Shipping policy

How long it takes

RoPlush holds no stock. A plush is manufactured only after its campaign closes at or above its unit floor, and making one from scratch takes months.

Every campaign page therefore states a ship window rather than a date — for example "May–July 2027". It covers sampling, production, quality checks, freight to our fulfilment partner and dispatch to you. It is the honest estimate at the time the campaign opens.

When your order ships

1. The count is final. The number backed is the number made. There is no overproduction and no second run.
2. Manufacture begins, if the floor was cleared. If it was not, nothing is made and every order is refunded in full — see the refund policy.
3. We email you when your order is dispatched, with a tracking number where the carrier provides one. The number links out to the carrier.

Delivery takes 10 to 20 business days from dispatch, depending on the destination.

If a window is going to be missed, we email everyone in the campaign with the new estimate. If we cannot deliver within 30 days of the end of the stated window, you may cancel for a full refund.

Where we ship

The countries we ship to are listed at checkout. Enter your address there and the exact cost for your order is shown before you pay; nothing is charged until you confirm.

Shipping is a flat amount per order plus a smaller amount for each additional plush, and it varies by destination.

If your country is not in the list, we cannot ship there today. Write to support@roplush.com and we will tell you whether that is likely to change before the campaign closes.

Currency

Every price on this site is in US dollars, and that is the currency you are charged in. An international card works; your bank converts at its own rate.

Customs, duty and import tax

Your country may charge import duty, tax or a handling fee when the parcel arrives. Those charges are yours to pay. They are set by your own customs authority, and we can neither calculate them in advance nor absorb them. Your carrier will usually contact you before delivery, and your national postal service or customs office can tell you what applies.

We declare every parcel accurately, at the price actually paid. We will not mark a shipment as a gift or understate its value.

If a parcel is returned to us because import charges went unpaid, we refund the price of the plush less the outbound and return shipping we were charged.

Addresses

The address you enter at checkout is the address we ship to.

A campaign can close many months before it ships. If you move, email support@roplush.com with your order number and the new address. We can change it any time before the parcel leaves our fulfilment partner.

Once a parcel is with the carrier we cannot redirect it, and an order delivered correctly to an out-of-date address is not refunded.

Lost, late and damaged parcels

• Damaged in transit. Email support@roplush.com within 7 days of delivery with your order number and a photograph of the damage. We replace it, or refund it if the run is exhausted.
• Tracking says delivered, but nothing arrived. Check with neighbours and your local depot first — parcels are often held. If it has not appeared after 7 days, write to us and we will open a claim with the carrier.
• No tracking movement. Allow 10 working days for international post, which is normal for a slow service, then write to us.

We make the carrier claim ourselves; you do not have to deal with the carrier. A parcel is not treated as lost until the carrier's own claim window has passed.

Refunds

All sales are final. A campaign that closes below its floor is refunded in full, as are a run we cannot make, a damaged, defective or wrong item, and an address changed to a country we do not ship to. The refund policy has each case and the timings.

Questions

Write to support@roplush.com with your order number.