FAQ backup
Ordering Questions
How long will it take to process my order?
Most orders are processed and put into the works within 48 hours but may take up to 7 full business days depending on our order volume (Big Sales = Big Amounts of Orders = Lots of Work for the VERY Small PYH Crew). Sorry we are not Amazon, our crew is way smaller. Most orders are shipped via USPS Saver Shipping (Non-Tracked), unless you decide to upgrade to USPS Standard Shipping (Tracked), which usually takes between 5-12 business days (that excludes weekends), OR You choose FedEx 2-Day Shipping. The Shipping delivery timeframe for ALL orders does NOT Begin until AFTER the label for your order gets created, The Day you place your order, and the days it takes to process DO NOT count in the shipping delivery timeframes. International orders should allow 4-6 weeks for delivery once they leave our warehouse (that means you too, Canada!). Please be aware that international orders have to clear customs, which can sometimes take a little longer than the standard ship time. We’re not sure why they hold things up here and there, but they do.
How do I track my order?
We will send you a shipping confirmation email, with a tracking number! Please give the tracking number 24 hours (after receiving your confirmation email) to update and show shipping progress. For International orders, the same rules apply. However, we are unable to track orders once they have left the United States. If you want fully tracked shipping (US, and International we recommend you upgrade to FedEx (2-day for USA Customers, or FedEx International Economy for international Customers) Shipping, or USPS Standard Tracked if you're in the US. You may be able to Track your order via the "Shop" App, but we are not directly associated with them so tracking may not be fully accurate. It's best to just go to the Carrier's website and check the tracking on there.
TRACKING IS NOT AVAILABLE FOR "SAVER SHIPPING" ORDERS, You MUST choose tracked shipping if you want to know where exactly your order is.
Can I change my order after it has been placed?
Within a few hours of ordering, changes and/or modifications shouldn’t be a problem. Past a few hours, we may not be able to modify or change your order. Yes, sometimes your orders get in the mail the same day you place your order! As long as it has not shipped out, it shouldn’t be a problem. Just get in touch with us as soon as you realize there is a problem. Contact us here: support@plugyourholes.com We are also always checking our Facebook, Instagram, and Text Line as frequently as we can.
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I gave you the wrong address by accident! What now?
It is extremely important you give us the correct address, but if for some reason, you were having an “off-day” when placing your order, contact us immediately. If your order has not shipped out then we can totally change the address for you! If the package shipped we have to wait until it gets sent back to us. Contact us here: support@plugyourholes.com We are also always checking our Facebook, Instagram, and Text Line as frequently as we can.
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I recently moved and forgot to call you guys with a new address! What now?
Bummer! Email us support@plugyourholes.com We will change the shipping address for you. If the order has already shipped, there’s nothing we can do. Our advice would be to contact the post office of the delivery zip code, and ask them to either hold the package or forward it to a new address.
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Why are the items I ordered the wrong size?
We're human, and whether we like it or not we make mistakes from time to time. If we shipped out the wrong size item to you please don't hesitate to pack them up and send them back to us. Please shoot us an email giving us a heads up so we know how to handle your package once it's received back in our warehouse. From there we'll do a size verification and get you taken care of!
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Where is my order?
Most orders process within 72 hours. However, we are not Amazon and we have a fairly small crew. We do our best to get orders shipped within a week. If you have further questions about why your order hasn’t shipped out, email support@plugyourholes.com
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I ordered the wrong size of plugs!
If your order has not shipped out we can change the size for you. Just send an email about what plugs need to be changed and what size you need to change them to. You are also, always welcome to call in and we can change it over the phone. If it already shipped out you can return it as long as you get in contact with us within 7 days! With few exceptions, we take returns no questions asked. If it's our fault shipping is on us, if you made a mistake, that's ok, but to be fair shipping costs are on you. support@plugyourholes.com
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Why haven’t I gotten a tracking number?
We offer tracked and non tracked shipping. As soon as your order is shipped the tracking number will be sent directly to your email if you chose that option. You get get a notification that it shipped either way.
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How long is shipping? // International and domestic
We are located in Kansas City, MO. So if you live in the United States, most orders take between 5-12 business days to be delivered. International shipping is a bit different because orders have to go through customs on top of being shipped a much longer distance. If you live outside the US we generally say orders take between 4-6 weeks to be delivered. Sometimes it happens faster than that and sometimes it takes longer. Also keep in mind that once a package leaves the United States tracking may not be available for your package.
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Help! My shirt is too small/big!
If your clothing fits different than you expected, give us a call or shoot us an email. We would be more than willing to send you a return label. You will have to pay for return shipping though.
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What’s the hold up on my image and engraved plugs?
When you add image or engraved plugs to your cart, you have to agree to a disclaimer stating that since those items are handmade they may take up to six weeks to make. If you have other items on your order you are given the option to add a partial ship to your order for an additional $3. If you pay for the partial, we will ship your order in two parts. If you do not add the partial, we will send everything all together as soon as the custom items are completed.
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Why do my stone and wood plugs look different than the pictures on your website?
Due to the organic nature of stone and wood plugs, they can appear slightly different than the photo on the site. It doesn’t mean we are sending something other than what you ordered; it just means that what you ordered is so unique it may be slightly different. This can also lead to the two plugs you receive in a pair having minor differences. If you prefer something that will be exactly the same every time you buy it, we would recommend something more like steel, acrylic, or silicone.
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The image on my image plugs is damaged!
Since these are a handmade item, there is a chance that there will be minor inconsistencies, which includes (but is not limited to): small bubbles, cloudiness, scratches, or bumps. We quality control every pair that goes out the door and do our best to get you a perfect pair of image plugs. However, we are human and occasionally make mistakes. If you would like us to take a second look at your image plugs, please email detailed photos of the plugs to support@plugyourholes.com
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I received broken plugs!
When we ship your order we always pack it up with extra love. However, due to being shipped, there is always a chance that your product is damaged while in transit to you. If you open your package and have a broken or damaged product, let us know and we will get a replacement pair to you ASAP. support@plugyourholes.com
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I’m missing items from my order!
We do our best to catch mistakes before they go out the door. However, sometimes orders do accidentally go out the door without all the items. If you are missing something, give us a call or an email and we will gladly correct our mistake.support@plugyourholes.com
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When are _______ Plugs going to be in stock?
Each pair of plugs are in stock about 90% of the time. If there is a pair you see that says your size is out of stock, there will be a bar below for you to enter your email. From there you will be notified of when they're back in stock. Now some plugs only go up to a certain size. If your size isn't an option on the size tab for said plugs, then we most likely will not be getting your size in.
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Payment Questions
What forms of payment do you accept?
We gladly accept major credit cards such as Visa, MasterCard, Discover, and American Express. We also accept Apple Pay, Amazon Pay, PayPal and even Bit Coin. We also offer Afterpay on all orders within the United States over $35.
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Shipping Questions
How much does shipping cost?
USA
• $3.99 Saver Shipping (under 1 lb.) (NO TRACKING)
• $7.99 Standard Shipping (TRACKING)
• $3.99 Saver Shipping (under 1 lb.) (NO TRACKING)
• $7.99 Standard Shipping (TRACKING)
• $10.99 FedEx Express (2-Business Days Tracking)
• $39.99 FedEx Overnight (Exact Price Calculated based on your location, the price we give is just the average base)
• $49.99 FedEx Priority Overnight (Exact Price will be calculated at checkout based on your location, the price we give is just the average base)
• FREE Saver Shipping with orders over $50 [USPS ONLY] (NO TRACKING)
• FREE FedEx Express with orders over $200 [US ORDERS ONLY)
CANADA
• $6.99 Standard Shipping
• $6.99 Standard Shipping
• FedEx International Economy (Price calculated at checkout based on your location)
• FedEx International Priority (Price calculated at checkout based on your location)
• FREE Standard Shipping with orders over $50 [USPS ONLY]
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INTERNATIONAL
• $9.99 Standard World Wide Shipping (TRACKED UNTIL IT LEAVES THE UNITED STATES)
• FedEx International Economy (Price calculated at checkout based on your location)
• FedEx International Priority (Price calculated at checkout based on your location)
• FREE Standard World Wide Shipping with orders over $50 [USPS ONLY]
• $9.99 Standard World Wide Shipping (TRACKED UNTIL IT LEAVES THE UNITED STATES)
• FedEx International Economy (Price calculated at checkout based on your location)
• FedEx International Priority (Price calculated at checkout based on your location)
• FREE Standard World Wide Shipping with orders over $50 [USPS ONLY]
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Do you ship internationally?
Short Answer: YES!
We offer multiple shipping options for our international Customers, Check out the previous question for a breakdown.
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How long does it take for my order to arrive?
Most orders are processed and put into the works within 48 hours but may take up to 7 business days depending on our order volume (Big Sales = Big Amouts of Orders = Lots of Work for the Small PYH Crew). Sorry we are not Amazon, our crew is way smaller. All orders are shipped via USPS standard shipping, which usually takes between 5-12 business days (that excludes weekends). International orders should allow 4-6 weeks for delivery once they leave our warehouse (that means you too, Canada!). Please be aware that international orders have to clear customs, which can sometimes take a little longer than the standard ship time. We’re not sure why they hold things up here and there, but they do. International Customers, We understand that 4-6 weeks may seem like a long time, but we promise its worth the wait. If you're looking to received it sooner than the 4-6 week timeframe you may choose to upgrade to FedEx International Shipping when placing your order.
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Do you offer expedited shipping?
Yes we offer FedEx 2-Day, and overnight. Also FedEx International Economy, and Priority.
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Will you ship to an address other than my billing address?
Of course we will. Simply enter a different shipping address in the checkout from the correct billing address listed on your credit card account. We do not ship any order without proper billing information. If your billing information does not match your billing address, we will contact you to sort it out.
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My tracking number shows my package was delivered but it wasn’t!. Help!
Oh no! Sometimes this happens and is a big bummer. We have no control over a package once it leaves our warehouse. We recommend that you check in with any neighbors or housemates to see if it was delivered to the wrong address by accident. If you live in an apartment complex or school dorms, check in with the front desk of your building. If all of that turns up nothing, give your local post office a call to see if they can further help you locate the package. Be sure to keep an eye on the tracking and pay attention to the estimated delivery date. If stolen packages are a big issue in your area we suggest you try to ship your package to an alternative location such a your work or a P.O. Box.
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Why was my package returned to you guys?
If your package is returned to our warehouse, grab a towel and don’t panic. We will send you an email asking for a new address to resend the package to. The reason we request a new address is to ensure that the package actually gets to you the second time around! If we had a dollar for every package lost by the USPS we would have enough money to start our own postal service. Not really, but you get the idea! USPS is a mysterious creature, full of inconsistency and vague answers. What we can tell you is make sure to have your name, apartment/suite number, height and eye color clearly stated on your mailbox (Just kidding. But seriously). Make sure your sidewalks are shoveled and clear of debris. Make sure your mailbox is able to fit a padded mailer in it otherwise you may have to go pick it up. Please send any other questions/comments to support@plugyourholes.com and we'll be happy to help!
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Why is my tracking number not updating?
Once your package leaves our warehouse, we have no control over it. Keep in mind that not every single package gets scanned immediately when it goes to the post office. Try to be patient with it, if you still haven’t seen any kind of update on the package three business days after it has been shipped, give us a call and we will do our best to help you out! Please send any other questions/comments to support@plugyourholes.com and we'll be happy to help!
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Return Questions
Do you accept returns?
Yes. If there are any issues with what you received or you can return it as long as you get in contact with us within 7 days!
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What is your return policy?
We now allow you to return your plugs as long as you have gotten in contact with us within 7 days of the order being delivered. With few exceptions, we take returns no questions asked. Restrictions may apply based on image plugs, engraved plugs, or other custom creations. Otherwise, we’d love to hook you up with either store credit or a different size of the same plugs. Shipping fees apply depending on the situation. If it's our fault shipping is on us, if you made a mistake, thats ok, but to be fair shipping costs are on you. Any other question please email support@plugyourholes.com If the product(s) you receive is broken, chipped or smashed into pieces, you may return it for the same product and size. The item(s) must be returned within 14 days of the shipping date.
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What's your Return Address?
Plug Your Holes
1407 Clay St.
North Kansas City, MO 64116
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THE PYH PROMISE
When I started PlugYourHoles.com in 2006, it was my goal to provide people with quality body jewelry at an affordable price. Over the years the response to our fair prices has been met with a tremendously positive response and has changed the way body jewelry is bought and sold worldwide. In the same spirit that brought you great prices years ago, we are once again reinventing the buying experience by adding a sense of security to your future purchases from PlugYourHoles.com. I introduce to you - The PYH Promise. This promise is an iron clad, no questions asked, satisfaction guarantee. This means that if you have any problems with the products that you receive from PlugYourHoles.com in any way, shape, or form and get ahold of us within 7 days of receiving your order we will replace, refund or credit you for the entirety of the products purchased. The questions of uncertainty are gone forever my friend. Every order made from PlugYourHoles.com now comes wrapped in the PYH Promise! -Sam Dean
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Contact Questions
What is your phone number?
Phone Line: 844-MY-PLUGS / (844) 697-5847 • 10 am-5pm CST • Monday-Friday
Text Line: (816) 607-8200
You can also reach us via email. Our email is support@plugyourholes.com. You can also reach us via chat on the bottom corner of our site from 10am-8pm (CST), Please keep in mind due to high demand for customer support we have focused our support team to chat and email.
Alternative Contacts are on our Facebook Page in Messenger, Instagram DMs.
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I emailed but no reply!
We get hundreds of emails every day and we do our absolute best to keep up and respond to everyone that reaches out to us. Your satisfaction is our top priority, but sometimes we do get a little behind. Remember: if you cuss at us, call us names, tell us we're not special, or threaten to steal our lunch money we WILL NOT respond. You'll just make us sad. We do our best to treat you with respect and expect the same from you. Please also keep in mind that the volume of orders increase during Holiday season.