Frequently Asked Questions (FAQs)

All of our Products are offered as novelty, collectible, and/or entertainment items only.

Many of our Products are handmade, one-of-a-kind, and may incorporate upcycled or repurposed materials. Because of this, slight variations in appearance, texture, finish, and color are expected and are part of each item's unique character.

Yes.

You must be at least 18 years old to purchase Products or Services from Plushophile.

Not necessarily—and that's part of what makes every item unique.

Because many Products are handmade or incorporate upcycled materials, slight differences in color, texture, placement, finish, and appearance are normal.

Additionally, colors may appear differently depending on your monitor, mobile device, or display settings. While we strive to provide accurate photos, be advised that items may look slightly different in-person than they do on our website.

We take your privacy seriously.

Every order is shipped in plain, discreet packaging with no exterior branding or descriptions that reveal the contents of the shipment. Note, international shipping often requires disclosure of the contents of the package on the shipping label. We follow the Harmonized System Code 9503.00.41 official description and list our product(s) as "stuffed toy(s) representing animals or non-human creatures."

For Products requiring hygienic protection, packages are secured using multiple tamper-evident security seals bearing unique serial numbers so you can verify your order arrived unopened.

Each stuffy we make has an NFC chip embedded inside the stuffy when it's modified. We include a picture showing the approximate location of this chip on each product listing. You can scan the chip with you phone to verify that stuffy is an authentic Plushophile stuffy because the chip will redirect you to this verification page. In rare instances the original NFC chip may no longer function normally, in which case you are still able to verify the serial number of the chip inside the stuffy compared to the serial number listed on it's product page.

To protect your privacy, purchases will appear on your bank or credit card statement as:

SP – STFD LLC

The billing descriptor does not reference Plushophile or describe the Products or Services purchased.

Yes.

We offer Modification Services for:

Customer-Owned Modification Items that you send to us; and

eligible Plushophile Products that you purchase and have modified before shipment.

Both options are governed by our Modification Services Terms.

A Customer-Owned Modification Item is an item that already belongs to you and that you ship to Plushophile for modification.

A Plushophile Inventory Modification Item is an item purchased directly from Plushophile that we customize before shipping it to you.

Although the shipping process differs, the same Modification Services standards generally apply to both.

Before shipping your item:

Purchase the appropriate Modification Service through our website.
Carefully package your item.
Include your order number and requested modification instructions if needed.
Ship the package to the address provided in our Modification Services Terms.

We also recommend photographing your item immediately before shipment and purchasing shipping insurance if the item has significant value.

Every Customer-Owned Modification Item is inspected before work begins.

Inspection normally occurs within 5–7 business days after delivery and includes evaluation of:

cleanliness;
structural integrity;
material suitability;
safety concerns;
shipping damage; and
feasibility of the requested modifications.

Receiving your shipment does not automatically mean your item has been accepted for modification.

For the safety of our employees and other customers, all Customer-Owned Modification Items must arrive:

new, nearly new, or freshly laundered;
completely dry;
free of visible dirt or stains;
free of odors;
free of mold or mildew;
free of pet hair;
free of smoke odors;
free of insects; and
free of bodily fluids or other biological contamination.

Items that do not satisfy these requirements may be rejected.

If we determine that your item does not satisfy our cleanliness requirements or otherwise cannot proceed under our Modification Services Terms, we'll notify you.

Your item will be returned after applicable return shipping has been arranged.

Occasionally we determine that a requested modification cannot reasonably be completed.

If that happens before work begins, we'll notify you, return your item, and issue any applicable refund in accordance with our Modification Services Terms.

If return shipping charges remain unpaid for more than 30 days after notice, your item may be considered abandoned.

Abandoned items may be destroyed or otherwise disposed of in accordance with our Modification Services Terms.

Because we do not provide storage services, we encourage customers to respond promptly to all shipping communications.

Yes.

Depending on availability, you may choose:

No Video
Complimentary Promotional Video
Private Keepsake Video (additional charge)

Available options are shown during checkout.

A Complimentary Promotional Video allows Plushophile to create and publicly use the Recording for promotional and other lawful business purposes.

A Private Keepsake Video is delivered privately to you and is not intentionally published by Plushophile unless you later authorize us in writing.

All videos, photographs, recordings, edits, thumbnails, captions, and related creative works remain the exclusive intellectual property of STFD LLC.

If you purchase a Private Keepsake Video, you receive a personal, non-exclusive license to keep and privately view your copy.

Purchasing a video does not transfer ownership or copyright.

Your personal license allows you to retain and privately view your Recording.

Commercial use, resale, licensing, claiming ownership, or other uses beyond the license granted in our Media Recording & Content License Terms are not permitted without our prior written permission.

Because Promotional Videos may be edited, published, incorporated into other creative works, archived, or shared across multiple platforms, we generally cannot revoke promotional rights after production and publication have begun.

Please carefully consider your selection before placing your order.

Yes.

Producing a video necessarily requires our staff to handle, position, manipulate, wear, or otherwise interact with the Modification Item as appropriate for the selected Media Service.

This process is fully described in our Media Recording & Content License Terms.

In many cases, yes.

While our standard Media Services are designed to provide a consistent experience for all customers, we may be able to accommodate custom recording requests depending on scheduling, production requirements, staffing, equipment availability, and the nature of the requested modifications.

Examples of custom requests may include:

a longer or shorter video;
specific camera angles or close-up shots;
additional still photographs;
alternate editing styles;
different lighting or presentation styles;
custom music (where licensing permits);
multiple video formats optimized for different platforms; or
other special production requests.

Custom Media Services may require an additional fee and are subject to review before work begins.

Not every request can be accommodated. Plushophile reserves the right, in our reasonable discretion, to decline or modify any custom Media Service request based on technical feasibility, safety, production quality, legal considerations, staffing availability, or other operational requirements.

Because every Recording is individually produced, final creative decisions—including camera placement, editing, pacing, lighting, and presentation—remain within the artistic judgment of Plushophile unless a different scope of work has been expressly agreed to in writing.

If you have a custom idea for your Recording, we encourage you to contact us before placing your order. We'll be happy to discuss what's possible and provide a quote if additional production work is required.

Yes.

If your item has participated in Media Services, we recommend that you inspect, clean, disinfect, sanitize, launder, or otherwise prepare it before any future handling or use.

The exact cleaning method depends on the materials used in your item.

All orders are shipped with tamper-evident seals for health, safety, and hygiene reasons.

These seals ensure that every item arrives in a verified, untouched condition.

Products are eligible for return only if they remain completely unopened.

To qualify:

the original packaging must remain fully intact;
every tamper-evident seal must remain intact;
the serial numbers on the seals must match our shipping records; and
you must request a return within 14 days of delivery.

Once any tamper-evident seal has been broken or damaged, the Product is no longer eligible for return except where required by applicable law.

Email support@plushophile.shop within 14 days of delivery.

Please include:

your order number;
clear photographs of the unopened package;
photographs showing every tamper-evident seal; and
photographs clearly showing each seal's serial number.

We'll review your request and provide further instructions if your return is approved.

Unless otherwise required by applicable law, customers are responsible for return shipping costs, including return shipping for Customer-Owned Modification Items.

Shipping times vary depending on destination and carrier availability.

Estimated delivery times are provided during checkout and are estimates only.

Carrier delays, customs processing, weather, and other events beyond our control may affect delivery times.

International customers are responsible for any applicable: