Our Return Policy
Customer Requested Cancellation
We are happy to cancel any order that has not been processed for shipping. Because Owl & Goose Gifts is still liable for Shopify fees, PayPal fees and/or credit card processing fees on these orders, all customer requested cancels will be charged a 10% cancellation fee. Orders that have already been processed for shipping cannot be cancelled.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. Items shipped in sealed packaging are not eligible for return if the packaging has been opened. This includes (but is not limited to): Squishmallow Micromallow Capsules, Squismallow Squishville Capsules, Squishmallow Micromallow Collector Tins, Squishmallow Squooshems Mystery Bags
You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at firstname.lastname@example.org. If your return is accepted, we’ll send you the instructions on how and where to send your package.
Items sent back to us without first requesting a return will not be accepted. Customers are responsible for return shipping costs. Original shipping fees will not be refunded unless the return is due to our error.
You can always contact us for any return questions at email@example.com.
Mystery Box Returns
We are happy to accept the return of Squishmallows Mystery Boxes sold on our site. As with other items, customers are responsible for return shipping costs. Unopened Mystery Boxes can be returned for a full refund. Any partial Mystery Box returns will be subject to a 25% restocking fee.
Returns of Items Sold as Full Squad Sets
We are happy to accept the return of any items from Bundles or Full Squad Sets. Again, customers are responsible for return shipping costs. Partial returns of these sets will be subject to a 25% restocking fee.
Please note that all photos used on our website are stock photos. Each Squishmallow is individually crafted, therefore each Squishmallow will vary slightly in its manufacturing. For this reason, the appearance of items may vary slightly from the photo. This includes, but is not limited to: colors of tie dye patterns, colors of hair, size and placement of features (eyes, ears, wings, etc), stuffing level, etc.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is damaged, or if you received the wrong item so that we can evaluate the issue and correct it for you. You have 14 days to notify us if there is a problem with your order. Photos will be required in the case of Imperfect items. If we made a mistake or your item is damaged, we'll make it right for you. Please see below to determine if your item is eligible for refund or replacement.
Incorrect, Damaged or Missing Tag
In the case that you receive an item with a damaged or missing tag, we are happy to send out a replacement tag for your item.
If your item qualifies for a partial discount, the discount will be applied to the cost of the item only. Partial discounts will not be applied to any shipping cost. In addition, if any item that is sold in a set or bundle is found to be eligible for a partial discount, the discount will only apply to the value of the defective item, NOT the value of the full bundle.
Items NOT Eligible for Replacement or Discount
Due to the manufacturing process, Squishmallows and other items sold on our site may have normal variations in their construction.
Variations not eligible for discount or refund include BUT ARE NOT LIMITED TO: fabric/stitching inconsistencies, hair/fur inconsistencies, extra threads or string, exposed stitches or stuffing with no hole, excess glue, uneven features, level of stuffing, wrinkles in fabric or stitching, extra parts that do not stay in place (wings, gills, antlers, ears, etc.)
We are unable to provide discount or replacement for damage to exterior packaging, including but not limited to: plastic coverings, capsules, cardboard backing, etc.
Additionally: Mystery Capsules, Collector's Tins, Squooshems, 12", 14", 16", 20" and 24" Squishmallows come to us factory sealed from the manufacturer. Because we do not remove these items from the manufacturers packaging, we are not able to provide discounts for minor imperfections on these items. These imperfections would be including BUT NOT LIMITED TO level of stuffing, loose strings, excess fabric, bent or torn tags, small/removable marks, etc. Thank you for your understanding!
We are happy to accept the return of these items, but customers will be responsible for return costs.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Refunds may take 3-5 business days for us to process after we have received your return. Please also remember it can take some time for your bank or credit card company to process and post the refund too.
For any questions regarding our Return Policy, please email us at firstname.lastname@example.org.
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