Frequently Asked Questions

My order has a shortage/defective of plush. How do I start my claim?

Please submit your claim to customerservice@calplush.com.

Shortage claims – Please provide the total quantity count per item received along with any reference numbers (i.e. Invoice # or Order #).

Defective claims – Please provide photos and/or videos of damaged/defective products.

Our team will contact you via email regarding any questions. Please allow 2-3 business days for our team to reach out to you and process your claim.

Claims for damaged or missing items must be reported immediately or within 5 days of the receipt of your order. Claims after that timeframe will be ineligible for any refunds or exchanges.

What is the Return Policy?

All sales are final and are not eligible for a refund.

What is the Exchange Policy?

We only accept exchanges for damaged and/or defective items.

Can I cancel my order?

Cancellation is only permitted if our team is contacted within the same day. If order has already shipped, then it cannot be cancelled. Please double check before placing your order.

What payment methods do you accept?

We accept all major credit/debit cards. A 3% card fee will be applied before purchasing.

Will I have to pay Sales Tax?

Sales tax will be collected for orders shipping to the state of California. A Reseller’s Permit is required to waive California Sales Tax. Orders shipping to all other states will not be charged sales tax. 

I want to place a wholesale/high-volume order.

For high volume orders, please contact our sales team to place an order.

I want to make a custom order.

For custom orders, please contact our sales team. Please be ready to send over sample designs and/or design decks. Custom orders must meet the MOQ set by our factory. The production lead time for custom orders can range from 3 – 5 months.

When will my order ship?

While we make our best effort to process all orders within 1 business day, please be aware that orders can take within 1-3 business days to process. A shipping confirmation containing your tracking number (s) will be sent to the email you provided once your order has been accepted for processing.

Shipping time frame:

1-3 business days processing time + ground shipping = estimated delivery time

Where do we ship to?

We offer *free standard shipping U.S. Domestic. We do not ship on weekends or U.S. holidays. For addresses outside of the U.S. domestic, a shipping fee will be applied at checkout.

*Free Shipping applies only to Crane Orders.

My package was marked as delivered but is not here. What should I do?

If your tracking information shows that your order has been delivered but you have not received your items, please contact our team at customerservice@calplush.com. Please include your invoice # and/or order # in the email. Please allow 1-2 business days for our team to reach out back to you by email.

International shipment?

We offer international shipping to most countries. Delivery timeframes and shipping cost are calculated directly with our sales team. Please contact us to inquire about international orders.

Customers are 100% responsible for any additional fees imposed by their respective countries during or after shipping (customs, duties, taxes, etc.).

I put in the wrong shipping address!

If you put in an incorrect shipping address, please contact our team to resolve the issue. If the order has already been shipped, a shipping fee will be applied to reroute the order regardless of free shipping qualification.

We are not responsible for returned packages due to incorrect shipping address issues.