tags removed will not be accepted.
- Once your return is received and inspected, a credit will automatically be applied to your original method of payment.
- If your item arrives damaged or if you receive an incorrect item, you must contact us within 7 calendar days of your receipt of the product. No refunds or exchanges will be given for damaged and/or incorrect items that are not reported within 7 calendar days. Also, no refunds or exchanges will be given for items that have had the tags removed.
- You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
- Gift wrapping charges are non-refundable.
- If you return an order that was shipped with free shipping, we will deduct the shipping charges from your refund amount.
- If you are returning 12 or more of the same item, there will be a 15% restocking fee deducted from your refund amount.
- If the total value of your return is $500.00 or more, there will be a 15% restocking fee deducted from your refund amount.