Here are the questions we get most often. If yours isn't here, write to support@squishyvault.com.
Delivery
When will my order arrive?
We usually pack your order within 1 to 3 business days. The parcel then needs about 6 to 12 business days, so plan on about 7 to 15 business days in total. You get a tracking link by email as soon as it's on its way.
Why does delivery take up to three weeks?
Our squishies ship from our partner warehouse. New styles usually show up there first. The flight and the sorting at customs simply take a while.
My tracking hasn't changed for days. Is that normal?
In the first few days, yes. The parcel often waits for its flight and the tracking stays quiet. If nothing has moved for a long time, send us your order number and we'll check.
How much does shipping cost?
It depends on the country:
- EU (except Italy): €7.90 per order, free from €39.90.
- Italy: €9.90 per order, free from €39.90.
- Australia: AUD 11, free from AUD 65.
- New Zealand: NZD 14, free from NZD 80.
Do I have to pay customs or taxes at the door?
No, as long as your order stays within the usual limits. In the EU, customs duties and import VAT are already included in our prices for parcels with a goods value of up to €150. Outside the EU (Australia, New Zealand) no customs duties or import taxes are charged on orders up to AUD 1,000 or NZD 1,000. If your order is worth more, write to us before you buy.
Which countries do you ship to?
We deliver to every EU country except Cyprus, Malta and Romania. We also deliver to Australia and New Zealand. Details are on our shipping page.
Will all my squishies come in one parcel?
Usually they do. Now and then we split a large order into two parcels, which costs you nothing extra.
Squishies and safety
Are squishies safe for my child?
Our squishies are meant for children aged 3 and up. They're not for little ones who still put everything in their mouths. Squishies with gel or oil filling should never be bitten or cut open. More on this on our safety page.
Why does my new squishy smell?
Fresh foam and paint often smell a bit when they come out of the bag. Let the squishy air out for a day or two near an open window. The smell usually goes away by then.
Can a squishy go in the microwave or freezer?
No. Heat and cold can break the foam, and fillings can expand. Keep squishies away from heaters and strong sun too.
How do I clean a squishy?
Wipe it with a slightly damp cloth and let it dry in the air. Don't soak foam squishies, because they take ages to dry and can lose their shape.
Are these branded squishies?
No. We don't sell copies of famous brands or characters. All our squishies are designs without a brand name.
Problems with an order
My squishy arrived damaged or wrong. What now?
Write to us within 14 days of delivery. Send your order number and photos of the damaged or wrong item. If something is missing, take a photo of what came in the parcel. We then send you a free replacement or refund the item. You don't need to send it back.
Can I return a squishy?
Yes. Within 14 days of delivery you can tell us that you want to return a squishy. In the EU your statutory right of withdrawal applies without extra conditions, so the squishy doesn't have to be unused or in its original packaging. Outside the EU we take back unused squishies in their original packaging. Write to us first and we'll send you the return address. You pay for the return shipping. Details are on our returns page.
Crunchy squishies crackle loudly the first time you press them. That's how they're made. You can still send them back. If a squishy has clearly been used more than you needed to try it out, we may deduct the loss in value.
Can I change my address or cancel my order?
Write to us as quickly as you can. As long as your order hasn't been packed yet, we can still change or cancel it.
Payment and gifts
How can I pay?
At checkout you see every payment method available in your country before you pay.
How do I get a free squishy?
From €23.90 a free mini squishy comes with your order. At €39.90 shipping is free. From €59.90 your gift is a mystery squishy, and from €79.90 you get a jumbo squishy plus a mystery squishy.
