FAQ

Orders & Products

1. What kind of plush toys do you sell?
We offer a range of Sanrio-inspired plush toys featuring popular characters like Cinnamoroll, Kuromi, Hello Kitty, My Melody, and Pompompurin. Each one is soft, detailed, and perfect for gifting or collecting.

2. What sizes are the plushies?
Most of our plush toys are between 8–12 inches, depending on the design. Each product page lists exact dimensions in the description.

3. How do I care for my plush toy?
We recommend spot-cleaning with mild soap and water. Avoid machine washing or drying, as it may damage the stitching or detailing.

4. Do you restock sold-out plushies?
Yes! Popular designs are often restocked. You can join our newsletter or follow us on social media for restock updates.

5. Will my plush look exactly like the photos?
Yes - we photograph every plush in-house, so what you see on the website is what you’ll receive. Slight variations may occur due to lighting or screen display differences.

Ordering & Payment

6. How do I place an order?
Simply add your favorite plushies to your cart, proceed to checkout, and follow the prompts to enter your shipping and payment details.

7. What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, PayPal, and Shop Pay.

8. Can I change or cancel my order after placing it?
We can make changes within 24 hours of your order if it hasn’t been shipped yet. Please email admin@myplushmart.com as soon as possible.

9. Do you offer gift wrapping?
Yes! We offer complimentary gift wrapping on select plush toys during seasonal promotions. You can also add a gift note at checkout.

10. Can I include a personal message in my order?
Of course! Just add your message during checkout, and we’ll include a handwritten note with your plush.

Shipping

11. Where do you ship from?
We ship from our main warehouse partners based in the United States and Asia, depending on the product’s availability and your location.

12. Do you ship internationally?
Yes, we ship worldwide! Delivery times vary depending on your region.

13. How long will my order take to arrive?

U.S. orders: 5–10 business days after dispatch
International orders: 10–20 business days, depending on customs and postal service

14. How can I track my order?
Once your order ships, you’ll receive a tracking number via email. It may take up to 48 hours for tracking updates to appear.

15. What should I do if my tracking number isn’t working?
Tracking updates can take a day or two to sync with the carrier system. If it’s still not updating after 3 days, email admin@myplushmart.com for help.

16. My package is missing or delayed — what should I do?
Please contact us so we can check with the courier. We’ll do our best to help locate your package and make sure you receive your plush.

Returns & Refunds

17. What is your return policy?
You can return your order within 14 days of delivery if it’s unused and in its original packaging. Visit our Return Policy for full details.

18. What if my plush arrives damaged?
Please email us with photos of the item and packaging within 7 days of delivery. We’ll replace or refund your order right away.

19. How long does it take to get a refund?
Once your return is received and approved, refunds are issued within 5–7 business days to your original payment method.

20. Are sale or mystery box items returnable?
Sale items and mystery boxes are final sale and not eligible for return, unless they arrive damaged or defective.