Refund Policy
Sorted by how long you have. The shortest windows come first — and the things with no window at all are named at the end rather than left for you to discover.
Switch the item you ordered
Ordered the wrong one? Email support@rosaplushies.com within 12 hours with your order number and we will try to switch it. This is a window, not a guarantee — if it has already been packed we will tell you so.
Stop an order before it ships
Write to support@rosaplushies.com with your order number as soon as you know. Orders are dispatched within 1 to 5 business days, so the sooner the message reaches us, the better the chance it is still with our team rather than the carrier.
Once a parcel has been handed over it cannot be recalled, and the standing terms further down this page apply as written.
End a VIP Club membership
VIP Club membership is a recurring charge, not a one-time payment. It continues on its stated interval until you cancel, and each charge is taken automatically without a further prompt.
Any one of these reaches us: email support@rosaplushies.com, call 1-888-629-4916, reply to any order confirmation email, or use the membership cancellation form. A cancellation is honoured when it reaches us at least 3 business days before the next billing date.
Your membership confirmation email states what you are charged and how often. That email is the one that counts. If any figure elsewhere on the site disagrees with it, write to us before your next billing date rather than after, and quote the email.
A completely different product arrived
If you receive an item that is not the one you ordered, we send a free replacement on the same shipping speed used on your original order. You keep what arrived; there is nothing to send back.
Send three clear photos from different angles of the item you received to support@rosaplushies.com, with your order number and the address you ordered with. Three angles is what lets us process the replacement on the first reply rather than the third.
- Replaced You ordered the Pink Highland Cow and received a completely different plush. You ordered one product and another product arrived.
- Not replaced You ordered the weighted cow and feel it is not weighted enough. You ordered one size and feel you received another.
In the second pair the correct item arrived. That is the line, and it does not move.
Nothing ever arrived
If your item has not arrived 30 days after your purchase date, it qualifies for a free replacement, again on the same shipping speed used on your original order. No photographs are needed for this one.
Standard delivery is 7 to 20 business days in the United States and 10 to 25 business days internationally, and quiet tracking inside those windows is ordinary — the shipping policy sets out the four usual reasons and every other window that applies before this one.
A refund
All sales are considered final, and refunds cannot be issued. Our product research team invests substantial time in selecting what we carry, choosing products that reflect current market demand, trends, or proven popularity. That work happens well before anything reaches the site.
Operating a small business carries significant costs. We therefore entrust our customers with researching a purchase thoroughly, and confirming the product suits their needs, before ordering. We work to make the product information on our website exhaustive of what a customer needs in order to decide whether to proceed — and to not proceed, where they think our product is not the one they are looking for.
You will also never post anything back to us. There is no return address, no return label and no restocking fee, because there are no returns.
A replacement once tracking reads delivered
Shipments showing as delivered on the carrier's own website — USPS or Canada Post, for example — are excluded from the 30-day replacement above.
Parcels marked delivered are commonly held at the branch, left with a neighbour, or placed somewhere at the address. Take the tracking number to your local post office first. If they cannot account for it, tell us what they said and we will take it up with the carrier.
A reversal of a membership charge already taken
Cancelling a VIP Club membership stops the charges that have not happened yet. It does not undo one that has. The three-business-day notice above exists precisely so that this distinction never has to be tested.
If your situation does not fit a window on this page, write to us anyway — working out which one it belongs in is our job, not yours: support@rosaplushies.com or 1-888-629-4916, Monday to Friday, 9:00am to 5:00pm EST, with your order number.
Carys Ellwood
Customer Care Lead — Rosa®