Custom Orders Policy

SQUISHTIDE | Effective: September 2026

1. What Is a Custom Order

A Custom Order is any item created based on customer-supplied photos, text, names, designs or specific instructions, including pet portraits and personal portrait designs (couples, families, intimate themes and more).

2. Design & Approval Process

Digital proof delivery: We will create and send a digital concept sketch to your registered email within 2–3 business days after payment.
24-Hour Automatic Approval Rule: You have exactly 24 hours from the time the proof email is dispatched to request revisions or approve the design. To maintain our strict production and shipping schedule, if we do not hear back from you within 24 hours, the design will be automatically marked as APPROVED, and your order will move directly into physical production.
Production time: 2–3 business days after design approval (explicit or automatic). Shipping time is additional.

3. Revision Rules

You are entitled to 2 free revisions within the 24-hour approval window.
Additional revisions requested within the 24-hour window may incur a small fee.
Once production begins, no further design changes or revisions can be accepted.

4. Cancellation & Refund Rules

Within 24 hours of ordering: Full refund, no questions asked.
After 24 hours (design stage): If our design team has begun work on your concept sketch, cancellation will only receive a 60% refund. The 40% charge covers the dedicated time and artistic labor invested in your custom design.
After production begins: Once production has started (either upon your explicit approval or via the 24-hour automatic approval rule), the order becomes FINAL SALE. No cancellations, alterations, or refunds will be accepted for personal reasons.

5. Artistic & Co-Creation Disclaimer

Our final physical products are three-dimensional, hand-painted artistic adaptations based on your reference materials and the approved concept sketch, not 1:1 mechanical replicas. To ensure the best visual result on a soft, curved squishy surface, our professional artists reserve full rights for secondary artistic creation. This includes, but is not limited to, re-imagining of background aesthetics, hand-painted decorative accent elements (such as stylized flowers, stars, or shading), and structural adjustments to character proportions. Minor variations in color, texture, and hand-finished details are normal and do not constitute manufacturing defects. Screen display differences may also affect perceived color.

6. Direct Dispatch Policy

To maintain peak logistical efficiency and preserve the exclusive unboxing experience, we do not send photos of the finished physical product for a second confirmation prior to shipping. All approved designs are hand-painted and dispatched directly. These unique artistic touch-ups and creative modifications are an essential part of our premium custom service; therefore, they do not constitute manufacturing defects or grounds for refunds or remakes.

7. Remake Option (Courtesy Only)

If you are unsatisfied for personal reasons after delivery, you may request a one-time remake at 30% off. You are responsible for all shipping costs associated with the remake. This is a courtesy option provided as a goodwill gesture, not a legal right.

8. Copyright & Content

You retain full rights to your original reference photos and content. We retain rights to our artistic design version. We will not publicly display, share, or use your custom design for commercial marketing purposes without your explicit permission, except for internal order fulfillment and quality assurance.

9. Content We May Decline

We reserve the right to refuse to produce any content that is unlawful, infringing, hateful, violent, fraudulent, or otherwise inappropriate. If we decline your custom order for this reason, we will issue a full refund.

10. Pre-Production Clarification & Customer Inactivity

This section applies only before the digital proof is completed and sent for cases where we need additional information, reference materials, or clarification from you to proceed with the design.

If we request clarification or additional materials and do not receive a response within 72 hours, we will send a follow-up reminder.
After 7 days of inactivity, we reserve the right to cancel the order and issue a refund, or proceed with the information originally submitted.
Once the digital proof has been sent to your email, the 24-Hour Automatic Approval Rule in Section 2 will apply instead.