customer service: ordering & shipping

for your convenience, we accept American Express, VISA and MasterCard.

we do our best so you rest assured knowing that your order is being taken care of.


-	once you have submitted your order, a confirmation of your order will be displayed immediately before you are taken to the payment screens. We recommend saving or printing the order confirmation for your records.

-	promptly after making your payment, you will receive two confirmations in your e-mail box: one confirms your order details including your Order ID number which you may use to track your order history and status in your ploh account; the other confirms that your payment transaction has been processed with our payment gateway, WorldPay.

-	an additional e-mail will be sent to you if your credit card payment was not approved.

if you have a promotion code, you may enter it when you are asked to confirm your billing information.

most orders ship within 1 to 2 weeks of order confirmation, while orders which include featherbeds usually ship within 2 to 3 weeks. shoppers are welcome to inform us of any urgency required – we will do our best to expedite processing where possible.

for deliveries in singapore*:

we offer complimentary shipping for orders of US$300 or more. orders below US$300 will incur a charge of US$18.50 for each delivery address.

*delivery to residences and most places of businesses, monday through friday during normal business hours (excludes public holidays).

for non-Singapore/international shipments:

we use FedEx as our preferred international shipping partner. actual receipt of order depends on customs clearance in the destination country. (please note: U.S. customs may require the social security/tax identification number of the recipient before release of goods.)

to track an international shipment (non-Singapore), obtain the corresponding FedEx airway bill shown under order history in your ploh account and enter your airway bill number on http://fedex.com/tracking.

please allow for a slightly longer shipping time during the holiday seasons and any applicable public holidays in the recipient’s country of residence.

import duties & taxes: any applicable duties and taxes are the sole responsibility of the recipient and may be billed by the carrier at the destination point.

note: for U.S. destinations, customs may request the tax identification number of the recipient before clearance of goods. FedEx will promptly deliver cleared shipments to the recipient. orders will be considered cancelled and returned to Singapore should the recipient not be available to accept the delivery after several attempts by FedEx or if the recipient does not provide their tax identification number as requested. charges will apply to returned shipments as per our Cancellation Policy.

for U.S. destination orders consisting of only ploh plush robes:

ploh plush robes sent to a U.S. destination are shipped from our U.S. warehouse. domestic shipping charges and applicable sales taxes will apply.

all other orders to the U.S. will be shipped internationally from Singapore.

for cancellation within 24 hours of order confirmation, refund will be made to the credit card used to make the purchase for the total charged less an administration fee of US$35.

for cancellation after the order is processed and shipped, refund will be made to the credit card used to make the purchase for the total charged less any shipping/return charges incurred, plus an administration fee of US$35.

please also see FAQs / what is your return policy?

how will I know what my shipping charges are?


-	international shipments: once you’ve submitted your order, your shipping charges will automatically be calculated. you will have an opportunity to view your total order including shipping costs before making payment. for some orders we may need to communicate with you directly after determining your shipping charges.
-	Singapore deliveries: a flat US$18.50 delivery charge will be added to your total for orders below US$300. order above US$300 and you will enjoy free delivery.

will I be charged sales tax?

-

sales tax is applicable only to:

1.	orders going to Singapore destinations – 7% GST will be added to your total amount.
2.	orders consisting of only ploh plush robes going to U.S. destinations (these orders are shipped from within the U.S.) – appropriate sales tax will be added to your total amount.*

-

on international shipments the recipient is responsible for import duties & taxes, if any, imposed at the destination.

*

a U.S. destination order consisting of ploh plush robe(s) and at least one other item will still be shipped from Singapore and will therefore be considered an international shipment.

which methods of payment do you accept?


-	we accept American Express, VISA, Mastercard

how do I know if ordering online is secure?


-	see information safety & privacy.

why isn’t my browser working with your site?


-	ordering from our site requires the use of an SSL-compliant browser. We recommend using Microsoft Internet Explorer 8.0 or later, or Mozilla Firefox 3.0 or later, or Google Chrome 7.0 or later, or Safari 4.0 or later, or Opera 9.0 or later. Also, your browser preferences must be set to accept cookies.

how do I use a promotion code?


-	if you have a promotion code, you will be asked to enter it during checkout on the order form page.

how long after placing my order will it take to receive my ploh?

-

we want your plohs to be in top condition when they arrive, so they are handmade to order, vacuum packed and boxed just before sending. all plohs are proudly made to the strictest standards in Singapore. domestic orders are usually ready for delivery within 1 – 2 weeks of receiving the order. international orders will be received within 3 – 4 weeks. of course, timing is also based on order size and product selection. where it is possible, we make every effort to send off orders even sooner.

will my customer information be shared with third parties without my consent?


-	see Terms & Conditions - Privacy

what is your return policy?


-	ploh products are guaranteed to be free from defects and workmanship for a period of two (2) years from the date of purchase. only returns as a result of manufacturer defects are acceptable in which case we will replace the defective item. such replacement items will usually be shipped via FedEx within two weeks of receipt of the defective item. we reserve the right to inspect and return to you any item that is not acceptable for return. shipping costs will not be refunded.
-	consequential and incidental damages as a result of abuse or improper care, or for fabric worn or stained by perspiration or oils are not recoverable. all bedlinens and other fabric items must be unused, unwashed, and in their original condition and packaging. improper use or incorrectly performed cleaning will also void the guarantee. please also see care for your ploh

how do I contact Ploh if I have a question about my order?


-	if you need to reach us directly regarding your order simply send us an e-mail at order@ploh.com and reference your order number. we will respond within 24 hours. if you prefer to phone us, please call our corporate office in Singapore at +65 6832-5602.