Q: What are your hours of operation?

A: Normal operating hours are Monday through Friday. We can be contacted throughout the day via the contact form, text message, social media or email. Emails may be sent to: info@madamplushintimates.com. Normal response time is 1 to 2 business days. 

PLEASE NOTE: Depending on the volume of customer inquiries, response times may vary.

Q: What are your shipping holiday hours?

A: We are open on days that major shippers such as FedEx and UPS are open.
Q: How long will it take for my order to ship? 

A: We make all efforts to process and ship most* orders within 24 business hours from the order date. This excludes weekends, holidays, and sales events. During weekends and holidays please allow up to 48 business hours for processing.

For sales events: Orders placed during business hours, allow up to 48 hours for order processing. Orders placed during weekends and holidays allow up to an additional 72 hours for order processing.

*We attempt to keep all our offered items in stock at all times. However, if an item is backordered at the time of your order, we will contact you immediately. If we have comparable items, we will offer a substitution, or if you wish to, you may cancel your order. Otherwise, we will ship your backordered item (s) as soon as they arrive. 

Q: Is my package shipped discreetly? 
A: Yes, we use all non-descript boxes to ship your packages in. Privacy is priority.
Q: What if my order is damaged during shipping? 
A: In the event, any of your boxes are damaged during shipping you must file a complaint with your driver upon delivery. Take a photograph and document the damage and always keep the damaged boxes and packing. This is necessary for your claim with the carrier. All damaged items must be reported to us within 5 days of receipt (contact carrier prior to).
Q: What if I receive a defective item? 
A: Products with manufacturer defects must be reported within 5 days of receipt. It is wise to contact Madam Plush Intimates as soon as the defect is discovered. Contact Madam Plush Intimates regarding replacement and return. All returns require a return authorization number.
Q: Is my credit card secured? 
A: YES! Once your credit card is entered into our internal operating system the numbers are encrypted so an unauthorized party will NOT have access to your card information.


Q: Why was my credit/debit card was declined?

A: Check to make sure that the zip/postal code or CVV/CVC matches the code on file with the card-issuing bank.

Q: Does Madam Plush Intimates sell addresses or information lists? 
A: All customer information is completely confidential. Madam Plush Intimates will never use, loan, distribute or sell any information to anyone for any reason.

For any other questions not listed please email us: info@madamplushintimates.com

Updated: 10/9/18

Please NOTE: Subject to change without notice