Shipping Policy
Processing Time
All Smushberry items are individually hand-prepared and finished in our studio.
Orders may take up to 14 business days to ship. Our hope is for orders to go out much sooner, but we allow the full window so each piece can properly settle, set, and pass final quality checks before leaving. As well as leaving time for possible unexpected high order volume. This time will shorten drastically as we expand but smushberry only has one staff member currently 😜
Please do not email for shipping updates prior to the 14 days. We are still a very small company so responding to this type of message slows our production.
occasionally orders may take longer than the window in the event of illness or viral video causing an unexpected high volume of orders. In this case please be patient, promise your order will be shipped out as fast as possible ❤️
Some textures need resting time after preparation to reach their intended feel — we don’t rush this step. The extra time helps your Smushberry arrive exactly how it was designed to be experienced.
Large orders may require additional processing time.
We promise it’s worth the wait.
High Order Volume
Smushberry drops can generate a high number of orders in a short period of time.
After checkout, your order will show as “order confirmed” or “preparing your order.” During this time, it is being individually prepared and checked so the texture, fill, and feel match what it was created to be — not rushed, not pulled early.
Tracking will only update once your package is ready to leave the studio.
Thank you for giving us the time to make it right.
Tracking Information
You will receive a shipping email as soon as a label is created for your package.
At this stage, tracking may show “label created” or “awaiting item.” This does not mean your order is lost — it means your package is packed and scheduled for pickup or drop-off.
Carriers sometimes take 24–48 hours to scan packages into their system. Movement will begin once the carrier performs the first physical scan.
After the first scan, delivery times are controlled by the carrier and are outside of Smushberry’s control.
Shipping Address Responsibility
Please double-check your shipping address before placing your order.
Smushberry ships to the exact address entered at checkout. Once an order is placed, we cannot guarantee changes or corrections before shipment.
If a package is returned due to an incorrect or incomplete address, the customer will be responsible for the cost of reshipping.
If tracking shows a package as delivered, we recommend checking with household members, neighbors, and the local post office before contacting us, as carriers occasionally mark deliveries early.
Lost or damaged packages
if a package is lost we are not able to do anything until no movement has shown for a whole 30 days. This is when USPS will allow us to make a claim. please do not get frustrated at us in these events as it is out of our control. Packages usually still arrive even may weeks later. We cannot refund until it has been officially lost by USPS.
if your package arrives damaged In any way DO NOT dispose of the packaging. Please keep it until claims are able to be made. Claims for damage cannot be made for 15 days after arrival and If we are unable to provide the carrier with clear proof at this time then we will not be able to refund or replace any items that have been said to be lost or damaged. Once the carrier has accepted responsibility we will then be able to refund or replace items depending on availability at this time.