Frequently asked questions are listed below. If your question is not listed, please contact us:
Available Monday - Friday 9 a.m. - 5 p.m. PST
SHIPPING
- What are my shipping options?
All domestic packages are shipped via UPS or USPS. UPS does not ship to P.O. boxes. Below are the current options available:
If you spend: $0 - $99 $100 - $149 Over $150 Hawaii/Alaska/Puerto Rico
USPS $5.99 Free Free $10.95
UPS $7.99 $7.99 Free $12.95
2nd Day Air $19.99 $19.99 $19.99 N/A
Next Day Air $27.99 $27.99 $27.99 N/A
International: $40.00
- What are the qualifications for your free shipping promotion?
Our free ground shipping (USPS) promotion only applies to contiguous U.S. domestic orders over $100 or over $150 for free UPS ground shipping.
- How long will it take for my order to arrive?
Depending on the service you select, your order can take as little as 1 day and no longer than 9 days. Please allow up to 24-48 business hours for processing. Expedited shipments are not available for Saturday delivery.
Transit Time: Please note that transit times are measured at the point of shipping.
Service West Coast Central U.S. East Coast Hawaii/Alaska/Puerto Rico
USPS 2-3 Days 3-5 Days 5-8 Days 6-9 Days
UPS 1-3 Days 3-4 Days 4-6 Days 6-9 Days
2nd Day Air 2 Days 2 Days 2 Days N/A
Next Day Air Next Day Next Day Next Day N/A
- When will my order ship?
Our shipping department is open Monday to Friday 9 a.m. - 5 p.m. Orders placed after
10 a.m. are processed the following business day. Please allow up to 24-48 business hours to fully process your order. Orders are not processed on the weekend. Please note that all ground and non-contiguous shipments are not guaranteed. Delivery dates are based on average transit time.
Our shipping department will be closed for the following holidays:
Tuesday, January 1, 2013
Sunday, March 31, 2013
Monday, May 27, 2013
Thursday, July 4, 2013
Monday, September 2, 2013
Thursday, November 28, 2013
Wednesday, December 25, 2013
INTERNATIONAL
- What countries do you ship to?
Currently, Planet Blue ships to: Australia, Austria, Belgium, Belize, Brazil, Canada, Czech Republic, Denmark, Finland, France, Germany, Greece, Hong Kong SAR China, India, Ireland, Italy, Japan, Malaysia, Malta, Mexico, Netherlands, New Zealand, Norway, Poland, Portugal, Romania, Russia, Saudia Arabia, Singapore, South Korea, Spain, Sweden, Switzerland, Tawain, Turkey, Ukraine, United Arab Emirates, United Kingdom, and the United States. We can only ship to countries approved by UPS. Please email us at orders@shopplanetblue.com if you have any issues placing an international order or do not see your country listed when checking out.
- How long does international shipping take?
All international orders take 5-7 days transportation. Once reaching your country, it may take additional days for the package to be passed through customs. This additional time varies with each country.
- How much does international shipping cost?
We have a flat rate shipping cost for all international orders, which is $40 via UPS Worldwide Expedited.
Note: International packages require more information and therefore can delay the processing time. Planet Blue will contact the customer with any arising issues.
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. Planet Blue is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information and/or use the UPS TradeAbility tool.
By law, Planet Blue must declare all items at their full price and cannot alter this amount to decrease international custom fees.
- How much are international duties & taxes?
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. The general amount for the duties and taxes fee is 20% of the dollar amount of the merchandise. Planet Blue is not responsible for any duties/taxes applied to your package. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information and/or use the UPS TradeAbility tool.
By law, Planet Blue must declare all items at their full price and cannot alter this amount to decrease international custom fees.
If you refuse a shipment from Planet Blue, you are responsible for the original shipping charges, any import fees that are incurred on the package, and the cost of returning the package to Planet Blue. This amount will be deducted from your merchandise refund. In the instance, the return fee exceeds the amount of the merchandise plus shipping costs, the package will be abandoned and you will not be refunded.
ORDERS/PAYMENT
- Why was my order/item cancelled?
The item you ordered was either out of stock due to an inventory error or unforeseen delays by manufacturers. If indeed the item you ordered is out of stock, you will be contacted within 24 to 48 hours. If you ordered more than one item, your other item will be shipped and the item that is out of stock will be canceled off your order.
During checkout, you have the option to instruct us on how to proceed if your item is out of stock. You have the option to choose "Contact you to find alternative size and/or color" or "Cancel the item and send remaining item(s)."
- Why was my order/item backordered?
Usually this means your item is out of stock but has been re-ordered.
During checkout, you have the option to instruct us on how to proceed if your item is back ordered. You have the option to choose "Send the item(s) as it becomes available", "Contact you to find alternative size and/or color" or "Cancel the item and send remaining item(s)."
- When should I expect my pre-sale item to be charged and shipped?
The delivery date stated on the product page is estimated. We are unable to guarantee delivery dates for pre-order items due to unforeseen delays by the manufacturers. Your credit card will be charged within 30 days of placing your order, If for some reason we cannot fill your order due to an inventory or manufacturing error, we will cancel your order or refund you if already charged.
- Why is my credit card not working?
There are several reasons why this could happen, so please check the following before you retry. Our site only allows three attempts per hour.
-Billing information mismatch. Please check your bank statement or call your bank to verify your billing information is 100% correct and that there aren't any typos.
-Your bank has a hold on your account because you tried to place your order too many times with the incorrect billing information. Depending on your bank, you may see several pending transactions, which will not be charged.
-You do not have sufficient funds in your account.
-We do not accept your credit card type. We only accept Visa, MasterCard and American Express.
- Can I use my store credit/store gift card online?
At this time you can only use store credit/gift card in our retail locations, but they do not expire.
- How do I create a ShopPlanetBlue.com account?
Create an account by clicking "My Account" located in the top right corner of the screen. Then proceed by clicking "Create An Account" and enter your information. Please note, if you choose to checkout as a "guest", you will not be subscribed to our newsletter and will not receive information on promotions, discounts, etc.
- How do I subscribe to receive Planet Blue promotions and updates?
You have two options:
1. In the bottom right corner, you can enter your email into a text field.
2. Create an account by clicking "My Account" located in the top right corner of the screen. Then proceed by clicking "Create An Account" and enter your information. Please note, if you choose to checkout as a "guest", you will not be subscribed to our newsletter and will not receive information on promotions, discounts, etc.
RETURNS/EXCHANGES
- What is your return policy?
- Web orders are eligible for a full refund or exchange if returned within 30 days of purchase to our online returns department. During holiday season (Nov 1st to Dec 25th ), we will accept your return after the 30 days so long as it is received by January 10 of the following year.
Items must be unworn, unwashed, undamaged, unused, and with all original tags and accessories attached. For exchanges or store credit only, we accept items received up to 45 days after purchase. Sale, discounted, and special order items are marked FINAL SALE, in which case they are not eligible for refund, exchange, or store credit. Shipping charges are not reimbursed for returned purchases.
- Orders can be returned or exchanged at any of our store locations. For a list of our locations, please click
here.
Note: In-store returns are refunded in the form of store credit only, absolutely no refunds. In-person returns to our online fulfillment center will not be accepted.
- All returns must meet the following requirements.
- Merchandise must be returned within 30 days of you receiving your order.
- Merchandise must not be worn, altered, damaged, or washed.
- Merchandise must have all tags and accessories attached.
- Footwear must include the original shoe box in its original condition, without postal labels. A $25.00 shoe box fee will be imposed if footwear is returned in a damaged shoe box, or without the original shoe box.
- Please Note: Shipping and handling charges are not refundable. Packages that arrive COD may be denied, or the COD amount may be deducted from your return. Return Shipping costs are currently not reimbursed by Planet Blue.
- Final Sale and Special Order items may not be returned.
If any returns do not meet these requirements, you will be contacted and the items will be returned to you immediately. We reserve the right to refuse a refund if the items have any signs of wear, alterations, misuse or damage. Please contact our customer service if you have any questions: orders@shopplanetblue.com
- How should I send my return back?
1. Securely repackage your items in the same packaging (or comparable package) you have received your item.
2. Enclose a copy of the receipt and completed RETURN FORM.
3. Affix our included Prepaid Return Label to the package and drop off
4. Drop off your package at a U.S. Postal Service mailbox or post office OR visit www.USPS.com/pickup to arrange for a free pickup.
Note: The cost of the return shipping ($7.99) will be deducted from your refund or store credit.
You can also choose to send the return to us at the below address using any other trackable method, at your expense. Please ship your return package to:The cost of the return shipping ($7.99) will be deducted from your refund or store credit.
Planet Blue Returns Department
1653 12th Street
Santa Monica, CA 90404
- Refunds & Processing Time
If your package arrives at Planet Blue Returns Department within the 30-day timeline specified above, your refund will be processed in the original form of payment within 5-10 business days. You will be notified via email to the address listed on your account when this transaction has taken place. Your banking institution may require additional days to process and post this transaction to your account once they have received the information from Planet Blue.
- In-Store Returns & Exchanges
Orders can be returned or exchanged at any of our store locations. For a list of our locations, please click
here.
Note: In-store returns are refunded in the form of store credit only, absolutely no refunds. In-person returns to our online fulfillment center will not be accepted.
- Useful Return Tips
Shoes scuff very easily on any hard surface. Always try-on shoes on carpet.
Swimwear & Lingerie please try-on over underwear for sanitary reasons. New Hygienic strips are provided with all swimwear & lingerie orders.
Damaged Items should be reported to customer service immediately (before returning package) to insure your refund or exchange is properly processed.
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1-877-6-SHOP-PB 
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