Due to the customized nature of all of the products we produce at SquishyFacedCrew, we cannot offer returns. Your artwork and products are designed with care and each order is entirely personal to you and your pet.

If you’re unhappy - here is what we can do for you

If you are unhappy with your final product then please get in touch with us. Our friendly customer satisfaction team will always endeavour to make sure you're happy with the final product.

Wrong item received

If you received the wrong product, or an incorrect size or print, or your product was damaged in transit, we will of course replace it without question. Please let us know within 48 hours of receiving your order in this case.

Please note that our sizes listed on site are indicative of the final product size but not absolute. Different photos (taken from different angles) create different aspect ratios which can impact the final product dimensions. All dimensions are subject to a 15% fluctuation (larger or smaller). Please note that our products are all clearly labelled with their indicative sizing, you are responsible for ensuring that you order the correct size and have considered the various sizes that we offer.For example, a 3D pillow which is technically correctly sized but is smaller than you expected is not cause for a refund or replacement. At our service teams complete discretion, we may offer you a special rate to acquire, for example, a larger sized product which better fits your needs. We urge customers to carefully consider the sizes and to ensure that you’re ordering the size which best suits your needs. 

 If you’re not sure of which pillow side you should order, feel free to contact us on the chat or via email, and we’ll be more than happy to help you decide.

Transit times 

Please allow us up to 5 working days to produce your handmade product.

We label the expected transit times in our checkout on the shipping page. These are guidelines provided to us by our third party courier partners, which are outside of our control. These times are determined based on your location and the shipping method/option selected. 

Please note that during times of peak delivery, such as the holidays and also during the current Covid-19 global pandemic, these times may fluctuate and SquishyFacedCrew is not responsible for the shipping times after we have despatched your item. 

However, we send all shipments via tracked courier post and we have insurance on the packages. If your item is delayed outside of your shipping window, please reach out to our team and we will aid in tracking down your package. 

If we’re not able to ascertain the packages location, we will use our insurance to provide a free replacement item for you 

Order cancellation 

If you have placed an order recently and have changed your mind, you can cancel your order within 24 hours, or before approving the mockup. In any of these scenarios, the cancellation will be granted at our discretion. 

The reason for this is that our graphics team endeavours to work on your order as soon as you have placed it, to ensure we can turn around orders as fast as possible for you. If your artwork or digital mock-up has already been created and you request to cancel, we will charge a $10 fee to cover some of the artwork costs for your order.

You are responsible for uploading photos in accordance to our photo guidelines

Please be aware that when we create your personalised product, we use the photo you uploaded with your order. Please also be aware that 24 to 48 hours after you placed your order, you will receive an email showing a mockup based on the picture that you upload, for you to approve. If you’re not happy with the mockup, you can provide a new picture and we’ll create a new mockup for you, free of charge. 

If you do not follow our Photo Guide, we cannot offer any solution. It's your responsibility to submit a high quality photo that adheres to our submission guidelines. Low quality photos will result in low quality final products. 

If you have special requests, you are welcome to share them as you order or when we share a digital proof with you to approve/request changes. However, we can't guarantee that special requests will be adhered to - for example we cannot edit a photo to close or open a mouth, add a smile etc. We can, however, remove red eye, edit eye color and other such requests.

Please note that all examples shown on our site were made from high quality, high resolution photos. Blurry, low quality photos will not allow our design team to produce the high quality finish you see on site.