Making Your Squishmallow Journey Soft, Smooth, and Stress-Free
Hello, wonderful Squish Squad! Welcome to Owlandgoose Shop, your cozy corner for the softest, most huggable companions. We know that a big part of the joy of collecting is the experience—from the moment you click “order” to the unboxing and beyond. That’s why we’ve crafted our shipping and returns policies to be as clear, fair, and comforting as hugging a giant 20″ Snuggler. Whether you’re across the street or across the globe, we’re here to ensure your plush pals arrive safely and that you’re completely happy with your new friends.
đźšš Your Shipping Options & Timelines
We pack every Squishmallow with immense care and love, ensuring they’re ready for their journey to your collection. Here’s how we get them to you:
Order Processing
Once your order is placed, our team of fellow collectors springs into action! All orders are processed and prepared for shipment within 1-2 business days (excluding weekends and holidays).
Shipping Methods & Delivery Times
We offer two great shipping options to fit your needs:
- Standard Shipping: We ship via reliable carriers like DHL or FedEx.
- Cost: A flat fee of $12.95.
- Delivery Time: Your order typically arrives within 10-15 business days after it leaves our warehouse.
- Free Shipping: Enjoy free shipping on all orders over $50!
- Method: Shipped via EMS.
- Delivery Time: Please allow 15-25 business days for delivery after shipment.
Please note: We ship worldwide, with the exception of Asia and certain remote areas where delivery is not currently available. All delivery times are estimates and can be affected by factors outside our control, such as customs processing.
📦 Our Returns & Exchanges Promise
We want you to love every Squishmallow you welcome home. If something isn’t quite right, our return and exchange process is designed to be simple and straightforward.
đź“‹ The Core Policy: We happily accept returns and exchanges for most items within 15 days of you receiving your order. To qualify, the item must be unused, in its original packaging, and in the same perfect, resalable condition it arrived in.
The Simple 4-Step Return/Exchange Process
- Initiate Your Request: Contact our friendly support team at [email protected] within the 15-day window. Please use the email template below to help us help you faster!
- 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.
- Pack & Ship: Securely pack the item in its original packaging (or equivalent), include the RMA number on a note inside the package, and ship it to the address we provide. We strongly recommend using a trackable shipping service.
- Our Inspection & Completion: Once received, our team will inspect the item (this takes 3-5 business days). We’ll then notify you via email and process your exchange or refund.
How to Contact Us for a Return/Exchange
Copy and paste the text below into an email to [email protected]:
Subject: Return/Exchange Request – Order #[Your Order Number]
Body:
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]
đź’ł Refunds: Timing & Method
Your financial comfort matters to us as much as your cozy, plush 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 always go back to the original form of payment:
- Visa, MasterCard, JCB: Credit will be issued back to your card.
- PayPal: Refund will be sent 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 to you.
⚠️ Items That Cannot Be Returned or Exchanged
To protect the health, happiness, and hygiene of our entire Squish Squad, a few special items are considered final sale:
- Clips: Due to their small size and for 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 or defective.
- 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.
Important 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—no questions asked.
🌍 International Returns (For Our Global Collectors)
We love serving collectors worldwide! For international returns, please note:
- You are responsible for the cost of return international shipping, unless the return is due to our error (e.g., we sent the wrong item or it was damaged upon arrival).
- Please mark the return package as “Returned Goods” on the customs form to help avoid additional customs fees on your end.
- We are unable to refund any original customs duties or import taxes you may have paid.
Need Help? We’re Here!
Our support team—fellow collectors at heart—is ready to assist. Reach out anytime:
- Email: [email protected]
- Mail (for returns only with an RMA): Owlandgoose Shop, 954 Neville Street, Seymour, US 47274
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