Hello, wonderful Squish Squad! At Owlandgoose Shop, we want every part of your collecting journey to be as soft and stress-free as our plush companions. While we carefully pack each Squishmallow with love, we understand that sometimes a return or exchange is needed. This policy is designed to be clear, fair, and as comforting as hugging a 20″ Snuggler.

📦 Our Core Policy: We accept returns and exchanges for most items within 15 days of you receiving your order. The item must be unused, in its original packaging, and in the same perfect condition it arrived in.

1. The Simple Process: Step-by-Step

  1. Initiate Your Request: Contact our support team at [email protected] within the 15-day window. Please use the template below to make sure we have all the info we need to help you quickly!
  2. Get Your RMA & Instructions: We’ll reply within 1-2 business days with a Return Merchandise Authorization (RMA) number and detailed return shipping instructions. Please do not send anything back without this number.
  3. Pack & Ship: Securely pack the item in its original packaging (or equivalent), include the RMA number inside the package, and ship it to the address we provide. We recommend using a trackable service.
  4. Our Inspection & Completion: Once received, our team will inspect the item (this takes 3-5 business days). We’ll then notify you and process your exchange or refund.

2. Return & Exchange Request Template

Copy and paste the text below into an email to [email protected] to get started:

Subject: Return/Exchange Request – Order #[Your Order Number] Hello Owlandgoose Shop Team, I would like to request a [Return / Exchange] for my recent order. Order Number: [Please insert] Name: [Your Full Name] Email Address: [The email used on the order] Item Name & Size: [e.g., “Fifi the Fox 12″ Squishmallow”] Reason for Request: [e.g., “Changed my mind,” “Wrong size,” “Item arrived damaged”] For Exchanges: Desired Exchange Item: [e.g., “Same design in 16″ size” OR “Gordon the Shark 8″ Squishmallow”] I confirm the item is unused, in its original packaging, and in resalable condition. Thank you, [Your Name]

3. Refunds: Timing & Method

Your financial comfort matters as much as your physical comfort.

  • Timing: Refunds are processed to your original payment method within 10 business days after we receive the return and complete our inspection.
  • Method: The refund will go back to the original form of payment:
    • Visa MasterCard JCB: Credit back to your card.
    • PayPal: Refund to your PayPal account.
  • Shipping Costs: Original shipping fees are non-refundable. For exchanges, we will cover the standard shipping cost to send your new item.

4. Items That Cannot Be Returned or Exchanged

To protect the health and happiness of our entire Squish Squad, a few special items are final sale. Based on our product categories, these are:

  • Clips: Due to their small size and hygiene considerations, all Squishmallow Clips are final sale.
  • Holiday Squishmallows & Limited Editions: Any item marked as a seasonal, holiday, or limited-edition release is final sale unless it arrives damaged.
  • Opened or Used Items: For the safety and comfort of all collectors, any item that has been removed from its original packaging, used, or shows signs of wear cannot be returned.

Exception: If your item arrives damaged or defective, please contact us immediately with photos. We will make it right with a replacement or full refund.

5. International Returns (For Our Global Collectors)

As we ship worldwide (except Asia and certain remote areas), please note:

  • You are responsible for the cost of return international shipping unless the return is due to our error (wrong item sent or damaged).
  • Please mark the package as “Returned Goods” to avoid customs fees on your end. We cannot refund any original customs/duties you paid.

Need Help? We’re Here!

Our support team—fellow collectors at heart—is ready to assist. Reach out anytime:

Email: [email protected]
Mail: Owlandgoose Shop, 954 Neville Street, Seymour, US 47274 (for returns only with an RMA)

We aim to respond to all inquiries within 1-2 business days.

Thank you for being part of our plush-loving community. We’re honored to be a part of your collection and are committed to resolving any issues with the same care we put into selecting every Squishmallow.

Warmly,
The Owlandgoose Shop Team