Refund Policy

How we handle orders that arrive damaged or wrong.

Last updated: October 16, 2026

In plain language

Our pals ship directly to you from our fulfillment partners, so we aren't able to accept returns or exchanges. If your order arrives damaged in shipping, or you received the wrong item, contact us within 7 days of delivery with your order number and photos, and we'll review it and help.

Damaged in shipping or wrong item

Contact us at hello@cacele.com or through our Contact page within 7 days of delivery. Please include:

  • your order number
  • clear photos of the item, the damage and the packaging, including the shipping label

We review every request. We may ask for more photos or a short video, and in some cases we may ask you to send the item back using instructions we provide before we can approve anything. When a request is approved, we'll send a replacement. If a replacement isn't available, we'll refund the affected item.

Normal differences in color, size or shape from product photos, minor variations between pieces, and small marks from shipping that don't affect the item are not considered damage.

Orders that don't arrive

If your tracking hasn't updated for 7 business days, or your order is more than 10 business days past its estimated delivery date, contact us and we'll look into it with the carrier. If a package is confirmed lost, we'll send a replacement or a full refund. See our Shipping Policy for details.

Returns

Because our pals ship directly from our fulfillment partners, we're not able to accept returns or exchanges for items that arrive as described. Please check the size, color and style on the product page before ordering, and feel free to ask us anything first. We're happy to help you pick the right pal.

What we can't refund

  • Requests made more than 7 days after delivery
  • Requests without photos of the item and packaging
  • Damage that happens after delivery, or from use or washing
  • Items that arrived as described
  • Gift cards

Refunds

Approved refunds go back to your original payment method within 5 to 10 business days. Your bank or card issuer may take a few extra days to post it. If you haven't received your refund after 15 business days, please contact us.

Order cancellations

Need to cancel? Email us as soon as possible. Orders that haven't shipped yet can be cancelled for a full refund. Once an order has shipped, it can't be cancelled.

Gifts

If a gift arrives damaged in shipping or is the wrong item, the recipient can contact us within 7 days of delivery with the order number and photos, and we'll review it the same way.

PlushyMochi Club

Items received through the Club follow this policy. You can skip or cancel your membership anytime before your next renewal date from your account.

Contact us

Plushy Mochi (operated by Cacele Digital, LLC)
4475 US-1 South, Suite 604
St. Augustine, FL 32086, United States
Email: hello@cacele.com

Questions? Email hello@cacele.com or use our Contact page.