FAQS

- Products
- Orders
- Shipping
- Return
- Payment
Products
Why is CuddlePlushy?
Home is, not just a simple shelter, but a place for memories, emotions, and comforts. To create a space where we feel at peace, where we can build memories with those we love the most, where we feel protected and cozy becomes the inspiration for our brand. We call this feeling CuddlePlushy.
Where are your bath products made?
Our bath collection is made of the finest Pakistan cotton, recognized for its rich history of creating exceptional Towels.
Are your Bath Products OEKO-TEX certified?
Yes! All towels and Robes are STANDARD 100 by OEKO-TEX®. OEKO-TEX tests for harmful substances which are prohibited or regulated by law and chemicals which are known to be harmful to health. They also test for color fading and acidity as a precautionary measure to safeguard health at every stage of production.
Do you offer organic products?
Our products are not certified organic because the organic label does not ensure that an item is non-toxic. Items made of fibers grown organically – but then processed with toxic chemicals – may still carry the organic certification label. Instead, we adhere to the OEKO-TEX certification, which surpasses all other standards in safety and environmental protection.
How do I launder my Bath products?
Our bath products should be machine washed on cold and tumble dried on low. We recommend washing with like colors and avoiding contact with household or personal care products that contain bleaching agents.
We do not recommend fabric softener for towels, as it reduces the absorbency.
How can I avoid discoloring my new towels?
Our towels are free of harmful synthetic dyes, making them safer for you and healthier for the planet, but more susceptible to discoloration when exposed to certain harsh chemicals. If you’re following a skincare routine that includes ingredients such as benzoyl peroxide, we recommend white towels.
Chemicals to avoid include (but are not limited to): bleaching materials, sodium hypochlorite, hydrogen peroxide and benzoyl peroxide (commonly found in acne medications, anti-aging creams, hair-dye products, teeth whitening systems and more).
How should I care for my towels?
Visit our Care Page for information on how to care for your CuddlePlushy bath items.
Orders
How do I cancel my order?
The first thing to do is send us an email support@cuddleplushy.com with all the necessary information or give us a call (email is preferred) stating you wish to cancel your order.
We cannot cancel orders which have been shipped out. In other words, once you receive our shipment notice, the order cannot be canceled. Then please wait for your package to arrive and you may either keep it or contact us for return/exchange. You will have to be responsible for the postage required to send the original item to our collection warehouse. In the case of a return, your payment will be refunded to you after we confirm the reception of the order at our collection warehouse.
The product I want is sold out! When will it be back?
We always try our best to keep our customers in the know, so if an item is sold out and we have the projected restock date, the date will be on the product page. If an item is marked as sold out without a date listed, we do not have a projected restock date.
Typically, essential colors and patterns will be restocked and the date will be added as soon as we have it. Limited edition colors and patterns will not be restocked.
How do I modify the items in my order?
If you would like to add, change, or upgrade the items in your order, the best course of action will be to send us an email support@cuddleplushy.com with all the necessary information or give us a call (email is preferred) stating you wish to modify the items in your order.
We cannot modify orders which have been shipped out. In other words, once you receive our shipment notice, the order cannot be modified. Then please wait for your package to arrive and you may either keep it or contact us for return/exchange. You will have to be responsible for the postage required to send the original item to our collection warehouse. In the case of a return, your payment will be refunded to you after we confirm the reception of the order at our collection warehouse.
Why are there taxes charged on my order?
Several states have passed legislation to charge taxes on online orders entering their state. This is determined and applied by each individual state.
You may see the taxes on your online purchases listed as State Tax, County Tax, City/Municipal Tax, or Special Tax. These taxes are specific to your shipping address and are imposed by your state and local governments.
We do understand there is some confusion over these charges, and we want to assure you, we would never impose any unnecessary fees. We strive to provide the best possible experience for our customers; however, we have no control over these taxes.
I ordered your products as a gift. Are there prices in the box?
Not to worry! We do not include any pricing details in the box containing your order. All billing information is communicated via email.
If you'd like to add a personalized touch to your gift, you can choose to add a gift note at checkout. :)
What's the status of my order?
To track your order, please set up an account at checkout. This allows you to log in and receive the most up to date information on your order.
How do I track my orders?
After the order ships out, you will receive a shipment email with the tracking number provided.
If you have not received an email about your order being shipped within 2-5 business days of the date you place your order then please contact support@cuddleplushy.com for further assistance.
How long will it take my order to arrive?
We typically ship your order within 1-2 business days.
Shipping usually takes 3-7 business days for most countries. Your order will arrive within below delivery estimates based on your location and selected shipping speed.
A tracking number will be sent to you by email if items shipped out.
I placed an order on your website but I can’t see it in my account when I log in, why is that?
The reason for this is because you used our express checkout feature which allowed you to pay for your order without logging into our website. Since our ordering system has no way of knowing which account to associate your order with if you don’t log in, it cannot put the order on your account.
Why didn't I get an email about my order being shipped?
Our shipping notification email is sent out automatically by our ordering system once your order has been shipped out. If you did not receive an email, you may have entered your email incorrectly or it could have sent to your spam folder.
It normally takes 1-2 business days for us to process your order before sending your package out. If you have not received an email about your order being shipped within 2-5 business days of the date you place your order then please contact support@cuddleplushy.com for further assistance.
I have signed up for your newsletter but I haven’t received the code yet, when can I get some coupons?
You can sign up for our newsletter either from the pop-up window or at the bottom left of the page. After entering your email, a pop-up message will show you the code. Please apply this code at checkout. If you have not received your email, please check if you enter the correct email or if it went to the spam folder
Shipping
Is there any possibility to offer customer free shipping?
Unlock free shipping through subscribing our email for the first time purchase.Free shipping on orders $40+ in the future orders.
What are your shipping methods and how long do they take?
We normally ship with DHL, FedEx, USPS or, TNT, depending on your location.
Orders generally take 1-2 business days to process before they are shipped. The shipping process itself normally takes 3-7 business days.
You can track your package by your tracking number via the link below.
For expedited delivery or next-day delivery, please contact our customer service first to check the options.
Where to track my order?
You can track your order by the tracking number in your shipping confirmation email.
Can I change my shipping address?
Please email us at support@cuddleplushy.com first to submit your ‘changing address’ request.
Generally, we can only update your shipping address before shipment. To ensure that your package can be properly delivered, please ensure that your address is complete and correct with all information including apartment/suite/room numbers.
We are unable to cancel an order after shipment. Please keep an eye on your order status to make sure you can receive your order.
Do you ship internationally?
Currently, we can ship to the continental U.S. and most international countries. All orders over $40 ship free. However, for remote areas, there might be additional shipping charge because the delivery services are only limited to certain carriers which make the package hard to deliver in some countries.
Please kindly noted that P.O. Boxes and military addresses (APO, FPO) cannot be delivered.
What can cause delays on my order?
The most common factors may cause to the delay are as following:
1) Misspelled, incomplete, or outdated address when the carrier fails to deliver the package.
2) Unforeseen circumstances at the local post office, postal strikes, customs clearance, or weather.
3) The carrier may take 1-2 business days to register and receive parcels. This will affect your shipment status.
4) Public Holidays in your location and ours can also cause delays during the processing time.
Do I need to pay the duty?
All orders are shipped duty-paid to ALL parts of the world. If you get hit with a bill for import duty, send it to us and we’ll pay it.
Return
What is your exchange & return policy?
To be eligible for a return or an exchange, your items must be:
1. Unused and in the same condition that you received it.
2. Original Packaging. (All orders must be returned in their original packaging to receive a full refund. Used items are not eligible for a full refund.)
3. Responsible for your own shipping cost 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.
Do I need to pay for shipping?
1. 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.
2. We will refund the full cost of the merchandise and shipping charges if the return is a result of our error or defective product.
3. Please use a trackable shipping method, as we cannot be responsible for missing incoming deliveries.
When will I receive my refund?
1. If you return an item for an exchange, your replacement will be dispatched as soon as possible, usually within 7 business days.
2. If you requested returns, refunds are processed within 7 days of receiving the return item(s). Refunds will be returned only to the original form of payment.
3. If you are returning item(s) which was purchased using a voucher code, only the final paid price (after discount) will be refunded.
4. Free gifts are not eligible for return or exchange.
How to receive a faulty refund or exchange?
If you received defective, incorrect, or incomplete merchandise, please email us at CuddlePlushy.com within 14 days of delivery for replacement, and please include your order number, and any details about the issue you’re experiencing in your message. We'll work with you to make it right!
Why haven’t I received my refund?
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 CuddlePlushy.com.
Payment
Is your payment method safe?
Yes! Please rest assured that CuddlePlushywill warrant that your information including the sensitive information submitted by you is protected both online and off-line. While you are making the payment, the page is secure, encrypted and protected with encryption software, SSL.
What methods of payment do you accept?
Our accepted payment methods are as follows:
PayPal, Visa, MasterCard, American Express, JCB, Diners Club, and Discover.
-If you have a PayPal account, you can pay your order via your PayPal account.
-If you don't have a PayPal account, you can also pay via PayPal with your credit card or bank debit card.
Payment can be submitted in US Dollars, Euro, British Pound Sterling, Canadian Dollar, and Australian Dollar.
If you don't want to use any of the above, you can also order by email. Please email us product details, such as product name, color, size, and your personal information, e.g. your name, shipping address, telephone and email address. Our customer service staff will help you settle the payment through the PayPal system. A bill from the PayPal system should be generated and sent to you.
Why am I being asked to authorize my order?
Detailed personal information may be required to authorize your order. If you have been asked to authorize your order it has been randomly selected and placed on hold by our fraud prevention team for further verification. It is our responsibility to protect our shoppers from any unwanted billings. If the order has not been authorized after one week, we are forced to believe it is fraudulent and the order will be subject to cancellation without further notice.
Why was my payment declined?
If you have trouble paying via credit card: Please check the details of your card information to make sure they are correct, including the expiration date, cardholder name, security code on the back of your card as well as the billing address. Please ensure that you have not reached the card limit or your card is not suspended by the bank for a review. In the case that your payment is still refused, we suggest you try a different card or pay us via PayPal.
Why was I charged for customs and import duties?
Your order may be subject to import duties and/or taxes, which are levied once your package reaches your country. Please kindly provide us with the payment receipt and we will compensate our customers for customs charges. The price quote for duties is determined by the destination customs authority.
In the event that the buyer refuses delivery of the shipment, the buyer is responsible for payment of all return duties and taxes; in this case, return shipping charges will be billed to the buyer's method of payment. Shipping fees are not refundable for undelivered shipments or refused shipments.
Do you have any coupon codes?
Yes, if you sign up to our newsletter on the bottom of our homepage you will receive a pop up message with a coupon code.
Can I use more than one coupon code?
No, our website only allows the use of one code per transaction so please use the code with the best discount /offer at the checkout.
What if I forgot to add my promo code at checkout?
If you forgot to add your promo code at checkout, please email us at support@cuddleplushy.com with your order number and offer details. We will work to find the best solution for you!