Refund & Return Policy
We want you to love your SQUU. Because many of our squishies are handmade, hand-finished, and designed as tactile sensory products, please review the following policy before requesting a return, replacement, or refund.
Returns
Due to the handmade and tactile nature of our products, we do not accept returns or offer refunds for change of mind, personal preference, or buyer’s remorse.
This includes, but is not limited to:
- Changing your mind after placing or receiving your order
- Ordering the wrong color, style, texture, firmness, or rebound preference
- Personal preference regarding the feel or sensory experience of the product
- Reasonable variations in color, size, shape, texture, or filling that result from our handmade or small-batch production process
We encourage you to carefully review the product description, photos, measurements, firmness, texture, and rebound information before placing your order.
If your item arrives damaged, defective, incorrect, or an item is missing from your order, please contact SQUU Customer Support within 3 days of delivery. Eligible issues will be handled according to our Damaged Upon Arrival and Order Issues policies below.
Please do not send any item back without contacting us first. Unauthorized returns may not be accepted.
Damaged Upon Arrival
If your SQUU arrives damaged, leaking, torn, or otherwise unusable when first removed from its packaging, please contact SQUU Customer Support within 3 days of delivery.
Please provide:
- Your order number
- Clear photos of the affected item
- Photos of the original packaging
- A short video showing the condition of the item, when available
Please keep the damaged item and its original packaging until your claim has been reviewed.
For eligible arrival-damage claims, SQUU may provide a replacement at no additional product cost. Approved claims are limited to one replacement per affected item.
Depending on availability and the circumstances of the claim, we may offer an alternative resolution when an identical replacement is unavailable.
Damage During Use
SQUU squishies are soft tactile sensory products. Their lifespan varies depending on the material, frequency of use, and how they are handled.
Damage that occurs after use including tearing, leaking, puncturing, overstretching, aggressive squeezing, pulling, twisting, damage from fingernails or sharp objects, or normal wear over time which is not considered arrival damage.
Gentle, slow squeezing is recommended to help extend the life of your squishy.
Products that have been used, played with, damaged during use, or altered after delivery are generally not eligible for return, refund, or replacement.
Handmade & Batch Variations
Many SQUU products are handmade or hand-finished in small batches.
Because of the handmade process, individual pieces and production batches may have slight variations in:
- Color or shade
- Size and shape
- Filling amount
- Surface texture
- Appearance and finishing
We may also make small improvements to materials, filling, construction, or design between production batches to improve the product experience or durability.
Reasonable handmade or batch-to-batch variations are part of the nature of these products and are not considered defects.
Rebound & Moldable Squishies
Different SQUU products are intentionally designed with different rebound characteristics.
Some may have fast, slow, or ultra-slow rebound and can be moldable or zero-rebound and are designed to hold the shape created by squeezing or pressing.
A moldable or zero-rebound product not returning to its original shape is an intended sensory characteristic and is not considered a defect when the product description identifies it as such.
Please review the individual product description before purchasing for firmness, texture, rebound, and other sensory characteristics.
Incorrect or Missing Items
If you receive the wrong item or an item is missing from your order, please contact SQUU Customer Support as soon as possible with your order number and photos of the items and packaging received.
We will review the order and work with you to correct eligible fulfillment errors.
Refunds
Once an authorized return is received, we will inspect the item and notify you of the status of your refund.
If approved, the refund will be issued to your original payment method. Please allow additional time for your bank or payment provider to process and post the refund.
Shipping charges and return shipping costs are generally non-refundable unless otherwise required by applicable law or the return results from an approved error on our part.
Exchanges
We do not currently offer direct exchanges.
If you would like a different product, please contact Customer Support (hello@squushop.com) regarding your return eligibility and place a new order for the item you would like.
Non-Returnable Items
The following are generally not eligible for return or refund:
- Items that have been used or played with
- Items showing signs of squeezing, stretching, pulling, puncturing, or other use
- Items damaged after delivery
- Items returned without authorization
- Items outside the applicable return window
- Items missing their original packaging
- Items with reasonable handmade or batch-to-batch variations
- Moldable or zero-rebound products functioning as described
Certain final-sale or promotional items may also be non-returnable when clearly identified as such at the time of purchase.
Order Cancellations
If you need to cancel or change an order, please contact us as soon as possible. (hello@squushop.com)
We will do our best to accommodate cancellation or modification requests before fulfillment begins. Once an order has entered fulfillment or has shipped, we may no longer be able to cancel or modify it.
Contact Us
For returns, arrival-damage claims, or questions about your order, please contact:
SQUU Customer Support
Email: hello@squushop.com
Please include your order number in your message so we can assist you as quickly as possible.
This policy does not limit any rights or remedies available to consumers under applicable law.