FAQ/ Contact
FAQ
Please look through our FAQ first to see if your question is on here before sending an email, we get dozens of messages and emails daily and it’s not always easy to catch up since this business is only ran by 2 people
Pre Order status: production delays and tariff uncertainty, we will accept cancellations starting mid September, please be patient since we can only send so many at a time
Thank you for your patience and understanding
When is your Christmas cut off?
While we will still be shipping orders daily while coming up to Christmas we ask that if you need your package before Christmas to order it by December 10th to ensure that it gets there on time! This is a hectic time of year and this is usually when we see the most postal delays
When do you ship orders?
We usually process orders on Tuesdays and Fridays and they are out the next morning unless stated otherwise (see Instagram for updates)
Q: Can you hold this for me?
A: unfortunately we cannot hold items, we want everyone to have a fair chance!
Q: When will my item be arriving?
A: It depends what you ordered! Our shipping days for in hand items are every 4-7 days and Print on demand items can take up to 10 days to ship
Q: Will you be restocking ____?
A: We will not be restocking a plush once they sell out however we may have different variations of that design in the future!
My packages seems lost, what can I do?
A: If you think your package is lost please contact USPS here https://www.usps.com/help/claims.htm or call them at this number 1-800-275-8777
If USPS officially declares an item as missing then we will send out a replacement, we will pay up to $10 for replacement packages but anything over that will be covered by the buyer, For example, if it is $12.75 to send out a replacement, you will pay $2.75
If an item is returned to us the buyer is responsible for the shipping cost for the reshipment
It is buyers responsibility to file a package as missing
Q: Can you make this breed as a plush?
A: We hope to make every dog breed eventually! We mainly release plush by demand so if we notice a lot of interest in a certain breed is getting a lot of requests then it will be
Q: How does shop pay work?
A: You can find information about shop pay here
https://shoppay.affirm.com/help/s/article/about-sp
Shop pay is not directly involved with Prime Shiba and any payment issues needs to be resolved through them
Q: I have a pre order, can I change my address?
A: Yes! Please send your new address and order number to primeshiba@gmail.com
Q: Why hasn't my package scanned yet?
A: USPS can usually take a few days to scan packages but it can sometimes be longer but unfortunately we have no control over packages once they leave our hands
Q: Can I return my item?
A: All sales are final, we do not accept returns/ refunds on items, with the exception of our of stock or canceled projects (these will always be refunded)
if you do not like the face on your plush I would recommend hand sculpting which you can do by pushing the eyes in with your fingers (see our instagram highlight for a tutorial)
If you are still unhappy with your plush we can offer full or partial store credit depending on the issue
Q: How long does shipping usually take?
A: Shipping on average takes 2-8 business days not including processing time (we usually process items every 4-7 days!)
Q: Do you ship worldwide?
A: Yes! We can ship anywhere in the world! All of our plush are safety tested and CE marked
Q: Why do you have other stuff on your website besides just your plush?
A: My goal for Prime Shiba was to not only create my own line of items like plush and figurines but also sell other dog related items that are by different brands, we try to be unique and sell things that may not be as easy to find to our US buyers, For example Teddy Hermann and Uni Toys!
We also haven't been able to release as many plush as we hoped recently so selling products from other brands helps us out a lot!
Q: Where can I see you in person?
A: We don't have a physical store but we do in person events during the year, you can find all of our upcoming events on the home page or instagram page
Q: Do you make customs?
A: We unfortunately do not offer custom plush or drawings but if you see a crewneck design you like you can reach out to see if we have your breed!
Q: How do I wash my Prime Shiba Plush?
Plush can be hand washed or put in the washing machine on cold, after washing it is very important to not put them in the dryer! They are susceptible to dryer damage, it is recommended to place them under a fan to air dry which can sometimes take up to 2 days to fully dry!
Q: I’m getting a gift for someone, how far in advance should I order?
A: I would recommend placing an order 2 weeks in advance if you are getting a gift for someone just to be safe! Please make sure you are checking the description to make sure the item isn’t a pre order
Still don't see your question? contact Primeshiba@gmail.com or on instagram which is primeshibashop_backup
Please do not send messages on Facebook, Discord, Tiktok or Reddit, dms are not checked on those platforms!
We are not responsible for lost or stolen packages