Refund policy

Return & Exchange Policy 

Thank you for choosing our handmade squishies! We take pride in crafting each piece with care, and we want to ensure you have a smooth shopping experience. Please read the following return and exchange guidelines carefully:

1. Order Processing & Shipping Time

Since all our squishies are handmade to order, we need 3 business days to process and prepare your package before shipping. Business days exclude weekends (Saturday, Sunday) and U.S. federal holidays (e.g., Thanksgiving, Christmas, New Year’s Day).

2. Return Eligibility & Timeframe

You may request a return within 15 business days of receiving your package. To be eligible for a return, the squishy must be in its original condition—unused, unwashed, and with all original packaging (if applicable). Custom-made squishies (with personalized designs/requests) are non-returnable unless there is a quality issue.

3. Return Shipping Costs

  • For non-quality-related returns (e.g., change of mind, size mismatch), the buyer is responsible for all return shipping costs. We will not reimburse the original shipping fee paid for the order.
  • For returns/exchanges due to quality issues (e.g., defective material, craftsmanship error, wrong item sent), we will cover the return shipping cost. Please contact our customer service team first (with photos/videos of the issue) to confirm eligibility and receive a prepaid return label.

4. Refund & Exchange Process

  1. Contact our customer service team via [email address/contact form] within the return timeframe, stating your order number, reason for return, and whether you want a refund or exchange.
  2. For quality issues: Provide clear photos/videos of the problem to verify. Once approved, we will send a prepaid return label.
  3. For non-quality returns: Ship the item back to the address we provide. Please include your order number inside the package and keep the shipping tracking number for reference.
  4. We will inspect the returned item upon receipt (this may take 2-3 business days).
    • If approved, refunds will be processed within 3-5 business days to your original payment method (processing time may vary by your bank/payment provider).
    • For exchanges: We will ship the replacement item within 3 business days of approving the return (shipping time depends on your location in the U.S.).

5. Contact Us

If you have any questions about returns or exchanges, please reach out to us at:


  • Email: [customerservice@poke-toy.com]
  • Response time: 1-2 business days