P.L.A.Y. Shipping Policy
Customers may choose the method of shipping (FedEx or USPS) at checkout. Please indicate your preference in delivery (Next Day, 2nd day, Ground). You are able to see rates quoted and added to your shopping cart. Orders can only be shipped and processed on regular business days as our office and warehouses are closed on major holidays and weekends. Our processing cut off time is 1 p.m. PST. Any orders received after the cut off will be shipped the following business day.
Tracking: Once your order is placed you will receive a shipment confirmation email that includes your tracking information.
Customs, Duties and Other Fees for International Orders: If your order shipped via USPS, shipping charges at checkout already includes destination customs and duties. If your order shipped via FedEx, shipping charges do not include taxes or duty. Customers are solely responsible for any customs, duties, foreign taxes or other fees that his/her country may impose to take delivery of his/her order. In order to comply with export regulations, we are required by U.S. law to declare the exact value of all items ordered and to mark them as dutiable “merchandise.” Declaring less than the true value is both a violation of American law and the laws of most other countries. In addition, we could lose the right to export to your country should it ever be discovered that we were misrepresenting the value. Because we are a retailer, we are prohibited by law from marking your order as “gift,” even if the order is intended as a gift by its recipient. Call your local customs office for details about these charges.
International Orders: P.L.A.Y. has partnered with a trusted third-party company, GlobalShopex.com to fulfill orders for our international customers. Simply put any items you wish to purchase in your shopping cart and choose the "international checkout" option. The items will automatically be transferred to the GlobalShopex cart. You may pay with international credit cards, PayPal and bank wire transfers. GlobalShopex will process your payment and guarantee delivery. Once your order is completed, all inquiries should be directed to GlobalShopex at email@example.com or (786)314-7144.
Questions: Please contact P.L.A.Y. Customer Service at 1-855-300-7529 and we will be happy to help!
P.L.A.Y. Return Policy
P.L.A.Y. wants to ensure your complete satisfaction with all of our products. We are committed to meet and exceed your shopping expectations and value your trust in our goal to provide you with exceptional merchandise. In the event you must return or exchange a purchase please follow the directions below.
Within 30 days of delivery, please contact our Customer Service at 1-855-300-7529 or firstname.lastname@example.org to obtain an Return Merchandise Authorization (RMA). Merchandise must be unused and returned in its original packaging to be considered for a full refund or exchange. We reserve the right to determine whether an item has been used or washed. Please note that original shipping charges are non-refundable.
Your RMA number must be noted on the packing slip enclosed with the returned item. Returns without an RMA number will not be accepted and will be rejected at delivery. Customers are responsible for all return shipping costs. All pet beds, covers and Chill Pads will be subject to a $9 restocking fee. We strongly encourage you to insure the package for loss or damages during shipping as P.L.A.Y. cannot be held responsible if either occurs.
In the event an item was damaged during shipping or sent in error please call Customer Service within 48 hours of receipt to obtain an RMA. In these cases P.L.A.Y. will pay the return shipping charges.
Refunds are not available for custom or personalized orders, discounted orders, or unless otherwise stated at the point of sale. Due to health regulations, P.L.A.Y. is unable to accept an item which has been used, damaged or soiled by your pet after receipt; and for hygiene reasons, toys and Fill-a-Bed's are not eligible for return except for significant manufacturing defect.
For items purchased through a third party retailer (website or store) please contact them directly for return instructions.
Additional Questions: Please call Customer Service at 1-855-300-7529. We will be happy to answer your questions or address any other concerns regarding your order.
Thanks for making P.L.A.Y. part of your lifestyle!