Frequently Asked Questions

 

Have a question about Squishmallows? Hoot’s here to help!

Here are the questions that we have gotten so far.

What are Squishmallows?

“Squishmallows are the best kind of plush! They are perfect to use as pillows, they are so soft and
squishy, and their faces are so cute.” ~ Kathy, member of the Squishmallow Squad

“The Squishmallows are adorably soft and huggable stuffed animals. They are a great answer to those
who are allergic to real animals!” ~ Elaine, member of the Squishmallow Squad

“Made of the softest material and squishy-st stuffing! and best of all uber cute!” ~ Natasha, member of
the Squishmallow Squad

Squishmallows are super soft, cuddly plush toys that come in a variety of sizes, animals, and colors with
unique bios to cuddle, collect, gift, and even use as a pillow.

What are the age ranges for Squishmallows?

Squishmallows are for everyone! We welcome all ages to the Squishmallow Squad, which is why we
have a variety of sizes, shapes, and squads.

How should I take care of my Squishmallow?

Squishmallows are machine washable, but make sure your washing machine isn’t set to high heat. It’s
best to wash Squishmallows in warm water only. After this, you can put your Squishmallow in the dryer
and tumble dry it at medium heat or air fluff. We don’t like to get too hot!

Your Squishmallows may lose shape after a wash and dry, so all you need to do is give a little extra
squish to get the shape back and your Squishmallow will be ready for more adventures!

When opening your new Squishmallows box, please be careful with any sharp objects to avoid
accidently damaging your new squad member.

Where can I buy Squishmallows?

Squishmallows are currently sold at Walgreens, Costco, Kroger stores, Justice, Target , Walmart , Million , Aldi, and of course, here in the Squishmallow Shop! You can also find us at a few other local
retailers like Five Below, Party City, Learning Express, and you can win us at amusement parks or Dave & Buster’s. Stay tuned for more retail locations to come!

We also have exclusive squads with some of these retailers – those exclusive squads are only available
at those retailer locations or sometimes through their online shop. We do not carry exclusive squads at
Squishmallows HQ, once they sell out, they are gone.

What sizes do they come in?

Squishmallows come in 3.5” (keychain), 5”, 8”, 12” 13”, 16”, 20”, and 24” (13” will be discontinued
soon). Size availability varies per each retailer. Many exclusive squads only come in a few sizes so you
may have a squad that comes in all 8 sizes or you may have a squad that only comes in one.

Where can I find a Squishmallows keychain?

Check your local Walgreens or Five Below in store to find our smallest members of the Squishmallow
Squad.

Why can’t I register my Squishmallow?

You can register your Squishmallows no matter where in the world you live. If you are outside of the US,
please skip the zip code field to allow your registration to complete. If you do not see your Squishmallow
as an option, let us know! You can email [email protected] and let us know who you are trying
to register and we will be happy to assist you.

Where do you ship Squishmallows?

Squishmallows are only being shipped within the US at this time, you can see where to purchase
Squishmallows globally click here
.

When can I expect my Squishmallows to arrive?

Once your order has been processed please allow 4-10 days for shipping. We are located on the West
Coast and it may take longer for your Squishmallows to arrive if you are in the Midwest and on the East
Coast.
Please note, orders made over the weekend and during sales will be processed in the next two business
days.

Do I have to pay for shipping?

We have a flat rate shipping fee of $5.99 per Squishmallow, and free shipping on orders over $75.

Can I have my order expedited?

We do not offer expedited shipping at this time, shipping takes 4-10 days based on your location.

What is the Squishmallows return policy?

At Kellytoy your satisfaction and enjoyment with our products is very important to us. If you are
dissatisfied with an item, we want to quickly address the concern.

You may return new, unopened items within 10 days of delivery for a refund or replacement/exchange.
For returns/exchanges on items that are new, undamaged, and unopened, you will be responsible for
the return shipping cost.
Please note, for a return to be authorized you will need to include the reason for your return in your
packaging.

Upon authorizing a return request, Kellytoy will wait until the item(s) have been received before a
refund will be issued. If the return/exchange item(s) appear damaged (intentional tampering), or are
received in a condition that is different from the condition in which it was sent, Kellytoy reserves the
right to issue a partial refund.

For returns/exchanges on items that were shipped to you and were received with a damage or defect,
Kellytoy will be responsible for the return shipping cost and a shipping label will be issued to you.

Please send any return/exchange/incorrect order concerns to [email protected] rather than
responding to your order email as those are sent from an email address that can’t receive emails.

How do I get a refund or exchange started?

Please see our return policy above, you will be responsible for the shipping cost of any Squishmallows
that you change your mind about keeping or that were ordered incorrectly (character, size, squad).

All returns or exchanges should be labeled and addressed like the following:
Attention: Squishmallow Squad
Kellytoy US Headquarters
4811 S. Alameda Street
Los Angeles, CA, 90058

Note, we will attempt to reach you three times regarding your refund/exchange before we will either
auto-refund or wait for you to reach out if there is missing information to provide a refund or exchange.
You will be responsible in contacting us if you did not provide the adequate information in those first
three attempts.

Why can’t I find the Squishmallow I’m looking for?

With 150+ Squishmallows we know that you want to collect them all! We have exclusive Squads for
retailers, like Justice or Great Wolf Lodge, located across the US as well as other countries so that no
matter where you are you have a chance to start your own Squishmallow Squad. We also have seasonal
squads and some Squishmallows become discontinued.

If you haven’t seen a certain Squishmallow for a while there may be a chance that it was part of an
exclusive squad or has been discontinued. Once an exclusive squad has been sold out, that may be the
last you see of them and once they have been discontinued, they will only be available until the last one
has sold.

We only have a few squads available in the Squishmallow Shop so that you have a chance to see them
more locally in stores near you and so that we can make room for new squad intros. All Squishmallow
Shop squads are sent directly from our HQ while retailer squads are sent to those retail distribution
centers and then to each retailer. Once Squishmallows are sold out in the Squishmallow Shop they are
hidden until they can be restocked, once they have sold out in stores they may be restocked based on
that stores’ inventory and sales but cannot be shipped out from our HQ.

If you don’t see the Squishmallow you are looking for, you can send an email to
[email protected] to inquire more OR check our Instagram Highlights to see if a recent squad
will be added soon!

How can I be featured on Squishmallows IG?

First of all, we’d like to give a big thank you to those of you who have been sharing your Squishmallows
with us through social media! We love seeing all your photos and videos and we’re so glad you are part
of the Squishmallows Squad!

If you use #squishmallows, #squishmallowsquad, #sharemysquad, or if you tag @squishmallows in your
post, your picture or video may be reposted by our team. To read more about this, click here. If you do
not wish to have your content shared, do not use the shared hashtags.

For any contests or giveaways, only public profiles on Instagram may be eligible to win but we respect
the decision to keep profiles private for all of our Squishmallow Squad. We will only repost Story and
highlight content from public accounts to ensure the safety of our fans. We also will only share contest
winners names and handles for the announcements, and not additionally so please do not ask if you did
not win a contest.

I won a Squishmallow in an online contest, can you send me my Squishmallow?

If you have been selected as a winner for one of our contests you will receive a DM or email from an
official Squishmallows email address or account to confirm and confirm shipping information.

If you have won a Squishmallow from a 3 rd party retail or influencer contest THOSE parties are
responsible for providing the Squishmallow and should be who you reach out to for more information.