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Order Information

I put the wrong shipping/product information on my order. What should I do?

If you need to make a change to your order, please call us at 855-300-7529 or email us at [email protected] immediately so we can try to adjust the order before it ships. We will do our best to make the change but cannot make any promises that the cha

I’m missing an item from my order or I received the wrong product.

At P.L.A.Y., we strive for the highest level of service, if you experience any discrepancies in your order, such as a missing or incorrect item, please reach out to our customer service team at [email protected] with your order number, and they will w

Can I return a product?

We are sorry to hear this product is not a good fit for you and your pet. We do accept unused product returns within 30 days of receipt and are happy to assist you with one. Please reach out to our customer service team at [email protected]  with your

Can I exchange a product?

At this time, we do not offer exchanges on items. The best way to get a larger/smaller size would be to return the original product for a refund and repurchase the correct size. This is due to the price discrepancy between sizes, and because all paym

When can I expect the refund from my return?

Once your return has been received, you will be sent a confirmation email letting you know that the return has been received and refunded. All partial and full refunds will be issued back to the original form of payment used for purchase within 3-5 b

I forgot to add my promo code.

We are sorry to hear that you forgot to add your promotional code at checkout. We are happy to retroactively apply promo codes on orders placed within the last 24-48 hours. Please reach out to our customer service team at [email protected] with your o

What should I do if a P.L.A.Y. product was damaged during play?

We are sorry to hear if any of our toys did not meet your expectations in terms of durability. If a P.L.A.Y. toy has been damaged during play within the first week, please reach out to us with details of the purchase and photos of the damaged item. A

Is it possible to add items to my order after I've placed it?

Once an order has been placed, we’re unable to add additional items due to our secure and encrypted payment process. We’re unable to perform any additional charges for added items. However, we can cancel the existing order and refund it, then send yo