Store Policy
Handmade Nature of Items
Every Smushberry is prepared by hand, and small variations are part of what makes each one unique.
Color placement, fill distribution, texture, firmness, and air level may vary slightly. Some designs intentionally contain air or are slouchy and less full to create their signature feel — removing or adding air to these may change the texture and is not considered a defect. Small glue drip or imperfections may occasionally happen and are not a reason for refund or exchange.
On occasion a filling piece or charm may vary slightly from photographs. If a charm is out of stock we may replace with similar one of our choice.
Over time, textures naturally evolve as the materials relax and settle into their intended experience.
These changes are normal and part of the sensory experience, not a flaw in the product.
Problems With Your Order:
Balls will only be refunded if they arrived damaged or defective. Once they have been played with refunds and replacements will not be given.
We want your Smushberry to arrive safely and exactly as intended, so please take a moment to promptly check your order when it’s delivered.
If your item arrives damaged, defective, or incorrect, contact us the day of delivery and include clear photos as well as video of the item and packaging so we can help. DO NOT DISPOSE of item, we may need further photo/video verification to see the issue clearly. Please place in a ziplock bag to preserve in the state it arrived. Disposal of item prior inspection will result in no refund if we are unable to see issue clearly. Items that appear handled or dirty will not receive refund as we will assume it was played with roughly and damaged by customer.
We unable to accept defect claims after the delivery day.
once we have responded to a claim please provide us with the requested photos and video promptly. We will not be able to continue looking into claims after 48 hours
we have added tamper proof seals to prevent claims being made from damage caused after arrival. Please thoroughly inspect your squishy prior to opening the bag. It will be positioned where the seal is visible. Once the bag is opened we will assume any damage was caused after playing with your squishy. Incorrectly
Because Smushberry items are soft sensory products, normal wear from play — including stretching, softening, texture change, or eventual breakage — is expected and not considered a defect. Handmade balls are more fragile and not meant to be played with the same as factory style squishies. We see many social media videos of aggressive squeezing, nail digging, pulling and stretching, this type of ball is not designed to be used that way and WILL break quickly from this type of play.
Handmade squishies are meant for slow and controlled, gentle squeezes. DO NOT stretch, squeeze aggressively, dig nails, or pinch your handmade squishy. They can last many months if used correctly, or only seconds, depending on how they are played with.
Items that have been used, modified, or damaged during regular use are not eligible for replacement.
ball being pierced by textured piece inside is not eligible for refund unless piece inside was clearly defective and much sharper than other pieces. Some fillings have pointy edges, if you play too rough they can pop the skin if squeezed too hard. If something feels pointy during a squeeze reposition piece before continuing squeeze. handmade balls are designed to be squeezed slowly.
Returns & Exchanges
Due to the nature of sensory items, we do not accept returns or exchanges.
Once a Smushberry ball has been handled or squeezed, it can no longer be resold for hygiene and safety reasons.
Please review photos and descriptions carefully before purchasing. If your item arrives damaged or you receive the wrong item, contact us day of delivery and we will make it right.
Refunds
Refunds are only issued for orders that arrive damaged, defective, or incorrect and are reported the day of confirmed delivery with required photo and video verification.
In the rare event that an item arrives with a defect please be aware that occasionally replacement may not be possible due to stock. In this situation a refund will be given.
⚠️Safety Note
Our squishies are cute, however they are not for children. The skins are thin and not durable enough for rough play and they contain pieces that pose a choking hazard.