Customer Service

At PlatypusHome.com we are dedicated to providing the same superior customer service solutions that can be found in any one of our stores. If you have a question that can’t be answered through the information provided, we encourage you to contact us at your convenience.

Contacting Customer Service

Our friendly and knowledgeable Customer Service Professionals are standing by to assist you with any concern you may have about your next purchase with PlatypusHome.com. Whether your question is big or small, we are confident in being able to find a solution that will make your living space as unique as you are! Utilize our contact form, or email us directly at customerservice@platypushome.com

Payment, Pricing and Promotions

Pricing of items at PlatypusHome.com is subject to change without notice as part of a promotion or sale. Certain promotional prices may only be available online and are not valid in-store.

Privacy & Security

Your privacy is important to us and specific measures have been enacted to keep your information secure. Please, also see the site’s Privacy Policy for additional information on the ways in which we maintain your privacy.

Shipping

Platypus has been serving customers for over thirty-five years, always with the same goal – your total satisfaction! We take great pride in the design, quality, and craftsmanship of all of our products. Our shipments are carefully inspected before leaving our warehouse. Upon receipt of your product, please inspect your purchase and notify us of any damage at CustomerService@PlatypusHome.com.

Shipping Methods

Pricing of items at PlatypusHome.com is subject to change without notice as part of a promotion or sale. Certain promotional prices may only be available online and are not valid in-store.

Free Shipping

Hundreds of our items, including furniture, qualify for free shipping. Look for the free shipping icon throughout our site.

In-store Pickup

Select furniture items as shown are available for “Store Pickup” at your local store location. Please allow up to two weeks for items to arrive from our warehouse to your local store. You will be contacted as soon as your order is available for pickup. In order to enable in-store pickup as a shipping option at checkout, your cart must only contain items that qualify for in-store pickup. Carts that contain items that do not qualify for in-store pickup at checkout will not be eligible for the in-store-pickup shipping option.

Store Pickup – Free

Standard Shipping of Smaller Items Via UPS

All other orders typically ship within two to five business days and arrive via Fedex or UPS. Standard shipping charges are calculated at checkout based on the total amount of your order. Items ordered together may ship from different locations at no additional charge. See the table below to calculate standard shipping charges.

Upon Delivery

Please inspect the packages before you sign the carrier’s receipt. It is your responsibility to check that all items are correct and all pieces are accounted for before you sign. If a box is missing, you may accept the delivery but clearly note the shortage on the receipt. Keep a copy of the drivers receipt and contact us at customerservice@platypushome.com so we can locate the missing goods.

If an item is clearly damaged you may refuse the piece. Please note the damages on the receipt. Keep a copy of the drivers receipt and contact us at customerservice@platypushome.com so we can have a replacement sent. If the box looks damaged but you cannot see the condition of the goods please note on the drivers receipt “Damaged box subject to inspection of concealed damage.” This simply insures that if there is any damage it will not be an issue to replace.

Returns

Our shipments are carefully inspected before leaving our warehouse. Upon receipt of your product, please inspect your purchase and notify us of any damage at CustomerService@PlatypusHome.com. Our customer service specialists will assist you with a replacement or refund for any damaged item. In the event you must return your purchase for any other reason, please e-mail us within 30 days at CustomerService@PlatypusHome.com for a Return Authorization.

Web-only Items

Items purchased through our website can be returned within 14 days of the product’s delivery. Returns must be initiated by contacting Returns@platypushome.com prior to shipping any product.

Cost of Returns at the customer’s expense.

In-store Purchases

Items purchased at any physical location can be returned within 7 days of purchase with accompanying receipt, provided the pieces are in their original condition. Discounted pieces are final sale.

Furniture Items

Furniture items may not be returned to your local store.

Contact us at CustomerService@PlatypusHome.com to arrange for a return of a Furniture Item. Return pickup charges will apply. Delivery and shipping charges are not refundable. Refunds will be issued within 7 business days of receipt of merchandise returned in original condition.