FAQ's

Product Questions

 

Are plugs and tunnels sold in pairs or individually?


Every plug on our site is sold in pairs, so the price you see listed is for two plugs. The only exception is for tapers and stretchers, which are sold individually. When in doubt, check the product description!

 

Does PYH offer wholesale?


Due to the limited and custom nature of the majority of our products we do not offer wholesale at the moment. Maybe one day!

 

The stone/wood plugs I received are different than what's pictured on the site! What's with that?


Stone and wood items tend to vary from plug to plug on color, hue, consistency and sometimes shape or fit. We do our best to match pairs as best we can but since every pair is its own unique snowflake it can be hard to do so. As well the fit or flare of some stone and wood items will be different. We do our best to order a variety of items for people of all tastes! Just keep in mind that sometimes the items pictured will not exactly match the items received.

 

What's the deal with my Custom Image plugs or Limited Run plugs?


The ability to purchase plugs from our Custom Plug line is a beautiful thing. It's even more beautiful how we give you the opportunity to receive a pair of plugs with your own submitted image on it. However, these products take some time to make. Each pair of Custom Plugs is hand-crafted with precision and care. When you place an order for Custom Plugs it is immediately sent into our production queue where our plug creators craft each and every one. What that means is your order is entered into our system, and once we complete the plugs entered into production queue prior to you, we start the process of making yours. This process can take up to 2-4 weeks plus shipping time during the majority of the year, but can vary based on the volume of orders we are receiving from season to season. Once they leave our office you will receive a shipping confirmation email, and that will include your tracking number. If you have any questions concerning your custom plugs please do not hesitate to ask. Email us at support@plugyourholes.com and we will gladly tell you the status of your order. Thank you again for ordering with plugyourholes.com!

 

Hey! My custom plugs' image fell off! Now what??


There are a few different ways to avoid such a tragedy. One being don't shower or swim with them. Don't drop them, kick them, step on them or Hulk Smash them. Now to fix them, you'll have to send them back to us. Once we receive them we'll remake them. Please send broken plugs to:

PLUGYOURHOLES
Attn: RETURNS/EXCHANGES
1636 Broadway
Kansas City, MO 64108

 

 

 

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 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 5-10 business days (that excludes weekends). International orders should allow 2-3 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.

 

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 :)

 

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. Do not email us, CALL US (844-MYPLUGS). 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.

 

I recently moved and forgot to call you guys with a new address! What now?


Bummer! CALL US (844-MYPLUGS) 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.

 

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!

 

I ordered some clothing from you guys, and it doesn’t fit the way I thought it would. Can I exchange for a different size?


Let us know immediately, and we’d be more than happy to exchange it for you. The clothing must be brand new, unwashed, and in perfect condition. No exceptions. We will provide you with a return label, and you will be responsible for paying postage. Send the product back to us, and we will send out an exchange upon receiving your return. If we decide the that the product is anything less than in brand new condition, we reserve the right to reject the return and ship it back to you. And WE WILL call your mother. So be please be careful!

 

 

 

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 PayPal.

 

 

 

Shipping Questions

 

How much does shipping cost?


USA - Flat Rate of $5.99

CANADA - Flat Rate of $9.99

THE REST OF THE WORLD - Flat Rate of $12.99

FREE SHIPPING on any orders over $50!

 

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 5-10 business days (that excludes weekends). International orders should allow 2-3 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.

 

Do you ship international?


Absolutely!

 

Do you offer expedited shipping?


We do not.

 

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.

 

My tracking informations says it was delivered, but I don't have my package. Help!


Unfortunately, there is nothing we can do for you. Our advice is to call your local post office, check with neighbors, check with your parents or room mates, front office of your apartment building, etc… Be sure to frequently check your tracking number once your order ships, to keep yourself in the loop on what day the package might be “out for delivery.”

 

Why was my package returned to you guys?


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!

 

 

 

Returns Questions

 

Do you accept returns?


Yes. and No. There are a few exceptions and rules. See next FAQ for details.

 

What is your return policy?


A) Unfortunately we can not and do not accept returns or exchanges on body jewelry due to our strict sanitation standards. Once a product is mailed out, we have to assume that it has been worn for the protection of other customers.

Additionally, we do not accept returns on any custom or limited run plugs. We do not give refunds for orders canceled due to impatience or incorrect orders attributed to customer error. Please double check to make sure your order is correct before submitting payment! We will not provide a cash refund on custom orders. Please make sure you select the correct size/design prior to completing your order for custom or limited run plugs.

By consenting to the terms and conditions you hereby understand that the items you are ordering are hand-made, made to order items that are created in our warehouse specifically for your order. These items take time to create, and are typically completed between 2-4 weeks after your order is placed. Once your order is placed we do not allow alterations to sizing, material or images, nor do we permit refunds to be given in the event that these terms were overlooked and blindly agreed to. If you receive a custom/made to order item from us that is incorrect you may contact our support team with your order number in the subject line and they will be happy to assist you in an exchange for the correct items originally ordered. We do not allow refunds due to impatience or in the event of unforeseen circumstances, e.g.,  “my boyfriend and I broke up and I don’t need these anymore,” “I didn’t know they’d take two weeks to create,” “I need the money to pay bills,” “my mom won’t let me have plugs anymore,” and so on. Please DO NOT ORDER MADE TO ORDER ITEMS OR CUSTOM ITEMS IF YOU DO NOT AGREE TO THESE TERMS.

Apologies for the inconvenience, but at least you can know that the products you buy from us are safe for you and your loved ones.

 

 

 

Contact Questions

 

How do I call Plugyourholes.com?


Unfortunately our number isn't as easy to memorize as Jenny's, but you can give us a ring at (844) 697-5847

10am - 6pm CST, Monday - Friday

 

Why did you not reply to my email?


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 mean names, tell us we're not special or threaten to steal our lunch money we will not respond. You'll just make us sad. :(

 

 

 

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