Contact
Sorted the same way as our policies — by how long you have. Everything below is a window, and the first two are the ones that close fastest.
Write first if you ordered the wrong one
Email support@rosaplushies.com with your order number and say which plush you meant. We will try to switch it. This is the shortest window on any of our pages, so it goes at the top of this one.
Check whether a page already answers it
- Where is my order? Start at tracking.
- No tracking number yet? Check junk and spam, and search your inbox for “Rosa”. That is where most of them are.
- Every delivery window, shortest first — the shipping policy.
- When a replacement is created, and when it is not — the refund policy.
- Ending the VIP Club — the membership cancellation form, or any of the routes below.
Then include your order number and, where the question is about the item itself, three photos from different angles. Those two things are what let us answer on the first reply.
When a person is actually there
Our support hours are Monday to Friday, 9:00am to 5:00pm EST. Three routes reach the same desk:
- Email — support@rosaplushies.com
- Phone — 1-888-629-4916
- The contact form on this page — it reaches the same desk as the email.
Every message is answered by a person. Have your order number ready if you are calling.
What happens after you send it
We aim to reply within 24 hours on business days. Where a replacement claim is approved you receive a fresh order confirmation, then a tracking number once the replacement leaves us.
If a reply has not reached you inside that window, check junk and spam before writing again — a second message starts a second thread, which usually makes things slower rather than faster.
What we will never ask you for
- A full card number, a security code, or an expiry date. Where we need to confirm a payment we ask only for the last four digits. You should never send the rest by email — to us or to anyone.
- Your account password. We have no reason to know it, and no member of our team will ever request it.
- Payment through any channel other than our own checkout. We will never ask you to send money by bank transfer, gift card, or a payment link from a different domain.
It is not from us, whatever the sender name says. Forward it to support@rosaplushies.com and delete it. Our only support address is that one, at rosaplushies.com, and our only support number is 1-888-629-4916.
If you are not sure which window your situation falls in, write to us anyway — sorting that out is our job, not yours.
Carys Ellwood
Customer Care Lead — Rosa®