FAQ

How long will it take to deliver my parcel?

This largely depends on the place where you live and the shipping method you choose. Please see our shipping page for more information.

My parcel hasn't arrived yet!

Due to high season, some orders might take longer than usual, but rest assured, your parcel is on its way! If you haven't received the parcel after 30 days from placing the order please contact us. Our Customer Success Team will be able to check the status of your order.

My tracking number is not working.

Please double-check the tracking number on your order summary. Please allow 2-3 working days for the shipping updates.

How can I check the status of my order?

You will receive an email notification with updates about the status of your order. The tracking number will be provided via email.

I have received a delivery confirmation, but I don't have the parcel.

Please double-check with your neighbours and people you share home with, maybe someone has collected it for you. Alternatively please contact your local post office/courier to find the package.

I messed up my shipping address, what should I do?

Reach out to us at support@thedrplushy.com immediately regarding the error. Please provide your email, full name and correct shipping address, we will update the shipping details for you and send a confirmation email with the revised information. Please note that once the parcel is shipped out we are not able to make any changes.

Can I use a PO Box or APO/FPO military address?

Unfortunately, our shipping partners cannot deliver to PO Boxes or APO/FPO military addresses due to logistical constraints.

Can I be charged with import duties?

Your order may be subject to import duties and taxes once the shipment reaches your country. Tax fees may vary depending on the country the order is shipped to. Each country/state has its own threshold after which taxes will be applied. Please contact your customs office for specific amounts and percentages. The store cannot control and is not responsible for any duties/taxes applied to your package and will not cover any additional charges for customs clearance. Note, in rare occasions, customs agents may delay delivery of some packages.

How can I contact support?

You can simply email us at support@thedrplushy.com or fill out the contact form over here.

What payment methods do you accept?

We accept all major credit cards (VISA, Mastercard, Amex) and PayPal payments.

I have changed my mind, can I cancel the order?

Yes, you have the right to cancel the order within 24 hours from placing the order. If the parcel is shipped out already, you would need to wait until it arrives and send it back to us for a refund.

I don’t like my item, can I return it?

If you are not happy with your purchase and wish to return an item you have all rights to do so. For more information go to refund policy here.

My item arrived damaged/incorrect. Can I return it?

Damaged or incorrect items can be exchanged or refunded. Please email support@thedrplushy.com, to get a new item or a full refund. In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.

How long does it take to get a refund?

Refunds might take up to 14 working days, depending on the processing time of the payment system.