Hello, wonderful collector! Welcome to the Owl & Goose Gifts Store family. We’re delighted to help you build your perfect collection of comfort and joy. Below you’ll find all the details about how we ship your Squishmallows and our cozy returns process.
📦 Shipping Information
We carefully pack each Squishmallow with love and care to ensure it arrives safely at its new home.
Order Processing & Delivery Timelines
- Order Processing: 1-2 business days after your order is placed.
- Shipping Options:
- Standard Shipping: $12.95 via DHL or FedEx. Delivery within 10-15 business days after shipment.
- Free Shipping: Available on orders over $50 via EMS. Delivery within 15-25 business days after shipment.
- International Shipping: We ship worldwide (excluding some parts of Asia and remote regions). Please note that customs duties or taxes may apply and are the responsibility of the recipient.
🔄 Our Cozy Returns & Exchanges Policy
We want every Squishmallow to find its perfect home. If something isn’t quite right, here’s how we make it easy.
📝 Quick Policy Summary
- Return/Exchange Window: 15 days from the date you receive your order.
- Condition: Items must be unused, in original packaging, with all tags attached.
- How to Start: Contact our support team first at [email protected].
- Refund Method: Refunds are issued to your original payment method (Visa, MasterCard, JCB, or PayPal).
- Shipping Costs: Original shipping fees are non-refundable. Return shipping is the customer’s responsibility.
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: 5″, 7″-8″, 12″, 14″-16″ sizes
- Accessories: Clips, Hug Mees, and Stackables
⚠️ Important Exception
Due to hygiene and safety reasons, we cannot accept returns or exchanges for any item that has been:
- Removed from its original packaging
- Has damaged or removed tags
- Shows any signs of use (including cuddling, display, or handling beyond gentle inspection)
We want to ensure every collector receives a perfect, fresh plush.
2. The Cozy Return & Exchange Process (Step-by-Step)
Step 1: Contact Our Nest
Within 15 days of receiving your order, email our friendly support team at [email protected].
Use the template below to ensure we have all the information needed to help you quickly!
Step 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.
Step 3: Package Your Plush
Securely pack the item(s) in their original packaging (if possible) with all tags attached. Place this inside a shipping box. Please include a copy of your order confirmation or the RMA number inside the box.
Step 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 customer’s responsibility.
Step 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 payment method.
- 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
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:
- 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 only):
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 🦉🪿