Refund Policy
Return & Refund Policy
Thank you for shopping at TROVETOY! We want you to enjoy our premium stress-relief sensory products. Because our squishy toys are tactile items used for anxiety and sensory relief, we enforce a comprehensive and legally protective Return & Refund Policy to ensure a fair shopping environment and the highest standards of product hygiene.
Please review these terms carefully prior to completing your purchase. By placing an order with TROVETOY, you explicitly agree to these conditions.
1. Strict 1-Hour Order Cancellation Window
To maintain rapid shipping speeds, our fulfillment system is highly automated. We offer a strict 1-hour cancellation and modification window immediately following order placement.
00001. Within 1 Hour: You may cancel your order for a full, unconditional refund by contacting us immediately at [dorian881002@gmail.com].
After 1 Hour: Once this window closes, your order is automatically locked into our supply chain, quality check, and international sorting pipeline. At this stage, orders cannot be canceled, intercepted, redirected, or refunded under any circumstances while in transit. You must wait for the package to arrive and initiate a standard international return as outlined below.
2. Standard Returns & Eligibility (Post-Delivery)
Buyers have 30 calendar days from the carrier's marked delivery date to request a return.
Return Acceptance Criteria:
We welcome you to open the external shipping mailing bag/box to inspect your purchase! However, due to the material nature of sensory toys, the product itself must meet these conditions to be accepted for a refund:
The squishy toy must be 100% unused, unplayed with, unwashed, and in pristine condition.
The item must be completely free of any signs of handling, stretching, physical wear, dirt, pet hair, cosmetics, or topical oils.
The item must be returned inside its original individual product packaging (including internal clear bags, protective films, retail display boxes, and original tags).
All accessories, sensory inserts, or promotional gifts included in the original package must be returned together.
Strict Exclusion:Any squishy toy that has been removed from its core wrap, actively squeezed, stretched beyond standard tolerances, or contaminated is strictly non-returnable due to health and safety regulations.
International Return Shipping to China (Buyer’s Expense):
Return Destination:ROVETOY operates exclusively from Mainland China. We do not own or utilize any overseas regional return warehouses. All authorized returns must be shipped directly back to our central warehouse in China.
Return Costs & Customs:The buyer bears sole responsibility for all international return shipping fees, export taxes, and Chinese import customs duties. Outbound shipping overheads are entirely non-refundable.
Tracking and Risk: You must use a reputable shipping service that provides end-to-end tracking and purchase shipping insurance for the package's full retail value. TROVETOY is not liable for return shipments that are lost, delayed, stolen, or damaged during transit back to China. If a return package fails to arrive at our facility, no refund will be issued.
3. Damaged, Defective, or Incorrect Items
We enforce rigorous quality inspections, but international shipping can occasionally cause transit stress. If your item arrives physically damaged, ruptured, or incorrect, you must report it within 8 hours of delivery.
To submit a valid claim, please email us with:
1. Your Order Number.
2. Clear, high-resolution photos or a brief video displaying the rupture or technical defect.
3. A clear photo of the original shipping label attached to the external mailing parcel.
Upon verification, we will promptly dispatch a brand-new replacement or issue a full refund at zero additional cost to you.
Material & Aesthetic Disclaimer:High-grade Thermoplastic Rubber (TPR) and silicone squishy toys naturally possess a faint, non-toxic manufacturing scent or superficial molding/seam lines upon initial opening. These are normal characteristics resulting from the industrial molding process and do not qualify as product defects or damages.
4. Anti-Fraud & Comprehensive Dispute Prevention
To protect our business against malicious refund requests and chargeback abuse, TROVETOY strictly enforces the following legal parameters:
Fraudulent Returns (Item Swapping): All incoming return parcels are opened, cross-referenced, and fully video-recorded under supervision at our China intake facility. If a buyer returns an empty box, a different weight, a used/ruined toy, a lower-grade counterfeit, or generic filler items (such as rocks or cardboard), the refund will be denied immediately. The incident will be reported to Shopify, PayPal, and the buyer's credit card issuer as international mail fraud.
Chinese Customs Clearance Refusal: If a buyer's return shipment triggers standard import tariffs or requires specific clearance paperwork at Chinese customs, the buyer must resolve it with their chosen carrier. If the carrier abandons or destroys the package due to the buyer's failure to handle clearance costs or documentation, no refund will be issued.
Unclaimed, Refused, or Failed Deliveries: If an outbound package is returned to China or destroyed by the destination courier because the buyer provided an incorrect/incomplete address, omitted a required phone number, failed to collect the parcel from a local post shop, or refused to accept delivery, the full cost of return logistics and disposal fees will be deducted from any final courtesy refund
5. Refund Processing Timelines
Once your return package safely arrives at our China facility, our quality team will evaluate the items within 3 business days.
We will notify you via email regarding the official approval or rejection of your refund based on compliance with our Return Acceptance Criteria.
If approved, your refund will be automatically executed back to your original payment method (PayPal, Credit Card, etc.) within 5–10 business days, subject to your financial provider's internal banking cycles.
6. How to Lawfully Start a Return
WARNING: Do not send your package back to the address listed on your original shipping label. That is a courier cross-docking center and cannot scan, verify, or process inventory returns. Shipments sent there without authorization will be permanently lost and are non-refundable.
To initiate an authorized return, you must follow this protocol:
00001. 1. Email our support team at Insert your support email：dorian881002@gmail.com
2. Format the Subject Line as: Return Request - Order .
3. Our desk will assess your inquiry within 2 business days. If eligible, we will issue an official Return Authorization Form (RMA) along with the correct, designated warehouse address in China and detailed packing instructions.