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. UPS does not ship to P.O. boxes. UPS determines the shipping cost based on weight and zip code. Below are the current options available:
Standard: 6-10 business days $7.99
Express: 3-6 business days $14.99
Express Air: 2-3 business days $19.99
Expedited: 1-2 business days $27.99
Non-contiguous US (AK, HI, Puerto Rico): $12.95
International: $40.00
Note: Please allow up to 24-48 business hours for processing. Expedited not available for Saturday delivery.
- What are the qualifications for your free shipping promotion?
Our free ground shipping promotion only applies to U.S. domestic orders over $150.
- 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 while UPS is speedy and accurate, the arrival date is not guaranteed.
Our shipping department will be closed for the following holidays:
Monday, May 28, 2012
Wednesday, July 4, 2012
Monday, September 3, 2012
Thursday, November 22, 2012
Friday, November 23, 2012
Monday, December 24, 2012
Tuesday, December 25, 2012
Monday, December 31, 2012
Tuesday, January 1, 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. Canadian customers have the option of choosing a less expensive option, Canada Standard, which is based on weight and zip code.
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?
All returns must meet the following requirements.
- Mail it back within 21 business days of receiving your order.
- Must be unused, undamaged, and with all tags and accessories.
- The item is not on sale, discounted or part of a special order.
- The item is not swimwear, intimates, belts, hats, hair accessories, eyewear, scarves, shoes, handbags or beauty products.
- The item is not from a store.
All sale items, swimwear, intimates, belts, hats, hair accessories, eyewear, scarves, shoes, handbags and beauty products are FINAL SALE.
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
Note: ShopPlanetBlue.com is NOT responsible for any shipping charges which occur from a return.
- How should I send my return back?
- Repackage your return securely in the same box or in a box comparable to the one you received your item in.
- You MUST enclose a copy of the receipt (please fill out return/exchange form).
- You are responsible for any shipping charges, which occur from a return. Keep your tracking number to ensure the package is returned to us. We are not responsible for packages that we do not ship ourselves.
- Ship your return package to:
Planet Blue Returns Department
1653 12th Street
Santa Monica, CA 90404
- When will my return be processed?
Once we received your return, your refund will be processed within 5-7 business days to the original form of payment. You will be notified via email to the e-mail provided on your order when the refund has been credited. Your bank may require additional days to process this refund to your account.
- Can I return/exchange merchandise I purchase online at one of your stores?
Yes. If you are in the Los Angeles area, you can return your items to any of our 5 store locations if the following conditions apply:
* Order/item was received within 14 business days of return.
* The item is not on sale, discounted or part of a special order.
* The item is not swimwear, intimates, belts, hats, hair accessories, eyewear, scarves, shoes, handbags or beauty products.
* Must be unused, undamaged, and with all tags and accessories.
Note: In store returns are refunded in the form of store credit, absolutely no refunds.
We will not accept returns brought directly to website or any other Planet Blue offices.
- What is the return policy during the holidays?
We offer an extended return policy for all orders placed during November 23 - December 24. All orders placed within this timeframe can be returned before January 5th. All other return requirements apply:
* Must be unused, undamaged, and with all tags and accessories.
* The item is not on sale, discounted or part of a special order.
* The item is not swimwear, intimates, belts, hats, hair accessories, eyewear, scarves, shoes, handbags or beauty products.
* The item is not from a store.
- What is your online gift card policy?
Online gift cards are non-refundable.
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1-877-6-SHOP-PB 
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