Help Center

Answers to what people actually write in about, grouped by topic. If yours is not here, the contact form reaches a person and we reply within one business day.

Orders and payment

Do I need an account?

No. Guest checkout is available and works exactly the same. An account only saves you re-typing an address and keeps your order history in one place.

How is payment handled?

Checkout runs through Shopify's PCI-compliant system, encrypted end to end. We never see or store your card number. The payment options shown are the ones available for your device and region — major cards plus the express wallets.

Can I change or cancel after ordering?

Only if it has not entered fulfilment, and we pack fast. Email us immediately with your order number and we will stop it if we still can. Once a parcel is packed the honest answer is that it has to travel and come back.

I did not get a confirmation email.

Check spam and the promotions tab first — that is where it is nine times out of ten. If it is genuinely missing, tell us and we will resend it.

Will I be charged tax?

Any applicable tax is calculated on your destination and shown at checkout before you pay. Nothing is added afterwards.

Shipping

When does my order leave?

Orders are prepared and dispatched within 1 to 3 business days.

What does shipping cost?

Delivery is calculated at checkout, from your address. An optional Shipping Protection upgrade is offered at checkout. The full detail is on our Shipping & Delivery page.

How long does delivery take?

Within the United States, typically 1 to 18 business days on top of processing. That is a wide window and we would rather publish the real one than a flattering one — holidays and weather stretch it, and no carrier is immune.

How do I track it?

Use the link in your shipping confirmation email. If you ordered with an account, the tracking number is also in your order history.

I ordered several things and one arrived.

Some items ship in separate parcels, which is normal for certain packs. Everything you ordered is coming; the parcels simply do not travel together.

My parcel is late, lost or stolen.

Tell us and we open an investigation with the carrier — there is nothing for you to chase. Once a loss is confirmed, the refund is processed within 3 to 7 business days.

Returns and refunds

What is the policy?

Items come back unused and in the condition they arrived, sale items and limited editions included. Once we have sent you a return authorisation you have 14 days to ship it. Mystery boxes and blind bags are covered by their own policy — see the section below, because the rules genuinely differ.

How do I start one?

With an account: log in, open your order history, select the items. As a guest: email us your order details. Either way we review it and send the instructions and the authorisation.

When is my money back?

Within 3 to 7 business days of the return arriving and being inspected. There are no restocking fees.

Can I exchange instead?

We do not run exchanges. Return for a refund and order the one you wanted — it is faster than an exchange would be, because nothing waits on your parcel reaching us before the new one ships.

It arrived damaged or it is the wrong item.

Send us a photo and your delivery note. Faults are on us: we issue a prepaid return label, and the refund goes through within 3 to 7 business days of the parcel arriving.

Who pays return postage?

We do, when the item is faulty or wrong. For a change of mind, it is yours.

Mystery boxes and blind bags

How do they work?

You buy the draw, not the design. Every sealed product in the range uses one published scale — Common 60%, Rare 25%, Epic 12%, Legendary 3% — and you find out which you drew when you open it.

I did not get the design I wanted. Can I send it back?

No, and it is worth being blunt about this before you buy rather than after. An unwanted color, an unwanted character or a duplicate is the format working as intended, and none of those are returnable. Faults, damage and wrong items are always covered.

I got a duplicate in a multi-pack.

Duplicates are part of a random draw and are not refundable. If you bought a labelled full set and a listed piece is genuinely absent, that is different — tell us and we will sort the missing piece.

How many boxes to get a Legendary?

At 3% per box, each box is an independent draw: about a 26% chance after ten boxes, 46% after twenty, and roughly twenty-three boxes to pass even odds. If there is one design you want, buying it outright when it is listed is cheaper and certain. Blind boxes earn their price when the opening is the thing you want.

Mine arrived damaged or wrong.

Contact us within 5 days of delivery with your order number and at least two clear photos, and we put it right under the Mystery Box Policy.

Care and safety

What are they made of?

Slow-rise thermoplastic rubber — TPR, with PP and PU in the mix. A few designs carry a plush outer over the same core. Every product page states its own material.

How do I clean one?

A slightly damp cloth, then air dry flat. Do not soak it and do not put it through a wash: saturated foam does not recover.

Will it keep its squish?

Kept out of direct sunlight, yes — for years. Heat is what ends slow-rise foam, not squeezing it. A squishy left on a sunny windowsill or in a hot car yellows and stiffens, and that is not reversible. If one arrives already failing to rise, that is a fault, not storage, and we will replace or refund it.

Are they safe for children?

Rated for ages 3 and up across the whole range. They are decorative squeeze toys and never food, however convincingly they are moulded. Keep them away from babies and pets, and supervise young children — multi-piece sets and blind bags contain several small items.

Are they scented?

Only where the product page says so. If it is not mentioned on the listing, it is unscented.

Why do they cost more than a marketplace squishy?

Because slow-rise foam is the expensive part and it is the part a photograph cannot show. A copy in ordinary sponge looks identical in a listing, costs a fraction to make, and snaps back instantly — which removes the only feature you were buying. That is the whole difference, and it is a material cost that cannot be conjured away.

Gifts

Is it ready to give?

Yes. Designs that ship with a miniature bamboo steamer arrive presentable straight out of the parcel — the steamer is what the squishy sits in, not throwaway packaging.

Can I send it to a different address?

Enter the recipient's address as the shipping address at checkout.

How do gift returns work?

If it was shipped directly to you, you receive a gift credit for the value once the item reaches us. If the order was not marked as a gift, the refund goes back to whoever paid.

What should I buy if I do not know their taste?

An 8 to 9 cm named design in any color. It is the size people picture, and a named design removes the risk of a duplicate or an unwanted draw — which is exactly the risk you do not want in a present. A gift card is the other honest answer — they pick, you do not have to guess.

Still stuck

Send us a message through the contact form, with your order number if you have one. We reply within one business day.