**11/27/24 Please note: The current Canada Post labour disruption will increase shipping times. This disruption is outside of our control. We are doing our best to find alternate shipping options.** 

Do you ship worldwide and how much does shipping cost?

At the moment, we ship to the US, Canada and Europe. The shipping time varies by region

*We offer FREE Shipping over $25.00 in the US and Canada. Hurray!

What are your shipping times?

Standard Shipping Times:

US: 7-17 business days

Canada: 9-19 business days

Europe: 7-19 business days

Processing Times:

Orders can sometimes take 3-5 days to process after placing the order before shipping out.

How do I check the status of my order?

When your order has shipped, you will receive an email notification with a tracking number. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within the indicated delivery time applicable for your region, please contact us with your order details at info@plushmallow.ca

Track your order here.

If you need more detailed information, please send us an email at
info@plushmallow.ca and we'll help you out!

Unexpected Delays

Please note that when local restrictions are being introduced due to the Covid-19 outbreak and a country moves to lockdown mode, this means that postal and delivery services will experience delays due to the lower and/or limited workforce available. Kindly take this into account when tracking your order.

Please allow extra time during the busy and holiday seasons. Additional factors such as distance, customs, and natural disasters may cause postal delays. Plushmallow is not responsible for delays caused by the customs department in your country. 

In some instances, the delivery time may take longer than our policy states. If this is the case, please contact us as soon as possible and we will do everything we can to help you resolve any situation that we have control over.

Disclaimer:

Please note that if you have a multi-item order, you may receive one part of your order faster than the other. This is due to logistic cost optimization. Thank you for your understanding.

Returns

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Our policy lasts 30 days. If 30 days have gone by since your purchase, 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. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. 

Additional non-returnable items:
* Gift cards
* Downloadable software products
* Some health and personal care items

To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted: (if applicable)
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds 

If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at info@plushmallow.ca.
Sale items (if applicable)

Only regular-priced items may be refunded, unfortunately, sale items cannot be refunded.

Exchanges

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@plushmallow.ca.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

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.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.