Contact Us

Why waste time waiting for an email response when you can instantly find answers to our most frequently asked questions below - just click on your question and the answer will magically appear!

(If you do not see your question below, please fill out the contact form at the bottom of this page.)

GENERAL QUESTIONS & ANSWERS

Why should I order from ShopPlasticland.com?

ShopPlasticland.com is an independent family owned boutique that is run by real people who truly care about the customers they serve. We are a green company - all of our paper waste is mulched and turned into soil at our local recycling center, we generate very little trash (about the equivalent of an average family of 4), and we use recycled and/or eco-friendly packing materials - including water-soluble cornstarch packing peanuts.

We are constantly searching for unique styles to add to our ever-growing collection of fab and fun Clothing, Shoes, Accessories, Jewelry, Gifts, Decor and More - with the goal of becoming a one-stop shop for those who want to stand out from the crowd ♥

Do you have more than what is shown on the site?

Since we are online only all available merchandise is shown on our website. We do not keep backstock, and all returns are put back up on the site as soon as we receive them. If it is not shown on our site, then unfortunately we do not currently have it available.

Many of our items sell out quickly and cannot be re-ordered, so to ensure that you are able to get the size or style that you are looking for, please be sure to purchase items when you see them available.

How long do items stay in stock?

We are a small boutique business with a unique hand-picked product selection, and many of our items do sell out quickly (within 4 weeks of being added to our site). In many cases we cannot re-order items once they have sold out, so it is always best to order the item you want when you see it, rather than waiting (especially for sized items like shoes or clothing).

Sometimes we are able to re-stock a few of our most popular non-seasonal products. If an item is currently sold out, and will be re-stocked soon, we will leave the item page active on our site with a message stating that it is "currently unavailable" and a box where you can enter your email to be notified when it is back in stock.

Do you have any walk-in stores?

We are online only. Our entire catalog is shown on our website, www.ShopPlasticland.com. We do not have any walk-in locations.

Do you have a 1-800 number that I can call?

We are a small independent company with no phone operators. We currently do not accept phone orders and we handle all customer service inquiries via email. We do our best to respond to all emails within 24 hours, however, you can instantly find answers to the most commonly asked questions on our Help Page .

Why does the color that I received look 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.

Will you make an exception to one of your posted policies for me?

In order to ensure that all of our customers are treated equally, and no one gets treated unfairly, we do not make random exceptions to the policies we have posted on our site. Sticking to these policies helps us to make Plasticland a fun and easy place to shop for everyone ♥

You can find all of our policies in our Help Page , and via various other links throughout our website. If you have a question about any of our posted policies, please contact us prior to making a purchase.

How can I support your shop?

Plasticland customers are the best, and we would LOVE your support! Besides placing an order on our site - you can sign up for our mailing list, follow us on Twitter, or become a fan on Facebook.

We also offer an affiliate program for bloggers who want to help get the word out about our site - and get paid doing it: http://www.shopplasticland.com/affiliates

Thanks so much for thinking of us!

SIZING & FIT

How do I determine which size is right for me?

We know shopping online for clothing can be difficult, that's why we provide as much information as possible in the product description. All clothing and shoes on our site are shown in US women's sizes. We recommend using our size chart as a general guide for sizing along with the information from the product page to help you determine which size will be the best fit for your figure.

If you are located outside of the USA this handy tool will help you convert our US Women's sizes into the proper size scale for your country: http://www.onlineconversion.com/clothing.htm

If you still are unsure, please contact us with your measurements and the title of the item you are interested in, and we can help recommend the best size for your figure.

ORDERING WITHIN THE USA

I need help placing an order; I keep 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.
  • 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. Our US Checkout system cannot process credit cards that are based outside of the USA; therefore all international orders must be processed through our distributor, International Checkout.
  • PAYPAL Payments - We do require a confirmed address for all Paypal payments. When paying via Paypal 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 answers your question, or you are still experiencing problems, please contact us for help.

Will you email me an order confirmation?

Yes, we will send you an automated order confirmation email as soon as your order is placed. Make sure to enter your email address correctly on your order to ensure delivery of the confirmation email. If you do not see the email come through within 30 minutes of your order being accepted by our system, please check your spam folder.

Why must higher value orders be shipped to the credit card billing address?

Shipping to the credit card billing address is the equivalent of checking the cardholder's ID for a purchase made in a walk-in store. Since we are not able to meet our lovely customers in person, this is the only way that we can be certain that it is the cardholder making the purchase, and not someone else. This ensures that both the cardholder and our business are protected from loss due to fraud or theft.

Can I cancel my order?

We're sorry, but once an order is placed, it cannot be cancelled. We strive to ship all orders as quickly as possible and start processing orders as soon as they are received. All orders are subject to our standard Return Policy as soon as they are submitted to us.

SHIPPING & DELIVERY (USA)

How much does shipping cost?

For domestic (US) orders:

We now offer FREE Standard Shipping on all qualifying U.S. orders of $100 or more.** If your order subtotal is below $100, Standard Shipping is a flat rate of $7.95.

**Note: Offer only applies to the 48 Contiguous United States. Order subtotal must reach $100 before gift certificates or any applied tax amount.

If Standard Shipping is selected, your order may ship via a variety of carriers. Some Fedex orders may be delivered by the US Postal Service. Your Shipping Confirmation email will provide you with a tracking link.

Orders shipped to Alaska, Hawaii, APO/FPO addresses, or US based P.O. Boxes will be shipped via USPS. Please note that additional shipping charges may apply if your order is being shipped to Hawaii or Alaska and the package is oversized, heavy, or shipping via Express.

* Please be aware that Standard Shipping times are not guaranteed. Estimated delivery for Standard Shipping is typically between 5-7 business days, however packages shipped via USPS may take up to 14 days for delivery. Orders shipped to Alaska, Hawaii, P.O. Boxes or APO/FPO addresses could take up to 30 business days.

When will my order ship?

We ship packages Monday - Friday. Orders received during the week are processed and shipped within 48 hours* of your purchase. Orders received after 11am on Friday, and anytime Saturday or Sunday, will be processed and shipped the following Monday.

Need your package faster? Please see checkout for Express shipping options.

* In some cases packages may be delayed if additional info is needed to fulfill your order. We will contact you via email if this should occur.

Will you email me tracking info when my order ships?

Yes, automated shipping confirmation emails are sent out at the end of each shipping day. If your order is marked as shipped on your "Order Status" page then you should receive a shipping confirmation email that same night. Make sure to check your spam folder if you did not receive your confirmation email.

When will I receive my order?

PLASTICLAND is conveniently located in Dallas, TX at the center of the United States. The closer you live to our location, the faster you will receive your package ♥

Small and lightweight orders (under 2-lbs.) are shipped via USPS First Class or Priority Mail, with an estimated* delivery of 4-9 business days from time of order.

Heavier and/or bulkier orders are shipped via FedEx Home Delivery (or FedEx Ground for business addresses) with an estimated* delivery of 6-9 business days from time of order. If your package is more than 2lbs, and is shipping to a P.O. Box, or FPO/AE address, then it will be shipped via USPS Parcel Select with an estimated delivery of 8-12 business days from time of order.

*Standard delivery shipping times are not guaranteed. Your package may arrive sooner or later than the delivery estimates shown above. If you need your package to arrive quickly, please make sure to opt for express delivery.

Need your package faster? Please see checkout for Express shipping options. Please note that Express and Overnight Delivery refer only to delivery time, and not to the time needed to prepare your order. While most express orders received before 11am are ready for shipping within one day (24 hours) of ordering, some orders may take additional time.

Are shipping times guaranteed?

Shipping times vary greatly and depend on a number of different factors - including your delivery location, package size, and the carrier that is used to deliver your package. Since there are so many different variables we cannot guarantee a specific delivery time for standard ground delivery. Most orders are delivered within 4-7 business days, but unforeseen carrier delays can cause delivery to take 2 weeks or more in some rare cases.

Express Delivery: The delivery time (after the package has been picked up by the carrier) is guaranteed for Express shipping options...

  • Next-Day Express: Arrives within 1-2 business days after the package ships (weekends and holidays excluded)
  • 2-Day Express: Arrives within 2-3 business days after the package ships (weekends and holidays excluded)
  • How do I change something after my order has shipped?

    Once an order has shipped we are not able to make any changes to the order or to the shipping information.

    If your FedEx package requires a signature at delivery and you are unable to be home to receive the package, please contact FedEx directly to request that they hold it for pick-up at your local FedEx Office location. For more information please visit the FedEx customer support website here: http://www.fedex.com/us/customersupport/

    Why do you require Signature Delivery for higher value orders?

    Due to the value of your order, a signature must be required to ensure that the package is not left unattended. We cannot make an exception to this policy. We have recently seen a sharp increase in the number of packages that have been stolen from customer's doorsteps after being left unattended by the delivery driver.

    Many shipping carriers will no longer insure packages if they are stolen after delivery, so on higher value orders we now require a signature to ensure that the delivery driver will not leave your package unattended.

    Make sure to keep track of your package progress via the tracking link on your order status page, so that you will know when your package is due to be delivered.

    - FedEx Packages: If you call 1-800-GoFedEx (1-800-463-3339) you can have them hold it for pick-up at a FedEx location near you.

    - USPS Packages: will only attempt delivery once and then will hold it for 7 days at your local post office for pick-up.

    My tracking info shows that my order was delivered, but I didn't receive it!

    Not to worry, it is very rare for a package to actually be lost - especially if the tracking info shows that it has been delivered - 99% of the time it turns out that someone else accepted delivery and forgot to tell the recipient, or the mail man hid it somewhere so that it couldn't be seen from the street.

    Please check all around the outside of your house (in bushes, under yard furniture, etc...), ask other members of your household if they may have received it, and check with your neighbors. Recently there has been a rash of mail men throwing packages over fences (sometimes even neighbor's fences), and we have had customers find packages hidden in some pretty strange locations around their house ;)

    FEDEX PACKAGES: If you still cannot find your package after looking everywhere listed above, please contact us and we will start a package inquiry with FedEx.

    USPS PACKAGES: The post office requires us to wait 21 days from the ship date before submitting a package inquiry. Postal carriers have been known to deliver packages to another house on the same street, and neighbors are usually pretty good about fixing the issue by either delivering the package to the correct address themselves or giving the it back to the mail carrier for re-delivery, so most USPS packages do show up before the 21 day wait period is up.

    PAYMENTS (USA)

    Do I need a credit card to place an order?

    In addition to credit cards, we also accept payments from Paypal 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 at this time.

    Why does my bank account show multiple pending charges?

    Were your first few order attempts unsuccessful? Every time you attempt to place an order the credit card company first checks to make sure you have the funds available in your account, and puts a hold on those funds while it checks the rest of your info.

    If your payment is ultimately declined due to an address mis-match, or incorrectly entered security code, then the temporary hold for that payment attempt will expire within a few days and disappear from your bank account (usually within 5 business days, but it depends on your bank).

    We do not have access to the hold process (it is all done between the credit card processor and your bank), and we can not process an actual charge for a declined payment. If any of your order attempts were successful, we will process only the single approved payment when we ship your order.

    INTERNATIONAL ORDERING

    Do you ship to my country?

    Yes. We ship worldwide! International Checkout serves customers in over 250 destinations, including APO / FPO and US Territories.

    How much does International Shipping cost?

    International shipping fees vary. The cost is determined by the items in your order and the country that you are having the package shipped to. Your shipping quote will be shown on the first page of checkout when you choose your Shipping Destination.

    All International orders are shipped via FedEx Ground. Since FedEx is targeted toward larger packages, you will find that the shipping fees for international orders are much better for larger orders with multiple items. If your order is not large enough to qualify for the best shipping rate, you may want to consider going in with some friends for a combined purchase and then splitting the cost of shipping :)

    How do I know what size to order?

    Everything on our website is listed in US Women's sizes. This handy tool will help you convert our US Women's sizes into the proper size scale for your country: http://www.onlineconversion.com/clothing.htm

    How can I pay for my International order?

    You may pay by credit card, PayPal, Money Bookers, Saf-T-Pay, or bank transfer. Payment options will be shown during checkout.

    How long does International Shipping take?

    International Checkout (our distributor) will receive your package from us in 5-7 business days. They will then ship the package out to you. Average transit times, assuming normal customs clearance, from the day packages are shipped from the International Checkout depot are the following:

    Standard Shipping:
    Canada 4-6 business days
    Asia 4-6 business days
    Western Europe 4-6 business days
    Middle East 5-7 business days
    Australia/New Zealand 5-8 business days
    Eastern Europe 5-8 business days
    Africa 5-8 business days
    Priority Shipping:
    Canada 1-2 business days
    Asia 3-4 business days
    Western Europe 2-3 business days
    Middle East 3-5 business days
    Australia/New Zealand 3-5 business days
    Eastern Europe 2-5 business days
    Africa 2-5 business days
       

    SPECIAL ORDERS or BULK ORDERS

    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.

    * We do accept special orders from customers who need higher quantities (12 pieces or more per style/color) in an item. For bulk orders please contact us for a quote.

    Do you offer discounts for Bulk purchases?

    Yes, for US based customers we do offer discounts for orders of 12 pieces or more in the same item/style/color. The discount rate depends on the size of the order and the item being ordered, so please contact us for a quote if you are interested in making a bulk purchase.

    In some cases we may not currently stock the quantity that you are looking for. If this is the case we can contact the manufacturer and special order the item for you.

    Do you sell wholesale?

    Sorry, but we do not currently offer wholesale ordering. We do offer some discounts for bulk orders on specific items. Please contact us for a quote if you are interested in making a bulk purchase.

    RETURNS & EXCHANGES

    What is your Return Policy?

    Your can view our entire return policy, along with a printable return form and instructions for completing a return here: http://www.shopplasticland.com/Returns

    Can Final Sale items be Returned or Exchanged?

    No. Once a Final Sale item is purchased it cannot be returned or exchanged. Clearance Items, Panties, Tights, Swimwear, Body Jewelry (including pierced earrings), Cosmetics, Perfume, Books, Artist's handmade products, and Special Orders are all final sale.

    Have you received my return?

    We receive dozens of returns each day, and it is difficult for us to know if we have received a specific return until it has been fully processed through our system. Please make sure to purchase package tracking for your return so that you will know when it is delivered to us.

    You will be notified via email when your refund or credit has been issued, or your exchange has been shipped. If you have not yet received an email from us regarding your return, please allow at least 14 business days, from the date you mailed your package, before contacting us to inquire about your return.

    When Will My Return/Exchange Be Processed?

    Refunds, Credits, and Exchanges for eligible* returns are processed within 5-7 business days of our receipt your package. You will be notified via email when your refund or credit has been issued, or your exchange has been shipped. Depending on your bank, refunds may take several additional days to process and post to your account.

    *Before sending anything back to us please make sure that your item is eligible for return/exchange. Ineligible returns do not qualify for exchange and will not receive a refund or store credit. For more information on items that cannot be returned, please see our Return Policy: http://www.shopplasticland.com/Returns

    Why did I get a Store Credit instead of a Refund for my return?

    There are two reasons for a store credit to be issued instead of a refund - even if a refund was requested on the return form:

    - The item you returned was on sale when you purchased it.

    - We received your return more than 21 days after the date on your order.

    For more information please see our full Return Policy here: http://www.shopplasticland.com/Returns

    What If My Return/Exchange Is Late?

    All return deadlines are shown in our Return Policy: http://www.shopplasticland.com/Returns

    Please do not send anything back to us past the allotted return period. Items that are returned to us more than 30 days after the date on your order are not eligible for exchange, and will not receive a refund or store credit...

    If we receive your return more than 30 days after the date on your order we will set the package aside, and hold it for 60 days to allow you time to contact us and request to have it shipped back to you (at your expense). We will not contact you if your return misses the deadline, so please make sure to get a tracking number for your return package so that you know when it is delivered to us, and whether or not it was late.

    Will you make a special exception to your Return Policy for me?

    In order to ensure that all of our customers are treated equally, and no one gets treated unfairly, we do not make special exceptions to any of our posted policies - including our Return Policy. Sticking to these policies helps us to keep our prices low, and ensures that Plasticland is a fun and easy place to shop for everyone ♥

    You can find detailed information for all of our policies on our Help Page , and via various other links throughout our website. If you have a question about any of our posted policies, please contact us prior to making a purchase.

    MEDIA & PRESS REQUESTS

    Who do I contact about media requests?

    We welcome all media requests, please send us an email and we will respond promptly.

    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!

    EMAIL US

    Always be sure to check your spam folder if you do not see our response in your inbox. Thank you!

    (Required if you are contacting us regarding your order)



    If you prefer to send us correspondence via snail mail, our mailing address is:

    Plasticland Customer Service
    701 E Plano Pkwy, Ste 408
    Plano, TX 75074