RETURN & REFUND POLICY
Last updated: June 2026
YOUR SATISFACTION IS OUR PRIORITY
At SquishiTown, we want every child (and adult!) to love their plushies. If you are not completely satisfied with your purchase, we're here to help.
RETURN WINDOW
We accept returns within 30 days of the delivery date. To be eligible for a return:
• The item must be unused, unwashed, and in the same condition you received it
• The item must be in its original packaging
• You must have proof of purchase (order number or confirmation email)
NON-RETURNABLE ITEMS
The following items cannot be returned:
• Items that have been used, washed, or are not in original condition
• Items damaged by the customer after delivery
• Mystery bundle boxes (due to their random nature)
• Sale or clearance items marked "Final Sale"
• Gift cards
HOW TO START A RETURN
1. Email support@squishitown.com with your order number and reason for return
2. We will respond within 1–2 business days with return instructions
3. Ship the item back using a trackable shipping method
4. Once we receive and inspect the item, we will process your refund
RETURN SHIPPING COSTS
• If the item is defective, damaged, or we sent the wrong item: SquishiTown covers return shipping costs
• If you changed your mind or ordered the wrong size/color: The customer is responsible for return shipping costs
REFUNDS
Once we receive your return and inspect it, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed to your original payment method within 5–10 business days. Please note that your bank or credit card company may take additional time to post the credit.
DAMAGED OR DEFECTIVE ITEMS
If your item arrives damaged or defective, please contact us within 7 days of delivery at support@squishitown.com with:
• Your order number
• A clear photo of the damage or defect
• A brief description of the issue
We will send a replacement or issue a full refund at no cost to you. You do NOT need to return the damaged item.
WRONG ITEM RECEIVED
If you received the wrong item, contact us immediately at support@squishitown.com. We will send the correct item and arrange return of the wrong item at our expense.
EXCHANGES
We currently do not offer direct exchanges. To get a different item, please return the original and place a new order.
CANCELLATIONS
Orders can be cancelled within 12 hours of placement. After that, the order may already be in processing and cannot be cancelled. Contact support@squishitown.com immediately if you need to cancel.
CONTACT US
Email: support@squishitown.com
Response time: 1–2 business days