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Customer Service & FAQ's
Contact Us
By Phone: Call toll-free 800-800-BEAR (800-800-2327)
By Fax: 508-267-0064
By e-Mail:
sales@PlushBuddies.com -- Product questions and suggestions
service@PlushBuddies.com -- Account and service questions and comments
By Mail:
Plush Buddies
Suite 15
910 Sherwood Drive
Lake Bluff, IL 60044-2233
1-847-295-8899
(Administrative office)
Gift Wrap Service
Is your Plush Buddy a gift? We will happily gift wrap it for you! Simply select our Gift Wrap Service at checkout, and your item will be wrapped in an all-occasion paper and tied with a coordinating bow. A gift card with your personalized greeting is included in the $5.00/item gift wrap charge.
Order Processing
We make every effort to process and ship your Plush Buddy the day we receive your order. Orders received and processed Monday - Friday by 3:00 p.m. CST will be shipped the same day. Orders received after that time will be shipped the following business day. Occasionally, we might be out of stock on your requested item, which can delay shipping by up to three days.
Shipping
Shipping Costs
We offer free standard shipping on orders of $75 or more to a single address within the United States. To receive free shipping, please enter the coupon code ship4free at checkout.
Your shipping cost is calculated at checkout and is determined by the actual size and weight of the item/s you order. You can check shipping charges by using the shipping calculator.
Our default shipping method is UPS Ground, or USPS Priority Mail (for delivery address unavailable to UPS, such as P.O. Boxes and to Hawaii & Alaska)
We offer three types of expedited shipping via UPS - 3-Day Select, 2nd Day Air, and Next Day Air. To see costs for these methods, and standard Ground Shipping, please use the shipping calculator. In addition, Express Mail through the U. S. Mail is available for those addresses unavailable to UPS, such as P.O. Boxes or APO/FPO addresses. Please note that mailed packages cannot be tracked.
Orders are shipped and delivered Monday-Friday only. For example, customers selecting 2nd Day Air on Thursday will receive their Plush Buddy the following Monday.
If a package must be received on Saturday, UPS Next Day Saturday Delivery is available to most areas for the UPS additional $17 Saturday delivery fee in addition to the regular Air shipping cost.
We regret that we currently cannot ship outside the United States and Canada. We ship to Canada using UPS Canada Standard Ground Delivery only.
Shipment Tracking
We will automatically email you tracking information on packages shipped via UPS. You can use the tracking number to see exactly where your package is by visiting the UPS Web site. Only delivery confirmation is available on packages shipped via the U.S. Mail.
Our Satisfaction Guarantee
Plush Buddies wants you to be 100% satisfied with your order!
If you are not satisfied with the product that you ordered, call, email, or fax our Customer Service Department and you will be issued a Return Authorization number (RA).
Call Toll Free: 1-800-800-BEAR (2327)
Fax: 1-508-267-0064
email: service@PlushBuddies.com
If the return is within 30 days of when we shipped it to you, you will receive your choice of a full refund, credit or exchange, less the cost of shipping. Your full refund or credit will be issued after we receive the returned merchandise, complete with its tags and in the same new condition in which it was shipped to you.
If the return exceeds 30 days after your order was shipped, we will strive to correct any issues and leave you satisfied with your order!
If possible, items should be returned in their original packaging with a copy of the original packing list.
We are not responsible for items that are lost or damaged in the mail on the way back to us.
After 30 days we offer at least the following options:
- Store credit upon receipt of returned merchandise and a 15% restocking fee will be charged.
- Exchange of merchandise for other products, plus handling and insurance charge.
For damaged shipments we offer these options:
- An exchange replacement of the merchandise, with shipping free of charge, or;
- Full refund or credit upon receipt of returned merchandise.
Safe Shopping Guarantee
At Plush Buddies, protecting your information is our first priority. We use a Secure Sockets Layer (SSL) technology to safely guard your information. SSL encrypts all personal information including your credit card number, name and address. Your encrypted information can only be decoded by Plush Buddies. For further information, please see reference our Security Policy page.
Should you decide not to order through our secure servers, telephone, mail, and fax order completion options are available as well.
Plush Buddies offers links to the Websites of related friends and colleagues in the industry. We will make every effort to link only to sites that meet similar standards for maintaining each individual's right to privacy and security. However, many other sites that are not associated or authorized by Plush Buddies may have links leading to www.PlushBuddies.com. Plush Buddies cannot control these links and is not responsible for the content or security of any site linked to or from the Plush Buddies site.
The Plush Buddies Shopping Experience
Pricing and Availability
At Plush Buddies, we want you to feel comfortable placing an order with us. To that end, we will provide you with all of the information you need before you place your order. This includes shipping options, methods, and costs; itemized cost per product and order subtotal; insurance and handling charges; sales taxes; and the total amount of the order.
Once your order has been placed, Plush Buddies will not charge you until the order has been completely fulfilled, via shipment from our warehouse. If for any reason the product you have ordered was listed on the Plush Buddies site as "In stock and ready to ship" and is not available, we will contact you as soon as possible via phone or e-mail. You will have the option to wait until the product is in stock, receive a substitute product that is functionally equivalent, or cancel your order without charge.
Product Warranties
Plush Buddies is a distributor of major national and international brands of products. The manufacturer's warranty, if available, applies to the products we sell. Plush Buddies does not provide any additional warranties.
Forms of Payment
Plush Buddies provides many convenient options for payment.
Customers can pay by credit card online using Visa, MasterCard, Discover or American Express. Customers can also pay using their PayPal account, with which customers can choose to pay from a checking or savings account.
Plush Buddies uses Secure Sockets Layer technology to ensure security. See the section above on security for further information.
Plush Buddies stores only your billing and shipping contact information on our web servers. This measure provides you with further security.
Plush Buddies complies with all federal, state, and local sales tax laws. Customers are responsible to pay for sales tax, where applicable.
FAQ's
Can I call in my order rather than placing it online?
Absolutely! Feel free to call us whenever you like! Our experienced team of Plush Specialists can help you select the ideal Plush Buddy. Call us Toll Free at 1-800-800-BEAR (2327) from 9:00 a.m. - 5:00 p.m. CST Monday - Friday.
When will you ship my order?
We make every effort to process and ship your Plush Buddy the day we receive your order. Orders received and processed Monday - Friday by 3:00 p.m. CST will be shipped the same day. Orders received after that time will be shipped the following business day.
How long will it take to receive my Plush Buddy?
That depends entirely on the method of shipping you choose. We offer standard UPS Ground shipping, UPS 3-day Select, UPS 2nd Day Air, and UPS Next Day Delivery. Expedited shipping methods are subject to additional charges. To help you decide which shipping method to use, visit the UPS Time-in-Transit calculator.
Do you offer gift wrapping?
We will happily wrap your Plush Buddy Gift! Simply select our Gift Wrap Service at checkout, and your item will be wrapped in an all-occasion paper and tied with a coordinating bow. A gift card with your personalized greeting is included in the $5.00/item gift wrap charge.
How much does shipping cost?
We offer free standard shipping on orders of $75 or more to a single address within the continental United States. To receive free shipping, please enter the coupon code ship4free at checkout.
Your shipping cost is calculated at checkout and is determined by the actual size and weight of the item/s you order. You can check on your shipping charge at any time by using the shipping calculator. For more information on shipping, please click here.
How will I know when my order has been shipped?
We will email you a confirmation as soon as your package ships. We'll be sure to send you a different email for each package, so you know every shipment that we send out for you.
How can I track my order?
We'll send you the tracking number, automatically! For all orders that you have shipped by UPS or FedEx, we'll automatically send you a tracking number. You can go to the UPS or FedEx Websites and enter your number to see exactly where your package is located. Only limited delivery confirmation is available on packages shipped via the U.S. Mail.
Do I have to pay sales tax?
Only if we ship your package to an Illinois address! Since our only location is in Illinois, we are required to collect sales tax only when we deliver products to an Illinois address.
Do you offer discounts on large quantities of Plush Buddies?
Yes! Plush Buddies welcomes business and volume purchase accounts. We'll be pleased to discuss your quantity requirements and provide personal quotations for any project or account.
Is it safe to use my credit card for purchases?
Yes! Here's what Yahoo! has to say about it:
"Yahoo! Shopping uses secure servers to protect your personal information, including your name, address, and credit card information. We use the Stronghold secure server, currently the second-best selling secure server software and, in our opinion, the best product technically. It supports industry-standard 128-bit SSL encryption.
"When you enter your credit card number into the order form, it is transmitted across the Internet in an encrypted (scrambled) form and not decoded until we receive it. For added security, we also encrypt the credit card number when it is stored on disk and when we forward it to the merchant."
Shopping online is considered fairly low-risk. According to CNN, "The prevalent opinion... is that online credit card use is actually no riskier for consumers than traditional 'low-tech' transactions." You should feel as safe as you would using a credit card in a store or restaurant, if not more so.
Can I change or cancel an order once it's been placed?
As long as we haven't shipped your order, you can cancel or change it. If the package has already been shipped, you can return it to us in accordance with our Return Policy.
How do I return an item?
While Plush Buddies strives to make sure you are 100% satisfied with your order, occasionally there are errors that need to be corrected. Plush Buddies will accept returns according to our Satisfaction Guarantee.
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Copyright 2009 Plush Buddies / Bearly Friends, LLC. -- All World Rights Reserved.
This is the Web site of Bearly Friends, which is not an affiliated company of Gund, Inc.
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and GUNDGifts are registered trademarks of GUND, Inc. All designs copyrighted Gund, Inc.
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