Shipping Policy

Last updated: October 21, 2026

Here is the whole policy in one paragraph, with a number after every claim. The numbered notes below carry the detail — read the paragraph if you're in a hurry, the note if you have a question. This policy applies together with our Returns & Refunds Policy.

We ship to addresses in the United States only (1), and shipping is free on every order (2). An order can be changed or canceled within 5 minutes of being placed, and not after (3). Processing takes 1–3 business days (4) and delivery an estimated 3–5 business days (5), so plan on 4–8 business days in total. You'll receive a tracking number when the package ships (6), and an order with several items may arrive in more than one package (7). Your address has to be right, and a refused package isn't a cancellation (8). If a package is late or lost, we investigate and replace it (9); if it's marked delivered but you don't have it, tell us within 7 days (10); if it arrives damaged, tell us within 3 business days with photos (11). Shipping Protection is optional and non-refundable once the order has shipped (12), and the total at checkout is the total you pay (13).

Note 1 — United States only

We deliver to addresses in the United States provided at checkout. We don't ship to international addresses and can't forward a package abroad after it's been sent.

Note 2 — Free shipping

Free standard shipping applies to every order, with no minimum: nothing is added at checkout and nothing is collected on delivery. The only line that can be added is optional Shipping Protection, and only if you select it yourself (Note 12).

Note 3 — The 5-minute window

Every confirmed order is sent to our fulfillment center automatically and enters processing within minutes. That's why an order can only be canceled or changed within 5 minutes of being placed — after that we're unable to stop, change or retrieve it. To cancel, email support@plushley.com immediately with your order number and "CANCEL" in the subject line. The time your email reaches us is what counts, and we confirm every cancellation in writing. Requests that arrive after 5 minutes can't be treated as cancellations — including if you've changed your mind, found the item elsewhere or are concerned about the delivery time — and we'll reply with our return instructions instead: after delivery you can return the item under our Returns & Refunds Policy, at your own cost, to our returns center in the United Kingdom. The processing time in Note 4 is the time the fulfillment center needs to pack your order, not a period during which it's on hold, and refusing or not collecting the package doesn't cancel the order (Note 8).

Note 4 — Processing: 1–3 business days

Processing — confirming the order, checking the details, packing and handing the package to the carrier — takes 1–3 business days (Monday through Friday, excluding federal holidays; a Friday-evening order starts on Monday). During cold snaps, the peak weeks from Black Friday through Christmas and promotions, processing can take up to 2 additional business days. Please check the shipping address in your order confirmation as soon as it arrives, and look in your spam or promotions folder if you can't find the email.

Note 5 — Delivery: 3–5 business days, 4–8 in total

The transit clock starts on the ship date, not the order date. Once shipped, delivery takes an estimated 3–5 business days, so the realistic total is 4–8 business days from the moment you order. These are estimates based on carrier performance, not guaranteed dates: weather, carrier backlogs, federal holidays and customs inspections can add time, and standard shipping has no date selection. A delay within or shortly beyond the estimated window isn't a reason to cancel an order — Note 9 covers what we do when a package is late or lost.

Note 6 — Tracking

On the day the package leaves the fulfillment center you'll receive a shipping confirmation with your tracking number. Carriers record the first scan at a sorting facility rather than at pickup, so allow 2–5 business days for the first scan to appear, and expect fewer updates while the package moves between carrier hubs. Tracking that shows nothing for the first few days is normal and doesn't mean the package is sitting still. If it hasn't updated for 10 business days, Note 9 applies.

Note 7 — More than one package

Items ship from the fulfillment center that stocks them, so an order with several items may arrive in separate packages on different days, each with its own tracking number and its own email, at no extra charge. If something seems to be missing after a package arrives, check for a second tracking number before writing to us, and wait until every tracking number shows delivery.

Note 8 — Your address, failed deliveries and refused packages

Check the full name, street, apartment or unit number, city, state and ZIP code before you pay, and add a phone number for the carrier. An incorrect or incomplete address causes more delays than weather, holidays and carrier backlogs put together. Address changes are only possible within the 5-minute window in Note 3; once the carrier has the package, it can't be rerouted.

Packages that can't be delivered because the address was incorrect or incomplete, or that aren't picked up within the carrier's holding period, go back to the carrier's origin facility. This isn't a cancellation or a return. Once the package has reached the fulfillment center again we can reship it at cost, or refund the order minus the carrier's charges for the failed delivery and return.

Refusing a package at the door doesn't cancel your order, and isn't treated as a return: refused packages travel back to the carrier's origin facility, not to our returns center, and often can't be recovered, so a refund can only be considered once a package has actually been received back. If you don't want your order anymore, accept the delivery and follow our Returns & Refunds Policy.

Note 9 — Late or lost packages

If tracking shows the package moving, give it a little more time. If tracking hasn't updated for 10 business days, or your package is more than 7 business days past the estimated delivery window, email us with your order number. You have a contract with us, not with the carrier, so we open the inquiry — you're not required to call the carrier first — and it can take up to 10 business days to come back. If the carrier confirms the package is lost, we send you a replacement free of charge; a refund is only issued if a replacement is no longer available.

Note 10 — "Delivered" but not here

A carrier scan that says "delivered" is evidence, not a verdict: scans land early and occasionally at the wrong house. Check around the property, the mailbox and the usual delivery spot, with neighbors, with others in the household and with a building manager or front desk, and look at the carrier's proof of delivery. If the package hasn't appeared, email us within 7 days of the delivery scan so we can file a claim with the carrier. We look into every case; where the carrier provides proof of delivery to your address (GPS scan, photo or signature), the outcome of the carrier claim determines whether a replacement can be issued. If you added Shipping Protection at checkout, Note 12 applies.

Note 11 — Damaged on arrival

Inspect the delivery when it arrives. If the outer packaging or the item is damaged, keep the packaging and email us within 3 business days of delivery with your order number and photographs of the item, the outer packaging and the shipping label — taken before the box goes out for recycling. The photographs are the basis of our claim against the carrier; without them, or after 3 business days, the claim can't be filed. Confirmed transit damage is resolved by sending you a replacement free of charge, not by a refund (see our Returns & Refunds Policy, "A sixth thing, for a different route: your photos").

Note 12 — Shipping Protection

Shipping Protection is an optional add-on at checkout, shown as its own line before you pay and never included unless you select it. It covers your package against loss or damage during transit, as described at checkout: in those cases we send you a replacement free of charge, without you pursuing a carrier claim yourself.

The Shipping Protection fee is non-refundable once your order has shipped — including if you later return the order or part of it; the service has been provided by then. It's only refunded when an order is canceled within the 5-minute window in Note 3.

Note 13 — Prices, sales tax and duties

Prices are shown in US dollars, and any applicable sales tax is shown at checkout before you pay. The total at checkout is the total you pay — no customs charges, import fees or delivery surcharges are added afterwards. If you receive a message asking for a payment to release a package, it isn't from us: our emails come from an address ending in @plushley.com, and you can forward anything you're unsure about to us.

Customer service

Customer service hours: Monday to Friday, 9:00 AM – 5:00 PM (local time). Closed on Saturdays, Sundays and public holidays. We reply within 2 business days.
Email: support@plushley.com