The Squish Lab

Frequently Asked Questions

Questions? We've got answers.

Find everything you need to know about shipping, products, returns, and more before placing your order.

Shipping & Orders

Is shipping free?

Yes! We offer FREE shipping on all US & Canada orders over $49.

International shipping rates are calculated automatically at checkout based on your destination.

When will my order ship?

Orders are typically processed within 1–2 business days after payment has been received.

During holidays, new product launches, or high-volume periods, processing may take slightly longer.

How long does shipping take?

Estimated delivery times:

United States: 2–5 business days

Canada: 5–10 business days

International: 7–21 business days

Please note that shipping times are estimates and may vary due to customs inspections, carrier delays, weather, or other circumstances beyond our control.

Will I receive tracking information?

Yes.

Once your order has shipped, you'll receive a confirmation email containing your tracking number.

Tracking information may take up to 48 hours to become available.

Do you ship internationally?

Absolutely.

We proudly ship worldwide.

International customers are responsible for any customs duties, import taxes, VAT, or other fees charged by their local authorities.

Returns & Refunds

What if I receive the wrong item?

Please contact us within 48 hours of delivery and include:

• Your order number
• Photos of the item received

We'll review the issue and provide an appropriate solution as quickly as possible.

What if my order arrives damaged?

Please contact us within 48 hours after delivery and include:

• Your order number
• Clear photos of the damaged product
• Photos of the original packaging

This helps us verify the issue and resolve it promptly.

Can I return a used product?

For hygiene and safety reasons, opened, used, or damaged products cannot be returned unless they arrived defective or incorrect.

Do you accept returns for change of mind?

We do not accept returns or exchanges due to buyer's remorse, accidental purchases, or personal preference.

Please review all product descriptions carefully before placing your order.

Care & Maintenance

How do I care for my squishy?

To help maximize the lifespan of your product:

• Avoid sharp objects.
• Do not overstretch.
• Keep away from excessive heat and direct sunlight.
• Store in a cool, dry place.
• Clean gently with a soft damp cloth if needed.

Are handmade products exactly the same?

Many of our products are individually handmade.

Because each piece is carefully crafted by hand, small air bubbles, slight color variations, tiny imperfections, or minor differences in shape may naturally occur.

These characteristics are part of the handmade process and make every piece uniquely yours. They are not considered product defects.

Will my product look exactly like the photos?

We carefully photograph every product to represent its true appearance.

However, slight differences in color, transparency, glitter placement, or handmade details may occur due to lighting, monitor settings, and natural handmade variations.

Are your products suitable for children?

Some products contain small parts and are not suitable for children under 5 years old.

Adult supervision is recommended for younger users.

Our products are designed primarily for sensory play, stress relief, collecting, and fidgeting.

Can your products help relieve stress?

Many customers enjoy our products for relaxation, sensory stimulation, focus, and fidgeting.

However, our products are not medical devices and are not intended to diagnose, treat, cure, or prevent any medical condition.

Contact

How can I contact customer support?

We're always happy to help.

Email: support@thesquishlab.co

We typically respond within 1–2 business days.

Still have questions?

If you can't find the answer you're looking for, feel free to contact us anytime.

support@thesquishlab.co

We'll be happy to help.