Customer Care

Plasticland 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:
Plasticland
3100 Independence Pkwy
Suite 311, Box #382
Plano, TX 75075
(Note: We do not have a storefront!)

General Questions

• Do you have a 1-800 number that I can call?
• The color that I received looks different from the picture!
• I have a question about the sizing and fit of a specific item!
• What if an item is sold out?
• Can you special order an item or size for me?
• Who do I contact about media requests?
• Can I support your shop by linking to you?
• Do you sell wholesale?

Ordering Questions

• I'm having trouble or getting errors during checkout!
• Do I have to use a credit card to pay for my order?
• Do you accept international orders?
• How do I buy a Plasticland gift certificate?

Shipping Rates & Questions

• When will my package arrive?
• What does shipping cost for U.S. customers?
• What does shipping cost for international customers?

Returns & Exchanges

• What is your return policy?
• How do I request a return or exchange?
• What items cannot be returned?
• How do I complete the return?
• When will I receive my exchange or refund?
• Can I cancel my order?
• Undelivered Packages
• Refused Shipments
• Holiday Extended Return Policy

Privacy & Security

• How safe & secure is shopping at Plasticland?

Answers:

General Questions

Do 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 Questions

I'm having trouble or getting errors during checkout!

Here is a list of common error responses and how they can be fixed:

• Error: "Your billing information does not match your credit card" - Make sure you are typing your billing address exactly as it appears on your credit card billing statement. All spelling, abbreviations, capital letters, and punctuation should perfectly match what you see printed on your statement.
• 
  (Click to enlarge image)
  Error: "Unable to verify card ID number." - The card ID number is the 3 digit code on the back of your credit card (the last 3 numbers above the signature panel).
• Error: "Invalid expiration date. Must be in MMYY format." - The expiration date needs to be entered in a two digit month and two digit year format (ex. August 2009 would be 0809).
• Error: "Merchant does not accept transactions from (Country)" - If you are an international customer, please be sure that you are choosing the "International Checkout" button on the Shopping Cart page, all orders are processed through International Checkout.
• PAYPAL Payments - Please be sure to click every "Continue" button, including the very last one that appears after you have submitted your Paypal payment. This will ensure that all information regarding your order is properly sent from Paypal to our web site. When you are finished you should end up back at ShopPlasticland.com. If the Paypal window is closed too early, or the last continue button is not clicked on, we may not receive your order.

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 payments from accounts with a confirmed address. 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 Paypal.com to pay for your order, and upon completing payment at Paypal, you will be returned to our site which will submit your order. We cannot accept personal checks, cash or money orders for purchases.

Do you accept international orders?

Yes, we do! International ordering is safe and secure with fast delivery, full insurance and tracking. Plasticland has partnered with a trusted third-party company, International Checkout to fulfill orders for all of our International customers.

Simply put the items you wish to purchase in our Shopping Cart and choose the "International Checkout" option. Your items will be transferred to International Checkout for processing. You may pay by International credit card, PayPal or bank transfer. International Checkout will process your order, including billing, shipping and customer service. Once your order is completed, all inquiries should be directed to International Checkout at cs@internationalcheckout.com.

 

Shipping Rates & Questions

 

When will my order arrive?

We ship packages Monday - Friday. Orders received during the week are processed and shipped within 48 hours of your purchase. 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.

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.

International Orders
Average transit times, assuming normal customs clearance, are as follows:

	Standard Shipping	Priority Shipping
Canada	7-9 business days	4-5 business days
Asia	7-9 business days	6-7 business days
Western Europe	7-9 business days	5-6 business days
Middle East	8-10 business days	6-8 business days
Australia/New Zealand	8-11 business days	6-8 business days
Eastern Europe	8-11 business days	5-8 business days
Africa	8-11 business days	5-8 business days

What does shipping cost for U.S. customers?

Packages that are shipped via UPS are fully insured and can be tracked online. Packages shipped via USPS include delivery confirmation. Once the package is given to the shipping carrier, it becomes that carrier's responsibility, and Plasticland is no longer liable.

What does shipping cost for international customers?

Plasticland has partnered with a trusted third-party company, International Checkout to fulfill orders for all of our International customers. International Checkout provides real time pricing upon checkout. Please add the items you wish to order to your shopping cart and click the "International Checkout" button to preview shipping prices and options.

International Checkout offers Standard or Priority shipping options through the following carriers; UPS, FedEx and USPS (PO Box and APO/FPO only). All orders are shipped fully insured, with online tracking. You may pay by International credit card, PayPal, Money Bookers, Saf-T-Pay, or bank transfer. International Checkout will process your order, including billing, shipping and customer service. Once your order is completed, all inquiries should be directed to International Checkout at cs@internationalcheckout.com.

Customers also have the option to pre-pay Duties and Taxes. Quotes are guaranteed.

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*. Return requests must be submitted within 4 days after your order is delivered to your shipping address. After your return request is approved, you will then have 10 business days to get the item back to us.
* Click Here for a list of items that cannot be returned.

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 are unused, HAVE NOT BEEN WORN, ALTERED OR WASHED, and are in PERFECT, BRAND NEW CONDITION.

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), the return will not be subject to a restocking fee, however the rest of our return policy will still apply.

Product Issues: We ship hundreds of packages a week, so once in a while we may make an honest mistake. If we accidentally ship the wrong item, or if an item is found to have flaws that inhibit the normal use or functionality of the item (damaged), we will happily replace it for you once we receive it back. If you choose not to have the item replaced, and decide to return it instead, the return will be subject to our standard return policy. *Note: No product is 100% perfect, therefore superficial issues that do not affect the function of the item, are not considered damage.

INTERNATIONAL ORDERS: International Checkout processes all returns/exchanges for international orders. All inquiries should be directed to International Checkout at cs@internationalcheckout.com.

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 Closeout (Clearance) items are Final Sale and cannot be returned or exchanged.
• Panties, Lingerie, Tights, Swimwear, Body Jewelry (including pierced earrings), Cosmetics, Books, and products handmade by Artists cannot be returned or exchanged.
• Items that have been used, worn, or washed are no longer new and are NOT eligible for return or exchange.

* Please contact the manufacturer directly if you experience an issue after you have used the item.
• 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 for return or exchange. Please be sure to remove make-up and/or deodorant prior to trying items on in order to avoid making marks on clothing.

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 received later than 10 days after approval are subject to a 50% restocking fee, and will receive store credit only.

Please follow these steps when preparing your return:

1. Repackage the item in the EXACT product 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.
   * You do not need to send your items back in the same shipping box that we sent it to you in - though we do encourage you to do so when possible to cut down on waste :)
2. Enclose a copy of your invoice in the package. If you are making an exchange, please write your exchange request on the invoice.
3. Write your RA# number in bold ink on the outside of the package. Packages received without a clear RA # will be refused.
4. Seal your package securely with tape. An empty box = no refund.
5. 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.
6. Return shipping is at your own expense. All return shipping charges must be prepaid. We will not accept C.O.D. deliveries.
7. Ship the return package to:
   Plasticland Returns Dept.
   Box #382
   3100 Independence Pkwy, Suite 311
   Plano, TX 75075
8. If you used a free gift promo code, and the remainder of your order no longer qualifies for that promo,
   please be sure to send back the promo item along with your return, otherwise the retail value of the
   promo item will be deducted from the refund amount.

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 or failing to claim a package from the carrier does NOT entitle you to a refund. Refused or unclaimed packages that are returned to us by the carrier 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 22nd. 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!