Refund policy

The short version

Squishies, fidgets, plush, blind boxes and collectibles are final sale — once they have left the shop we cannot resell them, so we cannot take them back.

What we will always do: if your order shows up damaged, defective, wrong, or does not show up at all, tell us within 3 days and we will make it right.

Clothing and footwear bought in the shop can be exchanged within 7 days. We do not sell those online.

That is the whole policy. The details are below.

Final sale

Because of the nature of what we carry, we do not accept returns or issue refunds on merchandise bought in the shop or online. That includes toys, squishies, fidgets, sensory products, plush, blind boxes, collectibles, puzzles, games, books, gifts, candy, snacks, beverages, jewelry, hair accessories, beauty products, fragrances, bath and body products, home decor, seasonal merchandise, sale and clearance items, gift cards, special orders, and pre-orders.

Please open and check your order as soon as it arrives.

Blind boxes, mystery bags & mystery boxes

The whole point of a blind box is that nobody knows what is inside — including us. Characters, colors and styles are chosen at random by the manufacturer.

• We cannot guarantee a specific character, color, chase, or rare figure.
• Duplicates are part of collecting and are not a defect.
• We cannot exchange an opened blind box for a different one.

If a blind box arrives sealed but empty, crushed, or clearly mispacked at the factory, that is a defect — see If something is wrong below.

Mystery boxes we pack ourselves

Our own Mystery Boxes are hand-packed in Prairieville from whatever is on the shelf that week. You do not get to pick what is inside, and that is the fun part. They are final sale, and we cannot take requests for specific items.

If something is wrong

Check your order the day it arrives. If it is damaged, defective, incorrect, or something is missing, text (225) 253-9001 or email Info@thesensory.shop within 3 calendar days of delivery and we will take care of you. Claims after 3 days may be denied.

Send us:

• Your order number
• Photos of the item and the damage
• A photo of the product packaging
• A photo of the shipping box or mailer, and the shipping label

Approved claims are resolved with a replacement, store credit, or refund, whichever makes the most sense — our choice, but we will be fair about it.

What is not a defect: damage from normal use — squeezing, stretching, punctures, tears, rough handling, storage, heat, pets, accidents, or ordinary wear. Squishies are made to be squished, and eventually a well-loved one gives out. That is not a manufacturing fault.

Packages marked delivered but missing

If tracking says delivered and the package is not there, please check with everyone in the house and your neighbors first — it turns up more often than not.

If it still has not appeared 48 hours after the delivery scan, contact us within 3 calendar days of that scan. We will open a claim with the carrier and do everything we can, but once a carrier confirms delivery to the correct address we may not be able to issue a replacement or refund.

Choosing local pickup avoids this entirely.

Local pickup

Pickup orders are usually ready within an hour during shop hours (Monday to Sunday, 11am to 6pm). Wait for the email that says your order is packed and ready before you head over.

We will hold a pickup order for 14 days. After that we will reach out; if we do not hear back, the items go back on the shelf and store credit is issued.

Order cancellations

We start packing orders right away so they ship fast, which means cancellations are not guaranteed. Once processing has begun, the order is packed, a label has been created, or it has been handed to the carrier, we cannot cancel it.

If we catch a cancellation request before processing starts, you get a full refund.

Pre-orders

Pre-orders are final sale. Payment is taken when you order, because that is what reserves a unit for you.

Ship dates are estimates given to us in good faith by manufacturers and distributors, and they move — manufacturing delays, freight, customs, weather, carriers. We will tell you when they do.

Pre-orders cannot be cancelled, changed, returned, or refunded once placed.

If we cannot fulfil your pre-order because the manufacturer cancelled it, discontinued it, or short-shipped our allocation, you get a full refund. If a delay runs past the original estimated window, we will notify you as the law requires.

Clothing & footwear — in the shop only

We sell apparel and footwear at our Prairieville shop, not online.

In-store clothing and footwear may be exchanged or credited within 7 calendar days of purchase. Items must be unworn, unwashed, in original condition, free of stains, odors, pet hair, makeup, deodorant and damage, with tags attached and in their original packaging where applicable.

Refunds are not offered on these; if your size is not available, we will issue store credit.

Ages & safety

Age recommendations come from the manufacturer and are printed on the packaging. Many of our items contain small parts and are not suitable for children under 3. Please supervise little ones, and check the packaging before handing something over.

Payment disputes & chargebacks

If something is wrong, please tell us first — text or email, whichever is easier. We are a small shop and we would much rather fix it than fight about it.

By placing an order you agree to these policies. If a chargeback is opened on an order that was properly processed, shipped, delivered or fulfilled under this policy, we will provide the payment processor with our documentation: order confirmation, payment records, tracking, delivery confirmation, carrier records, photos of the packed order where we have them, our messages with you, and your checkout acknowledgment of these policies.

Fraudulent or abusive chargebacks may result in future orders being refused.

Questions

Text us at (225) 253-9001 — we are usually with customers, so a text reaches us faster than a call. Or email Info@thesensory.shop.

The Sensory · 40235 LA-42, Suite A, Prairieville, LA 70769 · Monday to Sunday, 11am to 6pm

By completing your purchase you acknowledge that you have read and agree to The Sensory's policies, including that most sales are final.