Hello, wonderful collector! At Owl & Goose Gifts Store, we want every Squishmallow to find its perfect home and bring you endless joy. We understand that sometimes a plush might not be the perfect fit (even if it’s super soft!). That’s why we’ve created a returns and exchanges process that’s as warm and straightforward as our cuddly friends.

Just as we carefully handle your privacy and data, we handle your returns with care, respect, and a commitment to your happiness.

📦 Quick Summary:

  • Return/Exchange Window: 15 days from the date you receive your order.
  • Condition: Items must be unused, in original packaging, with tags attached.
  • How to Start: Contact our support team first at [email protected].
  • Refund Method: Refunds are issued to your original payment method.
  • Shipping Costs: Original shipping fees are non-refundable. Return shipping is the customer’s responsibility.

🤗 Our Policy in Detail

1. What Can Be Returned or Exchanged?

Most items can be returned or exchanged within 15 days of delivery, provided they are in brand-new, resalable condition:

  • All Squishmallows: Including 5″, 7″-8″, 12″, 14″-16″ sizes.
  • Accessories: Clips, Hug Mees, and Stackables.

Important Exception: Due to hygiene and safety reasons, any item that has been removed from its original packaging, has damaged tags, or shows signs of use (including cuddling) cannot be accepted for return or exchange. We want to ensure every collector receives a perfect, fresh plush.

2. The Cozy Return & Exchange Process (Step-by-Step)

  1. Contact Our Nest: Within 15 days of receiving your order, please email our friendly support team at [email protected]. Use the template below to make sure you give us all the info we need to help you quickly!
  2. Get Your RMA Number: We’ll review your request and, if it meets our policy, provide you with a Return Merchandise Authorization (RMA) number and the return address. Returns sent without an RMA number cannot be processed.
  3. Package Your Plush: Securely pack the item(s) in their original packaging, if possible, and include all tags. Place the package inside a shipping box. Please include a copy of your order confirmation or the RMA number inside the box.
  4. Ship It Back: Mail your return package to the address we provide. We recommend using a trackable shipping service (like USPS, FedEx, or DHL) and keeping your tracking number. Return shipping costs are the responsibility of the customer.
  5. We Receive & Inspect: Once we receive and inspect the returned item(s), we’ll notify you via email about the status of your refund or exchange.

3. Refunds & Exchanges

Refunds:

  • Once your return is approved, your refund will be processed to your original method of payment (Visa, MasterCard, JCB, or PayPal).
  • Processing Time: Please allow 5-10 business days for the refund to appear in your account after we process it. The timing depends on your bank or payment provider.
  • The original shipping fee is non-refundable.

Exchanges:

  • For an exchange, please indicate the desired item (size, character) in your initial email. Exchanges are subject to availability.
  • Once we receive and process your return, we will ship the new item to you. Standard shipping charges will apply for the new shipment.

4. Email Request Template

To help you get started, here’s a template you can copy, paste, and fill out. Send it to [email protected].

Subject: Return/Exchange Request – Order #[Your Order Number] Hello Owl & Goose Team, I would like to request a return/exchange for my recent order. Order Number: [Please fill in] Date of Delivery: [Please fill in] Item(s) for Return/Exchange: [e.g., 12″ Fifi the Fox, 5″ Connor the Cow] Reason for Return/Exchange: [e.g., wrong size, change of mind] I confirm the item(s) are unused, in the original packaging, and with all tags attached. Please let me know the next steps and provide the return address and RMA number. Thank you for your help! Warmly, [Your Full Name] [Your Email Address]

5. International Returns (For Our Global Friends)

As we ship worldwide (excluding some parts of Asia and remote regions), please note:

  • International customers are responsible for any return shipping costs and customs/duties incurred when sending the package back to the USA.
  • We cannot refund original international shipping costs.
  • Refunds for international orders will be issued in USD. Any currency exchange differences or bank fees are the customer’s responsibility.

6. Damaged or Incorrect Items

If your Squishmallow arrives damaged or is not what you ordered, please contact us within 48 hours of delivery at [email protected] with photos of the item and its packaging. We’ll arrange a replacement or refund promptly and cover the return shipping costs.

💌 Need Help? We’re Here!

Our small but mighty support team is always ready to assist with warmth and helpfulness.

Email: [email protected]

Mailing Address (for correspondence):
Owl & Goose Gifts Store
4326 Jennifer Lane
Raleigh, NC 27609
United States

Please note: This is our correspondence address. Do not send returns here unless we provide this as the specific return address with your RMA number.

 We may update this policy occasionally to better serve our community. The latest version will always be posted here.

Thank you for being part of the Owl & Goose family. We’re honored to help you build your perfect collection of comfort and joy!

— With warmth and softness,
The Team at Owl & Goose Gifts Store 🦉🪿