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. 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.
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 items returned from opened Mystery Boxes 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 Full Squad Sets. Partial returns of these sets will be subject to a 25% restocking fee.
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. If we made a mistake or your item is damaged, we'll make it right for you.
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 and stitching inconsistencies, extra threads or string, exposed stitches with no hole, excess glue or uneven features.
Additionally: 16" and Larger Squishmallows now come to us factory sealed from the manufacturer. Because we are unable to check over these items in detail, we are not able to provide discounts for minor imperfections on items sent in the manufacturers packaging. 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. Please 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.