01Pre-orders and when your plush ships
- Every plush is a pre-order. Your card is charged when you order.
- Pre-orders ship in late November 2026, in the order they were placed.
- You can cancel for a full refund any time before it ships.
- After it arrives: 30-day returns, free return shipping in the US.
When you place a pre-order we email an order confirmation with your order number. When your plush ships we email again with the carrier and tracking number, and you can follow it from there. We charge in full at order time (rather than at shipment) so your place in the queue is fixed; the plush is $95 plus any gift wrap, shipping and sales tax shown at checkout.
If we run late
We give ourselves a ship window we believe we can meet. If we learn we cannot ship your order by the end of it, we will email you before the window closes with a new expected date and a one-click option to cancel for a full refund. If the new date is more than 30 days later, or if we have to delay a second time, we will only keep your order if you tell us you want to wait — otherwise we cancel it and refund you automatically. You can, of course, cancel at any point in between.
02Where we ship
We ship to street addresses in the United States (the 50 states and Washington, DC). We are not yet able to ship internationally. Because the voice pod contains a lithium-ion battery, some carriers and destinations have restrictions; if we cannot ship to the address you entered we will contact you before cancelling.
The shipping options available for your address — and what each costs — are shown at checkout before you pay.
03Cancelling a pre-order
Email help@squishandwish.com with your order number any time before your plush ships and we will cancel it and refund the full amount — plush, gift wrap, shipping and tax — to the original payment method. Refunds usually appear within 5–10 business days depending on your bank (Klarna refunds follow Klarna’s schedule). Once an order has shipped it can no longer be cancelled, but you can return it under the next section.
0430-day returns
If Squish & Wish is not right for your home, you can return it for any reason within 30 days of delivery. Return shipping within the US is free — we email you a prepaid label.
- How
- Email help@squishandwish.com with your order number and “Return” in the subject. We reply with a prepaid return label and instructions within 2 business days.
- What to send back
- The plush, the voice pod (zipped back into its pocket), the USB-C cable and the box. Please unlink the plush from your account in the app first so the next owner can set it up.
- Condition
- Complete and undamaged, in the condition you received it apart from normal handling. We cannot accept returns that are heavily soiled, altered, damaged, or missing the pod.
- Refund
- The full purchase price of the plush plus the tax you paid on it, to the original payment method, within 10 business days of the return arriving. Original shipping charges are refunded when the return is because of our error or a defect; gift-wrap fees are refunded if the wrap is unopened.
Bought a Club membership in the meantime? A return of the plush does not cancel the membership — cancel it at /app/subscription (or in the app store), and tell us: if you return your only plush we will refund the current membership period too.
05Damaged, defective or wrong item
If your plush arrives damaged, does not work, or is not what you ordered, email help@squishandwish.com within 30 days of delivery with your order number and a photo or short description. We will send a replacement or a full refund — your choice — and cover all shipping. Problems that show up later are handled under the Limited Warranty.
06Lost or stolen packages
If tracking shows your package was delivered but you cannot find it, check with neighbours and your building, then email us within 7 days of the delivery scan. If tracking stalls for more than 7 days without a delivery, contact us and we will open a claim with the carrier and send a replacement or refund once it is resolved — usually within two weeks.
07Sales tax
Sales tax is calculated at checkout for your shipping address and shown as its own line before you pay. It is refunded along with the item on a cancellation or return.
08Contact
Orders, shipping and returns: help@squishandwish.com — we reply within 2 business days. <TODO legal entity name>, <TODO business street address>.