customer service FAQs  
 
how will I know what my shipping charges are?
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 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.
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 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?
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 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.*
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 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?
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 we accept American Express, VISA, Mastercard

how do I know if ordering online is secure?
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 see safety & privacy.

why isn’t my browser working with your site?
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 ordering from our site requires the use of an SSL-compliant browser. We recommend using Microsoft Internet Explorer 7.0 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?
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 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?
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 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?
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 see Terms & Conditions - Privacy

what is your return policy?
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 each down & feather ploh you purchase comes with a two year guarantee* against manufacturer’s defects and a lifetime** warranty for the natural filling. 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. please note that we are unable to refund shipping costs.
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 the use of a cover for all down and feather items is required to maintain your guarantee. we are not responsible for damage, abuse, or improper care.

** refers to the useful lifespan of the product

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