Store Policy

Smushberry sensory products are not children’s toys. They are sensory tools designed for stress relief, fidgeting, and sensory regulation.

Many Smushberry products feature delicate textures and thin outer skins to create a unique sensory experience. Because of their nature, they require slow, gentle, and controlled handling.

Small hands often mean big squeezes. Young children naturally explore through enthusiastic play, which can easily damage highly textured sensory products. For this reason, Smushberry products are not intended for use as children’s toys. We hate to see sad faces with popped squishies 😢

DAMAGE UPON ARRIVAL — VIDEO POLICY

Unfortunately, as the squishy industry has grown, false and unverifiable damage claims have become an increasing concern for squishy shops. Because of this, many shops have implemented unboxing-video requirements, and Smushberry has adopted this policy as well.

Please record one continuous, unedited video beginning BEFORE you open your package and continuing as you open and inspect each squishy.

The video should clearly show:

• The unopened package before opening
• The package being opened
• Each squishy being removed from its packaging
• The condition of each squishy immediately upon removal

This video serves as proof of the condition of your squishy upon arrival and may be required when submitting a claim for an item that arrived damaged.

Because damage can occur after an item has been opened or handled, photos alone cannot always establish that damage was present upon arrival. A continuous unboxing video allows us to clearly determine the condition of the item when it was received.

Claims for damage upon arrival must include the continuous unboxing video. If an unboxing video was not recorded, Smushberry may be unable to approve a refund or replacement based on arrival damage.

We truly wish policies like this weren’t necessary. However, requiring documentation protects both our customers and our small business and allows us to handle legitimate damage claims as fairly and consistently as possible.

Summer Shipping & Heat Damage Policy: Handmade Squishies are sensitive to extreme heat and must be brought inside immediately after delivery. Prolonged heat exposure can drastically change the texture of the clay or filling, weaken glue seals, cause air inflation, and permanently damage the squishy or even cause it to pop.
Every squishy is carefully inspected and packaged in good condition before it leaves us. Once your package has been delivered, proper and timely retrieval is the customer’s responsibility. Squishies should never be left in mailboxes, parcel lockers, vehicles, or on porches in hot weather.
Heat damage has recognizable characteristics that can typically be distinguished from other types of product damage. Because we cannot verify how long a package remained exposed to heat following a standard delivery, squishies showing signs of heat damage are not eligible for a refund or replacement unless Signature Required shipping was selected at checkout. Signature confirmation provides verification that the package was handed directly to a recipient rather than left unattended at the delivery location.
If you cannot ensure that your package will be brought inside promptly after delivery, we strongly recommend selecting Signature Required shipping or waiting to place your order until temperatures in your area have cooled. We would much rather you wait to order than risk having your squishies damaged by extreme heat.
By placing an order, you acknowledge and agree to this Summer Shipping & Heat Damage 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.

AIR IN HANDMADE SQUISHIES

Some air inside handmade squishies is completely normal and may occur or increase during shipping as air expands with changes in temperature and pressure. This is unavoidable in some situations and does not mean your squishy is defective or damaged. Air in a squishy will not be considered for refund 

Air can be removed through the plug using a needle syringe. For safety and liability reasons, Smushberry is unable to provide needle syringes with orders.

Because our squishies are handmade and produced in batches, some variation in color between batches is completely normal. Colors may be slightly lighter, darker, warmer, cooler, or otherwise vary from product photos or from a squishy purchased from a different batch.

These natural variations are part of the handmade production process and do not affect the quality or function of the squishy. Color variation is not considered a defect and is not eligible for a refund or replacement.

Problems With Your Order:

Balls will only be considered for possible refund if they arrived damaged or defective and meet other refund requirements. Once they have been played with refunds and replacements will not be given.

Please email with order issues, DM requests are not read often. Due to the amount of PR requests it would be too difficult for us to find customer messages! 

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, please contact us the day of delivery and include clear photos as well as video of the item and packaging so we can help. Please DO NOT DISPOSE of item, we may need further photo/video verification to see the issue clearly. 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.

 

Cancellation Policy 

Because all Smushberry products are handmade and made to order, orders canceled before production begins are subject to a 10% cancellation/restocking fee. This fee helps cover payment processing fees and other charges that are not reimbursed to Smushberry when an order is canceled.

Once production has begun on items in an order, the order can no longer be canceled.

Orders that have already shipped cannot be canceled.

By placing an order, you acknowledge and agree to these terms.

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.