Customer Service

CONTACT US

We’d love to hear from you. If you reach us when we’re not in the office, we’ll get back in touch with you either later the same day or the next business day.

Call us at:

1-703-652-6376 (our headquarters in Falls Church, Virginia)

1-866-289-7051 (our toll-free customer service line)

Fax us at:

1-703-940-8030

E-mail us at:

customerservice@piutre.com

For questions or problems concerning the website, please e-mail bailey@piutre.com.

PLACING AN ORDER

Directly under the Piutrè logo on our home page is a list of product categories (Dogs, Cats, Bears, Wild Animals, etc.). Pick one and you’ll see a selection of specific breeds or product groupings (under Dogs, for example, Afghan Hound, Airedale Terrier, Basset Hound, etc.). Click on one of these to see the products available in that particular group and, in most cases, a group photograph.

To see several close-up photos of an item, click on the magnifying glass to the right of the product description. After the individual product page loads, you can click on the numbers directly under the photograph to see additional images. (Not all products have close-up photographs right now, but we’re adding new images every day.)

Want to buy a Piutrè animal? Simply select Add to Cart, and we’ll guide you from there.

The Shopping Cart keeps track of your purchases, calculates shipping and handling charges as you go, and maintains a running total. You can add or remove items at any time. When you’re done shopping, click the Checkout button and you’ll be guided through the rest of the online order system.

You may also order off-line by calling 1-866-289-7051 (toll-free) or by faxing your printed order form to 1-703-940-8030.

FREQUENTLY ASKED QUESTIONS

What forms of payment may I use?

We also accept personal checks, money orders, and instant cash transfers through PayPal.

We are working toward setting up credit card payments online. Soon we shall accept American Express, Discover, MasterCard, and VISA. Once you place your order with a credit card, it will not be charged until the item has shipped.

Is it safe to use my credit card online?

Yes. Our security system prevents unauthorized access to confidential information when you are online or off-line.

We use state-of-the-art software to automatically encrypt your credit card numbers and personal information while they are in transit over the Internet, preventing a third party from viewing the information. The instant you reach our checkout page you have entered our secure shopping zone.

When and how are products shipped?

We make every effort to ship same day for all orders placed by noon (Eastern Standard Time) on weekdays. All orders placed after noon and on weekends or holidays will be shipped the next business day. As soon as your product is shipped, you will receive an e-mail confirmation with the shipping information, including a delivery confirmation or tracking number.

We send most packages via U.S. Postal Service (Priority Mail), though we also use UPS and Federal Express. UPS and Federal Express do not deliver to P.O. Boxes, so we need a street address, or, if you are using a rural route number, a complete address and the nearest crossroad. A telephone number is required for all rush delivery orders.

How soon will my purchase arrive?

For regular delivery, please allow 5 to 7 business days for in-stock items to arrive. Very large or heavy items may take longer. Rush delivery is available for an extra charge.

How do I check the status of an order?

To check on the status of your current order, please feel free to call our toll-free customer service number: 1-866-289-7051 (Monday-Friday, 9 a.m. – 6 p.m. EST).

Or, if you prefer, e-mail us at customerservice@piutre.com with your last name and zip code.

Do you ship overseas?

We’ll ship just about anywhere in the world, though extra charges apply and we advise you to contact us first for an estimate.

We refer most inquiries from Europe and Asia to our Italian partners at www.piutre.it.

What about shipping large or heavy items?

We offer Premium Delivery Service if you would like to have studio-model or other extra-large items brought into your home or business and set up exactly as you’d like it. All packing materials are then removed. The additional charge for this service varies by item and location; the minimum charge is $150.

How do you calculate shipping? What will it cost?

To simplify shipping and handling charges, we organize costs by the dollar amount of your order. Note that these charges apply per individual address. And please remember that very large or heavy items may require an extra shipping charge because of their size or weight.

How do you calculate sales tax?

We are required to add sales tax for merchandise and shipping and handling charges for all orders delivered in Virginia.

What happens if an item is out of stock?

Because our products are made by hand and imported from Italy, quantities are limited. If an item is out of stock, you will be given an estimate of if and when we can ship the product to you. You will always have the option to cancel your order. On credit card orders, your card will not be billed until the product is shipped.

How would I return an item?

If you are dissatisfied with an item, or need to talk to us for any reason, please call Customer Service at 1-866-289-7051 (toll-free) and we will be happy to help. To return an item (within sixty days of receipt), please repackage it, enclose the packing slip, insure the package, and send it back to us. Our return address is Piutrè USA, Ltd., P.O. Box 8585, Falls Church, VA 22041. We will refund or credit the value of the item, including taxes. Shipping and handling charges are not refundable.

Should an item arrive damaged or in less than perfect condition, please save the merchandise and all of the packaging material. Then call Customer Service at 1-866-289-7051 (toll-free) for return instructions. Be sure to call us before sending back any damaged items.

CARING FOR PIUTRÈ ANIMALS

Piutrè products are surface-washable. Use a mild liquid detergent and a dampened cloth to gently wash the surface. Allow the surface to dry completely, then brush the Piutrè animal using a wirehair brush. With a little care and love, Piutrè products should last a lifetime.

OUR GUARANTEE

We love what we do — selling the most beautiful and realistic plush animals in the world. We guarantee that each member of the Piutrè Animal Collection is “Made Only by Hand . . . Made Only in Italy.”

We aim to provide our customers with the finest products of their kind, as well as friendly, knowledgeable, and highly personalized service. We want to get things right. We’re happiest when our customers are thrilled with their purchases.

Please keep in mind that because each Piutrè animal is made by hand, it is, therefore, unique. If for any reason a product doesn’t live up to your expectations, however, simply return to us (see above) for an exchange or refund.

We’ll bend over backwards to make — and keep — you happy.