Refund & After-sales Policy

We take product quality and every customer’s shopping experience very seriously. Please contact us promptly if you encounter any issues with your order, and we will verify the situation and try our best to offer a reasonable solution.

1. Issue Reporting

If your item arrives damaged, defective, wrong, or missing, please contact us within 48 hours after receipt.
Additional reminder: For quality issues, you must contact customer service within 24 hours of receiving the goods with a continuous full unboxing video. A complete unboxing video is a mandatory requirement; no video = no after-sales service.

To help us investigate the issue, you need to provide:
• Order number
• Clear photos or videos of the product
• Photos of the shipping box and outer packaging
• Complete unboxing video (mandatory requirement; no video = no after-sales service)

If the product is damaged during transit, please keep the original packaging until the claim review is completed.

Unboxing Video Requirements

For transit damage, missing items, liquid leakage, or other problems discovered while opening the package, we strongly recommend recording an uninterrupted full unboxing video starting from the unopened parcel.
A complete unboxing video is required for some after-sales claims, especially when multiple items in one order are reported damaged or defective.
Without sufficient evidence, we cannot determine when or how the damage occurred, and your after-sales application may be rejected.

2. Qualified After-sales Scenarios

After reviewing your evidence, we may offer reshipment, store credit, partial refund or full refund based on the actual situation.

Examples of eligible after-sales cases:
• Severe breakage or major damage upon receipt
• Large-area liquid leakage
• Wrong item delivered
• Missing items from your package
• Other quality issues confirmed by our team

Every after-sales request will be reviewed individually based on the evidence submitted.

3. Normal Product Characteristics (Not Quality Defects)

Squishies are handmade items. They are not mass-produced identical goods, and minor differences during production are normal.
Additional reminder: A slight smell may be noticed on the skin. Black spots and marks are normal features.

The following situations are not product defects and are not eligible for after-sales service:
• Minor color differences caused by lighting, photography or screen display
• Tiny surface imperfections such as printing variations
• Natural subtle differences of handmade products
• Softness / firmness or hand feel not matching personal preference
• Discrepancy between real item and your personal expectation
• Minor flaws that do not affect normal play
• Maltose & crunchy squishies with holes and no liquid leakage are normal craftsmanship features, not defects. The holes are created in the final production step to inject sugar material and extract air inside crunchy squishies. Refund requests based solely on these holes will not be accepted.
• Handmade balls contain filling material. The ball skin will wear after long-time squeezing, and air may build up inside over use. You may replace the skin yourself or use a syringe to remove excess air. These are normal wear and not eligible for after-sales service.
• In hot summer weather, zip-tie sealed handmade balls may have their seals popped during long-distance shipping. This is normal. We will include a replacement ball skin for you to change it by yourself. We will try our best to prevent this issue. During hot summer periods, we recommend you prefer crystal-sealed handmade balls.
• Crystal sealed squishies may have glue odor, which is normal. You can air them out in a ventilated place or store with fragrance sachets to reduce the smell. This situation does not qualify for after-sales support.
• Bread squishies may develop odors if kept sealed for a long time. This is normal. Place in a ventilated area to air out. This issue is not eligible for after-sales service.

We try our best to show products truthfully in live stream videos. However, lighting, camera settings and different device screens will affect color and texture display.

⚠️ Reminder for perfectionists
Our products are handmade / semi-handmade. Minor air bubbles, small black spots, slight color difference and hand-feel variations are inevitable. They cannot be perfectly identical like industrial mass-produced goods. If you expect zero flaws and an exact match to photos, please think carefully before placing an order. By placing an order, you accept the normal characteristics of handmade goods.

Additional note: Hand-feel complaints are not supported for after-sales. Differences in hand feel are not covered. The included after-sales kit allows you to adjust softness by yourself.

4. Personal Preference / Change of Mind

Refunds will not be approved simply because you change your mind, no longer want the item, or dislike the color, appearance or hand feel.
Additional reminder: Items that have been squeezed cannot be returned. Nobody wants to receive a pre-used squishy.
Most items are handmade and selected live on stream. If you have questions about appearance or texture before purchase, please ask in advance.

5. Large / Abnormal Volume of After-sales Claims

We understand there may occasionally be multiple problematic items in one order. However, if you report damage or defects for a large number of items in a single order, we will request extra photos and unboxing videos for verification before reviewing your claim.
This ensures fair checks and protects equal after-sales treatment for all customers.
We review each item separately and will not automatically approve all claims.

6. Refunds

Once your after-sales application is approved, refunds will generally go back to your original payment method.

Depending on the case, we may offer:
• Reshipment of goods
• Store credit
• Partial refund
• Full refund

For minor issues, store credit or partial refund will be prioritized, full refund is not guaranteed.
If serious quality problems are confirmed to be our fault, we can reship or issue a full refund.

Original shipping fees are generally non-refundable unless the problem is caused by our mistake.

7. Transit Damage

If damaged during shipping, please take clear photos of:

1. Outer surface of shipping box

2. Damaged area of outer packaging

3. Inner packaging

4. Damaged product

Please keep the original packaging until the claim review is finished. The carrier may require proof of damage.

8. Handmade Products

Many items in our shop are fully or semi-handmade. Slight variations between identical styles are normal and cannot be treated as defects.
All handmade products are carefully inspected before shipment.
Additional reminder: Ripping the squishy is not covered by after-sales. The skin is relatively fragile. Please squeeze gently with your fingertips and avoid scratching with nails.

9. Live Stream Orders

For orders placed during live streams, please carefully confirm the item style while the host displays it.
Once you lock in your purchase, cancellation after stream ends must follow live selling rules. For each order, you may adjust or raise claims for up to three items, please file claims reasonably.
Genuine quality issues can still be reviewed under this after-sales policy.

10. False / Insufficient-evidence After-sales Claims

We sincerely handle genuine customer requests. If your after-sales description is inconsistent or you report an unusually high number of problems, we reserve the right to request reasonable supporting evidence.
We may reject claims with insufficient evidence, non-defective issues or problems not caused by our team.
We fairly review every application based on submitted evidence.

11. Our Promise

It is never our intention to ignore customer concerns.
If your order truly has problems, please contact us and give us a chance to investigate and handle it. We will try our best to find a fair and proper solution according to your specific situation.

Usage & Storage

Storage Requirements

Avoid strong wind and direct sunlight. We recommend storing in an airtight box or fresh-keeping bag to prevent aging and cracking.

Odor Notes

Crystal sealed items may have glue smell. We air and soak them before shipment and include fragrance sachets (you may leave a note at checkout if you do NOT want sachets). If there is an odor, place it in a ventilated area, or soak it with scented body wash to improve the smell.