Last updated: October 16, 2026
The short version: if your order arrives damaged, defective or wrong, tell us within 7 days of delivery and we’ll send a free replacement or a full refund. You don’t need to send anything back. We don’t accept change-of-mind returns.
Damaged, defective or wrong items
Squishies are soft and occasionally get squished a little too hard on the way. If your item arrived damaged, leaking, torn, or isn’t what you ordered:
- Email hello@puffsquishy.com within 7 days of delivery.
- Include your order number and a photo of the item (and the packaging, if it’s damaged).
- We’ll reply within 1–2 business days with a free replacement or a full refund, whichever you prefer.
You don’t have to return damaged or wrong items, and you pay nothing.
Missing items or lost parcels
If something is missing from your order, or your parcel is lost in transit, email us with your order number. We’ll check with the carrier and send the missing item or a full refund. See our Shipping Policy for details on late parcels.
Change-of-mind returns
Because squishies are squeezable toys that are handled once opened, we can’t accept returns or exchanges for change of mind, wrong size or color choice, or items that have been used. Please check product details and photos before you order, and email us if you have any questions first.
Cancelling an order
Email us within 12 hours of placing your order and we’ll cancel it and refund you in full. After your order has shipped, it can’t be cancelled.
How refunds are paid
Refunds go back to the payment method you used (PayPal balance, or the card or bank linked to your PayPal account). We process refunds within 2 business days of approving them. PayPal usually shows the refund right away; card refunds can take 5–10 business days to appear, depending on your bank.
Questions
Email hello@puffsquishy.com. A real person replies within 1–2 business days.