Shipping policy
Last updated: October 21, 2026
Almost every shipping question we get arrives as an email with one of six subject lines. So this page is organized by those subject lines — what each one means, when to send it, and what happens next — after the basics that don't need an email at all. It applies together with our Returns & Refunds Policy.
No email needed — the basics
Where we ship. Addresses in the United States only; we don't accept international orders and can't forward a package abroad after it ships. If you're not sure the carrier can deliver to your address, email us before ordering and we'll check.
What it costs. Shipping is free on every order, with no minimum. Nothing is added at checkout and nothing is collected at the door; the only line that can be added is optional Shipping Protection (below), and only if you select it. Prices are in US dollars, any applicable sales tax is shown at checkout, and the total at checkout is the total you pay — no customs duties, import fees or delivery surcharges afterwards. A message asking you to pay to release a package isn't from us; our emails come from an address ending in @plushridge.com.
How long it takes. Processing — review, picking, quality check, packing and handover to the carrier — takes 1–3 business days (Monday through Friday, excluding federal holidays; a weekend or holiday order starts on the next business day, and in the weeks around Black Friday and Christmas processing can take up to 2 additional business days). Transit then takes an estimated 3–5 business days from the ship date, so plan on 4–8 business days from order to door. These are estimates based on carrier performance, not guaranteed dates — weather, carrier volume, federal holidays and customs inspections can add time — and a delay within or shortly beyond the window isn't a reason to cancel an order. The processing time is the time the fulfillment center needs to pack your order, not a period during which it's on hold.
What your emails mean. The order confirmation (within minutes) means we've received your order — check the address on it, and look in your spam folder if it hasn't arrived within an hour. The shipping confirmation means the package has left the fulfillment center and carries your tracking number. The carrier generally doesn't scan a package until it reaches the first sorting facility, so tracking can show a "label created" status and nothing more for 2–5 business days; a package can also sit a day or two between scans mid-route. Neither means it's lost.
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 email, at no extra charge.
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. As described at checkout, it covers loss or damage in transit: if either happens, a replacement comes to you free of charge and you don't have to pursue a carrier claim yourself. The fee is non-refundable once your order has shipped — including if you later return the order or part of it. It's only refunded when an order is canceled within the 5-minute window below.
Subject: CANCEL
When to send it: within 5 minutes of placing the order. A confirmed order goes to our fulfillment center automatically and is in 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, and that includes the address. Email support@plushridge.com immediately with your order number and "CANCEL" in the subject line. What counts is the time your email reaches us, and every cancellation is confirmed in writing. A request that lands after 5 minutes isn't a cancellation — that includes a change of heart, finding the item elsewhere and concern about the delivery time — and our reply will be the 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. Refusing or not collecting the package doesn't cancel the order (see "Subject: My address was wrong, or I missed the delivery").
Subject: Where is my package?
When to send it: after 10 business days of silence, or 7 business days past the window. If tracking shows the package moving, give it a little more time — before that, a check tells us exactly what it tells you. Once tracking has been silent for 10 business days, or the package is more than 7 business days past the estimated delivery window, send us your order number. We open the inquiry with the carrier — we do that, not you — and it can take up to 10 business days; you'll hear from us when there's an answer rather than after your next reminder. Should the carrier confirm the package as lost, a replacement goes out to you free of charge; we only refund instead when a replacement is no longer available.
Subject: It says delivered, but I don't have it
When to send it: within 7 days of the delivery scan. First check the mailbox (small items ship in a mailbox-sized package, which is often not where people look), the porch and front door, any safe place you've agreed with your carrier, neighbors, others in the household and the building office or front desk, and look at the carrier's proof of delivery — scans sometimes run a day ahead of the actual delivery or land at the wrong house. If it still hasn't appeared, email us within 7 days of the scan so we can file a claim with the carrier. Every case is looked into; when the carrier produces proof of delivery to your address (a GPS scan, photo or signature), the result of that claim decides whether a replacement can be issued. If you added Shipping Protection, its terms apply.
Subject: My package arrived damaged
When to send it: within 3 business days of delivery. Inspect the delivery when it arrives. If the outer packaging or the item is damaged, keep all packaging and email us your order number with photos of the item, the outer packaging and the shipping label — taken before the box goes out. Those three photos are the basis of our claim with 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, "Route 2").
Subject: Only part of my order arrived
When to send it: after every tracking number shows delivered. Check your emails for more than one tracking number first — a second package is usually on its way. If every tracking number shows delivered and something is still missing, email us with your order number and we'll sort it out under "Route 2" of our Returns & Refunds Policy.
Subject: My address was wrong, or I missed the delivery
When to send it: as soon as you know. Address changes are only possible within the 5-minute window above; once the carrier has the package, neither we nor they can redirect it to a different address. If nobody's home, the carrier leaves a notice or sends a notification and either reattempts, holds the package at a local pickup location for the period stated, or returns it once that period runs out — a period neither you nor we can extend. Packages that can't be delivered because the address was incorrect or incomplete, or that aren't picked up in time, go back to the carrier's origin facility. This isn't a cancellation or a return. When the package is back at the fulfillment center, you can choose between reshipping at cost and a refund of the order minus what the carrier charges for the failed delivery and the return trip. Refusing a package at the door doesn't cancel your order and isn't a return either: a refused package heads back to the carrier's origin facility rather than to our returns center, is often unrecoverable, and a refund is only considered once it has actually been received back. No longer want the order? Take delivery and use Route 3 of our Returns & Refunds Policy.
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@plushridge.com