Contact
Most messages a store gets are not urgent, and most contact pages treat them all as though they were — or, more often, as though none of them were.
Because we sell something with a plug on it, we can't do that. A few situations need you to act before you write. A few more have a clock on them. The rest can wait until you have a free minute, and knowing which is which saves everyone a day.
So: three speeds. Everything goes to support@plushley.com either way.
Speed one — unplug it first, then write
If a heated blanket is doing any of the following, switch it off at the wall and stop using it before you do anything else:
- Any smell of burning, melting, or hot plastic
- A scorch mark, brown patch, or discoloration on the fabric
- A controller that is hot to hold, makes a noise, or behaves oddly
- Wiring visible anywhere through the cable sleeve or the fabric
- A unit that won't switch off, or changes setting by itself
- A blanket that got wet while it was plugged in
Then email us with your order number and a photo. Not before — the email can wait two minutes, the plug can't.
Three things we'd ask you not to do while you wait for our reply: don't plug it back in to check whether it does it again, don't open the controller, and don't try to repair the cable. There is no home repair for these, and the test you're tempted to run is the one that causes the damage.
What happens next: you choose a replacement or a refund, we pay shipping in both directions, and you get that decision in the same reply where possible — we don't make you wait on an inspection first.
And tell us even if it's old, out of warranty, or you're not sure it was ours. One report is an incident. Several of the same thing is something we need to know about and act on, and we would rather hear it from you than not hear it.
During our hours, a phone call is better than an email for this one: +1 386-253-6783.
Speed two — today
Nothing dangerous, but something is moving or a window is closing, and a day genuinely costs you.
A wrong address on an order that hasn't shipped. We can fix it while it's still with us. Once it's with the carrier, nobody can redirect it — not us, usually not them — and it has to come back first.
Canceling before dispatch. Same reason. The window is short because orders move into packing quickly, and we can't promise we'll catch it.
The wrong item, or a package that's gone missing. The sooner we open it with the carrier, the better the trail.
A return window about to close. You have 30 days from delivery, and what matters is the date you send the message — not the date the package gets back to us. So if you're near the line, write now and ship after. One sentence is enough to stop the clock.
Speed three — whenever suits you
No clock on any of these, and they're the ones we most like getting.
Before you buy. Heated or not heated. Which size makes sense. Whether a shawl or a blanket is the better answer for how you'll actually use it. Tell us who it's for and where it'll be plugged in — those two change the answer more than anything about the products themselves.
Care and washing. Worth asking before the first wash rather than after. The label on your specific item always wins, but we'll talk you through it.
A refund that's taking longer than you expected. If it's been ten business days since our confirmation email, write and we'll send you the transaction reference to take to your bank. "Check with your bank" is not where this ends.
Feedback, including the unflattering kind. We'd rather have it than a quiet one-star somewhere else.
What to put in it
Your order number on the first line. It's at the top of your confirmation email. With it, we have your order on screen before we've finished reading the rest; without it, we search by name and email, which usually costs a day.
One photo for anything visual. Damage, a wrong item, a mark on the fabric, a question about a color. For transit damage, three are worth having — the item, the outer packaging, and the shipping label — taken before the box is recycled.
No order yet? Then there's nothing to include. Just ask.
What you'll get back
A reply from a person within one business day, Monday to Friday, 9:00 AM to 5:00 PM Eastern. Anything that arrives over a weekend is answered Monday.
It will contain an answer, a decision, or — if neither is possible yet — what we're waiting on and roughly how long.
It will not contain a link back to this page instead of an answer, a form to fill in, an authorization number you have to obtain before anything can happen, or a paragraph copied from a supplier. If we don't know, you get "we don't know."
What we don't do with your message
Writing to us doesn't subscribe you to anything. Your address doesn't go on a list, the contents aren't used for marketing, and nothing is passed on.
Correspondence is kept for 24 months so we can see what we told you if it comes back — five years where it concerns a dispute or a claim. The detail is in our privacy policy.
Not a customer service matter
Same address, and one word at the front of the subject line gets it to the right place.
"Privacy" — to see, correct, delete, or export your data, or to opt out of sale and sharing. We have 45 days and are normally well inside it.
"Press" or "Partnership" — inquiries and proposals.
Anything else, including comments on this page, needs no label.
If you think we've got it wrong
Say so plainly and tell us what outcome you think is right. It gets a second look from someone else.
Beyond that, your state's consumer protection office and the Florida Deceptive and Unfair Trade Practices Act remain open to you, and you can bring a claim where you live, including in small claims court. There is no arbitration clause and no class-action waiver in our terms — we didn't take that one away.
Where things are written down
Shipping policy — how long it takes, and whose job it is when a package goes astray.
Return policy — the 30 days, what we need from you, and when the money comes back.
Terms and conditions — how the contract forms and the warranties we don't disclaim.
Privacy policy — who else holds something about your order, and for how long.
Plushley LLC
- Address: 1700 W International Speedway Blvd, Daytona Beach, FL 32114, United States
- Email: support@plushley.com
- Phone: +1 386-253-6783
- Customer service hours: Monday–Friday, 9:00 AM–5:00 PM ET
- Saturday and Sunday: Closed
- Response time: Within one business day