FAQ

Frequently Asked Questions (FAQ)

Below you’ll find answers to some of the questions our customers ask most often. If you cannot find the information you need, please contact our support team at support@plossviay.com. For order-specific questions, please include your Order Number (for example, 015SHOP-1218) and the email address used to place the order.

Ordering & Payments

Q: How can I use a discount code?
A: You can enter your discount code during checkout whether you are paying with PayPal or a credit/debit card.

  1. Choose the product you would like to order and select “Add to Cart.”

  2. From your cart, select “PAY WITH DEBIT/CREDIT CARD” to continue to checkout. This checkout process may be used for both PayPal and card payments.

  • On mobile devices: Tap “Show order summary” and enter your discount code.

  • On desktop: Enter the code in the discount field displayed on the right-hand side of the checkout page.

  1. Once the discount has been applied, continue to payment using PayPal or your credit/debit card.

Q: Which payment options are available?
A: We support several secure payment methods, including:

  • PayPal

  • Visa, MasterCard, American Express (AE), Diner’s Club

  • Most major credit and debit cards

  • Apple Pay & Google Pay

Q: What does shipping cost?
A: Standard worldwide shipping is $5.99 USD. Shipping charges may vary depending on your destination and any promotions currently available. Your exact shipping fee will be shown at checkout before you complete payment.

Shipping & Delivery

Q: Do you ship internationally?
A: Yes. We provide worldwide shipping through a network of fulfillment facilities. Orders are generally sent from the location that offers the most efficient delivery route to the customer.

Q: What is the estimated delivery time?
A: After your order has been processed and shipped, delivery generally takes approximately 10–20 business days.

Q: How do I track my package?
A: Once your order ships, we will send you a shipping confirmation email containing your tracking number. You may use this number on universal tracking services such as 17track.net to follow your shipment.

Q: Why has my tracking status not changed?
A: Tracking information may take 24–48 hours after shipment to appear or refresh. It is also normal for updates to pause temporarily while a package is moving between carrier facilities.

Q: Why did I receive only part of my order?
A: Orders containing multiple products may sometimes be divided into separate shipments to help improve delivery efficiency. These packages may leave from different fulfillment centers, and each shipment will have its own tracking number sent to you by email.

Order Modifications & Cancellations

Q: Can I update my shipping address, recipient name, or phone number?
A: Changes must be requested as quickly as possible. Please email support@plossviay.com immediately and provide:

  • Your Order Number (for example, 071SHOP-112938)

  • Your Order Email

  • The full corrected shipping information

We will make reasonable efforts to update your order if it has not yet been processed for shipment. Once the package has been shipped, the order details can no longer be changed.

Q: Can I change the product details in my order, such as size, color, or quantity?
A: Product changes are also time-sensitive. Please contact support@plossviay.com as soon as possible and include:

  • Your Order Number (for example, 071SHOP-112938)

  • Your Order Email

  • The exact modification you would like to request

We can only make these changes before the order enters the fulfillment process.

Q: Can I cancel an order?
A: Cancellation is only possible before the order has been dispatched. A handling fee may apply to canceled orders. Once an order has shipped, it can no longer be canceled.

Post-Delivery Issues

Q: My item arrived damaged. What should I do?
A: Please contact support@plossviay.com and provide the following information so our team can review the issue:

  • Your Order Number (for example, 071SHOP-112938)

  • Photos or video clearly showing the damaged product

  • A photo of the shipping label attached to the package

Q: What should I do if my product appears defective or has a quality problem?
A: Please email support@plossviay.com with:

  • Your Order Number and Order Email

  • A clear explanation of the issue

  • Photos or video showing the defect or quality concern

Q: I received the wrong product or something is missing from my order. What should I do?
A: Please contact support@plossviay.com and provide:

  • Your Order Number and Order Email

  • A photo of the incorrect product received, or a list of the item(s) missing from your shipment

This information will help our team investigate and resolve the issue.

Account & Communication

Q: I did not receive my order confirmation email. What should I do?
A: First, check your spam or junk folder. If the confirmation email is still missing, contact support@plossviay.com and provide the name and email address you believe were used during checkout. Our support team will locate the order and resend the confirmation.

Q: I still have not received a tracking number. What should I do?
A: Tracking information is usually sent within 1–2 business days after the order has been processed. If more time has passed, please check your spam or junk folder first. If you still cannot locate it, contact our support team for assistance.