Return & Refund Policy
We accept return requests within 7 days of delivery. Please email us at [email protected] before sending anything back. Returns sent without our approval can’t be accepted.
Return Conditions
- Items must be unused and in their original packaging.
- Please include your order number or other proof of purchase.
- Please use a shipping method with tracking. We can’t be responsible for returns lost in transit.
Non-returnable Items
- Used items
- Items damaged by improper use
- Customized items
- Discounted or final sale items
- Gift cards
Damaged, Defective or Incorrect Items
Please check your order as soon as it arrives. If anything is damaged, defective or not what you ordered, contact us right away at [email protected] with your order number and photos or a short video, and we’ll make it right.
Handmade Variations
Many SquishZen pieces are handmade, so color, texture and shape may vary slightly from piece to piece and from our photos. These small differences are part of the handmade process and are not considered defects.
Exchanges
We don’t offer direct exchanges. If you’d like a different item, please place a new order after your return request has been approved.
Return Shipping
- If the return is due to our error (a damaged, defective or incorrect item), we’ll cover the return shipping.
- For all other returns, return shipping is paid by the customer.
- Original shipping costs are non-refundable.
- No restocking fee is charged.
Refunds
Once we receive and inspect your return, we’ll let you know whether your refund has been approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or payment provider may need additional time to post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at [email protected].
Order Cancellations
- You can cancel your order before it ships by contacting us, and we’ll refund you in full.
- Orders can’t be canceled once the parcel has shipped.
Email: [email protected]
