Customer CarePlasticland is a small independent online boutique. We take pride in offering a fun and unique selection of fashionable products while providing a smooth online shopping experience. We do our best to make sure you are absolutely thrilled with us and LOVE your order! If you have any questions, try checking the list below (you might save yourself a minute or two!), and if you can't find an answer to your question, please contact us and we will be happy to help. Our Email: Send us an email here Our Mailing Address: General Questions
Ordering Questions
Shipping Rates & Questions
Returns & Exchanges
Privacy & SecurityAnswers:General QuestionsDo you have a 1-800 number that I can call?We are a small independent company with no phone operators. Being online only, we handle all customer service inquiries via email. We try our best to respond to all emails within 24 hours. If you have a question about the site, your order, or an exchange, please review our help section first to see if your question has already been answered. The color that I received looks different from the picture!All computer monitors show color differently. We calibrate colors to appear accurately on our monitors, but we cannot guarantee that the color will appear the same on your screen. If in doubt, please refer to the product description for additional color information. I have a question about the sizing and fit of a specific item!We know shopping online for clothing can be difficult, that's why we provide as much information as possible in the product description. We recommend using our size chart as a general guide for sizing along with the information from the product page. If you still are unsure, please contact us and provide us with your measurements. What if an item is sold out?Since we are a small boutique with a hand-picked product selection, popular items may sell out quickly or be on backorder. If a product is showing as "unavailable", be sure to enter your email address on the product page to let us know you're interested and we'll notify you as soon as we get more in stock. Can you special order an item or size for me?Unfortunately manufacturers require a minimum order of at least 6 pieces per style, so we cannot order just 1 piece. If it is a popular item, it may already be on backorder - so if the item is showing as "currently unavailable" on the site, be sure to submit your email address in the box on the product page to be notified when it is back in stock. Who do I contact about media requests?We welcome all media requests, please send us an email and we will respond promptly. We also offer an editorial mailing list, to which we only send emails when we receive new merchandise. How can I support your shop?Plasticland customers are the best, and we would LOVE your support! You can sign up for our mailing list, subsribe to our blog feed, friend us on MySpace, or join our Facebook group. Thanks for thinking of us! Do you sell wholesale?Sorry, but we do not sell wholesale. Ordering QuestionsI'm having trouble or getting errors during checkout!Here is a list of common error responses and how they can be fixed:
If none of the above answer your questions, or you are still experiencing problems, please email us for help. Do I have to use a credit card to pay for my order?In addition to credit cards, we also accept Do you accept international orders?We currently ship to the following countries*: Austria, Australia, Canada, Denmark, Finland, France, Germany, Greece, Hong Kong, Iceland, Ireland, Italy, Japan, the Netherlands, New Zealand, Norway, Portugal, Spain, Sweden, Switzerland, the United Kingdom, and the United States. We only accept international payments via PayPal. If you live in one of our approved countries and would like to make a purchase, you can place your order in the following manner: During checkout, select PAYPAL in the "Pay With" menu. After pressing the "Place Order" button at the end of checkout, you will be taken to a Paypal payment screen where you can either use your existing Paypal account to submit payment, or continue without a Paypal account and use your credit card to pay. How do I buy a Plasticland gift certificate?Gift certificates are available ranging from $25-$200 and can be ordered online. You will not be charged tax (if applicable) or shipping & handling when ordering a gift certificate. There are no shipping & handling charges for the emailing of gift certificates. If you are interested in purchasing a gift certificate, please click here. Shipping Rates & QuestionsWhen will my order arrive?Small and lightweight orders (under 2-lbs.) are shipped via USPS Priority Mail - estimated delivery is 5 business days from time of order. Bulkier orders are shipped via UPS Ground Service - estimated delivery is 7-10 business days from time of order (please note that UPS does not deliver on weekends or holidays). We ship packages Monday - Friday. Orders received during the week are processed and shipped within 48 hours. Orders received after 1pm on Friday, and anytime Saturday or Sunday, will be processed and shipped the following Monday. Please see the rate table below for express shipping options. International Orders: please allow the following full business shipping days for your package to arrive (weekends and holidays excluded): allow 14-21 days for delivery to Canada; 16-30 days for delivery to all European countries; and 30 days for delivery to Australia or Japan. International items that weigh over 4 pounds may take up to 45 days to reach their destination due to shipping restrictions and customs delays. We do not offer express delivery to international addresses. What does shipping cost for U.S. customers?Orders over $100.00 receive FREE UPS Ground shipping* (excludes orders shipped outside the U.S.). We also offer express shipping options for an additional fee - see our shipping chart for more info.
Packages that are shipped via UPS are fully insured and can be tracked online. Packages shipped via USPS may not include insurance. Once the package is given to USPS, the item becomes that carrier's responsibility, and Plasticland is no longer liable. What does shipping cost for international customers?For a list of the countries we currently ship internationally to, please read this question. If your order includes heavy or bulky items (such as shoes, large handbags and some metal or ceramic home decor items), your shipping charge will be higher than the standard international rates listed below. Additionally, if the actual shipping rate from USPS exceeds what you were charged, we will notify you via email and sent a separate Paypal invoice to cover the additional shipping expense. Please Note: The shipping charges shown below do not include import duties and taxes which may apply to your order. These fees are determined by your country. We have no control over these charges and cannot predict what they may be. Customs policies, import taxes, and duty fees vary widely from country to country, so if you have questions, please contact your local customs office. Standard International Shipping:
International Shipping for Bulky Items:
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| Merchandise Total: | Shipping to Canada: |
Shipping to Europe, Australia & All Other Countries: |
|---|---|---|
| Up to $25.00 | $12.95 | $25.95 |
| $25.01 – 75.00 | $19.95 | $29.95 |
| $75.01 – 125.00 | $26.95 | $33.95 |
| $125.01 – 175.00 | $33.95 | $40.95 |
| $175.01 and Up | 20% of total | 30% of total |
| * Depending on weight and shipping fee paid, International orders are either shipped via USPS Priority Mail or USPS First Class Mail. We do not offer tracking for International orders shipped via First Class Mail. | ||
Privacy & Security
How safe & secure is shopping at Plasticland?
The safety and security of our customer's information is of the utmost importance. For details on our privacy and security practices, please read our Privacy Policy
Returns & Exchanges
We want you to be happy with your purchase, and we are ready to help with any questions you may have. Please contact us with any product questions before you place your order.
If you are not happy with an item, you may return or exchange it*. Please scroll down for more information on how to complete a return. All returns must be accompanied by a RA# (Return Authorization). Returns and exchanges will only be accepted for items that HAVE NOT BEEN WORN, ALTERED OR WASHED, and are in PERFECT, BRAND NEW CONDITION.
* See below for a list of items that cannot be returned.
PLEASE NOTE: The original shipping and handling charges are non-refundable. If no shipping was charged, we will issue your refund or credit code for the price of the item(s) less a 9% restocking fee to recover our initial shipping and handling cost (the restocking fee only applies to returns, not exchanges). In rare instances where item(s) need to be returned due to a mistake on our part (example: mis-shipments of goods, or flawed merchandise), the return will not be subject to a restocking fee.
INTERNATIONAL ORDERS: Exchanges are allowed on International orders. However, due to the high cost of shipping internationally, we require you pay the shipping charge for the exchanged item to be re-shipped to you.
How do I request a return or exchange?
To make sure that your item is eligible for return, please read our entire Return Policy prior to sending your request. Return requests must be submitted within 4 days after your order is delivered to your shipping address.
To request a return authorization, please Contact Us with the following information:
- Your Full Name,
- Your Order #,
- The item number for the product you would like to return,
- The reason you would like to return it,
- And let us know if you would like a Plasticland Credit, Exchange, or Refund - If you do not specify one of these options in your return request, you will be issued credit code when we receive your return.
What items cannot be returned?
- All Clearance items are Final Sale and cannot be returned or exchanged.
- Lingerie, Swimwear, Body Jewelry (including earrings), Cosmetics, Books, and products handmade by Artists are all final sale items and cannot be returned or exchanged.
- Items that have been worn or washed are no longer new and are NOT eligible for return.
- Items that SMELL (from smoke, body odor, etc), or are UNCLEAN (with deodorant marks, covered in pet hair, make-up stains, or dirt/dust scuffs, etc.) are NOT in new condition and are NOT eligible to be returned. Please be sure to remove make-up and/or deodorant prior to trying items on in order to avoid making marks on clothing. PLEASE NOTE - Items that are returned unclean or with odors will either be refused, or will be subject to a 50% restocking fee. We do not sell used products!
- Please be sure to keep all packaging intact when opening your package. Items must be returned in their original packaging exactly as you received them. Items with missing tags, bags, or boxes will not be accepted back.
How do I complete the return?
All returns must be authorized. DO NOT return anything without contacting us first to receive an RA # (Return Authorization). Please see above for instructions on requesting a Return Authorization. Packages returned without a RA # will be refused.
Please make sure that your item is eligible for return. See above for a list of items that cannot be returned. Items that are returned without meeting these requirements may be subject to refusal or re-stocking fees.
* We must receive the item back at Plasticland within 10 days after your return request is approved. Returns which are received later than 10 days after approval are subject to a 50% restocking fee.
Please follow these steps when preparing your return:
- Repackage your return in the EXACT packaging that you received it in - Including any plastic bags, plastic wrap, or boxes. If you are returning shoes, the shoe box must be included and undamaged. If any packaging is missing your return will be subject a 15% restocking fee - no exceptions.
- Enclose a copy of your invoice in the package. If you are making an exchange, please write your exchange request on the invoice.
- Write your RA# number in bold ink on the outside of the package. Packages received without a clear RA # will be refused.
- Seal your package securely with tape. An empty box = no refund.
- For your protection please get insurance and delivery tracking for your return package. We are not responsible for items that are lost or damaged while in route to us.
- Return shipping is at your own expense, except in instances where item(s) need to be returned due to a mistake on our part (example: mis-shipments of goods, or flawed merchandise). All return shipping charges must be prepaid. We will not accept C.O.D. deliveries.
- Ship the return package to:
Plasticland Returns Dept.
Box #382
3100 Independence Pkwy, Suite 311
Plano, TX 75075
When will I receive my exchange or refund?
Please allow at least 2 weeks, from the time you mailed us your package, for us to receive and process your return or exchange. When we receive your return we will thoroughly inspect the item(s). If everything complies with our return policy, your Credit, Exchange, or Refund will be processed within the following amount of time:
- Credit Codes will be issued via email within 48 hours of our receipt of your return. The credit code will be sent to the email address that was used to make the original purchase.
- Refunds will be processed within 5 days of our receipt of your return. Refunds will be submitted via whatever method was used to pay for the original purchase, and we will email you when the refund has been sent.
- We will do our best to fulfill exchanges; however, we cannot guarantee that the requested
item(s) will be in stock when we receive your return. If we no longer have the item for which you would like to make the exchange, we will send you a notice via email.
To find out if your returned merchandise has been received, please wait at least 16 business days and then send us an email including your order number (located at the top of your printed invoice or emailed order confirmation) and your billing name & address. You will receive a reply via email.
Can I cancel my order?
Any order can be cancelled prior to shipment. To ensure that we receive your request prior to shipping, we must receive an email containing your request to cancel the order within 45 minutes after the order is placed. Cancelled orders are subject to a 5% processing fee which will be charged to the credit card that you used to place the order.
Undelivered Packages
Orders that have been returned to us due to an incorrect address will be handled in a timely manner by our customer service department. If PLASTICLAND has made the error, we will re-send the shipment to the correct address at no cost to you. If the person who placed the order made an error in the shipping address, or never claimed the package, they will need to pay the cost of re-shipping the package. If we cannot contact the person who placed the order within 10 days of receiving the Undelivered package back, the package will be treated as a refused shipment (see "Refused Shipments" for more info).
Refused Shipments
Once an order has shipped it is considered to be a completed transaction and is subject to our standard return policy. Refusing a package does NOT entitle you to a refund. Refused packages are subject to a 20% restocking fee** plus the cost of shipping and handling. When we receive the refused package back, a ShopPlasticland.com credit code will be issued via email for the remainder of the purchase total.
**The restocking fee covers the costs that we have incurred during the fulfillment of your order, including but not limited to: merchant processing fees, wages, transportation fees, inventory shortage, and materials.
Holiday Extended Return Policy
We offer an extended return policy for all holiday orders - starting the day after Thanksgiving until December 20th. Purchases made within this timeframe may be returned anytime before January 5th (please follow the standard return process). All other return policies and/or restrictions do apply.
Governing Law
Transactions between the customer and us shall be governed by and construed in accordance with the laws of the state of Texas, without regard to the laws regarding conflicts of law. Any litigation regarding this agreement or any transaction between customer and us shall be brought in the state or federal courts located in Dallas, Texas and the customer hereby agrees and submits to such jurisdiction and venue as proper.
We take internet fraud VERY seriously. All suspicious purchases, attempted purchases, and other apparent fraudulent activities will be reported to the FBI, and local police. If a purchase is found to be fraudulent, we will prosecute to the full extent of the law. No Exceptions!
