Shipping & Delivery
Lost, Delayed, or Returned Packages
If your tracking has not updated for an unusual amount of time, contact us with your order number and checkout email.
We will help review the tracking status, but carrier delays do not automatically qualify for a refund.
If a package is marked as delivered by the carrier, we recommend checking with household members, neighbors, building management, and the carrier before contacting support.
Tracking
Once your order has been shipped, you will automatically receive a tracking number by email so you can follow your package every step of the way. After your order has been processed, delivery typically takes 2–7 business days, depending on your location and the shipping carrier selected at checkout.
Pre-Order or Batch Orders
If an item is marked as pre-order, backorder, batch shipment, or has a stated ETA, the order will ship once that stock is available.
If your order contains both in-stock and pre-order items, they may ship together unless we choose to split the shipment.
International Orders
International orders may be subject to customs delays, import duties, taxes, or local fees depending on the destination country. These charges are the customer’s responsibility unless stated otherwise at checkout.
Cancellations
Orders can be cancelled within 24 hours of order confirmation if the order has not already entered processing or fulfillment.
After 24 hours, or once an order has started processing, the sale is final unless the item arrives damaged, defective, or incorrect.
Shipping Pricing and Free Shipping
Spend $50 or more and receive FREE shipping on your order! If your order subtotal is under $50, standard shipping rates will apply. Eligible orders will have free shipping automatically applied at checkout.
Returns & Refunds Policy
Returns & Refunds
We want every NeeDoh & Squishy order to arrive in good condition and match what was shown at checkout. Because our products are sensory toys, returns and refunds must follow the conditions below:
Return Eligibility
Return requests must be made within 14 days of delivery.
To be eligible for a return, items must be:
• Unused and unopened
• In original packaging
• In the same condition received
• Approved by our support team before being sent back
Return shipping costs are the responsibility of the purchaser for any item being returned for reasons other than defect or damage. We do not cover or reimburse shipping costs for change-of-mind returns, incorrect orders placed by the purchaser, or other non-defective returns.
Opened sensory toys are final sale for hygiene and safety reasons.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, contact us as soon as possible with:
• Your order number
• The email used at checkout
• Clear photos of the item
• Photos of the packaging and shipping label
Once reviewed, we may offer a replacement, store credit, or refund depending on the issue and available stock.
Contact us before sending anything back. Returns sent without approval will not be accepted.
International Shipping Policy
At Squishytopia, we strive to make shipping as affordable as possible for all of our customers.
Please note that our Free Shipping on Orders Over $50 CAD promotion applies exclusively to orders shipped within Canada. Customers whose order subtotal is $50 CAD or more and whose shipping address is located in Canada will automatically qualify for free standard shipping.
For all international shipments (outside of Canada), customers are responsible for paying the full shipping cost at checkout. Shipping rates are calculated based on the destination, package size, and carrier fees.
All international orders will include a tracking number, shipping insurance, and will be shipped through Canada Post international, for added peace of mind. Once an international order has been shipped, it is not eligible for refunds, returns, or exchanges. Our Returns and Refund Policy does not apply to international orders.
We understand that international shipping costs can be expensive, and we do our best to negotiate and offer shipping rates that are as low and competitive as possible compared to other shipping providers. We appreciate your understanding and continued support of our small business.
Thank you for choosing Squishytopia.
Refund Processing
Approved refunds are issued to the original payment method after the returned item is received and inspected.
Refunds may take 5-10 business days to appear depending on your bank or payment provider.
Processing
Processing typically takes 1–3 business days, but may be extended during periods of high order volume.
Final Statement
We strive to process and ship all orders as quickly as possible. Please note that delivery times are estimates and may be affected by carrier delays, weather conditions, holidays, or periods of high order volume that are beyond our control. We appreciate your patience and understanding.
Customer Address Errors
Customers are responsible for entering the correct shipping address at checkout. If an order is delayed, returned, lost, or delivered incorrectly because of an incorrect address, we may not be able to refund or replace it.
If a package is returned to us, we may offer reshipment after any additional shipping costs are paid.
Shipping Delays
Delivery estimates are not guaranteed. Delivery times may change during busy periods due to demand, limited stock, carrier delays, customs, weather, or fulfillment conditions.
A delay while an order is in transit does not automatically qualify for a refund. We will help track the order and review any carrier issues.
Return Approval - Shipping
If a return request is approved, customers are responsible for the cost of return shipping unless otherwise stated by a Squishytopia team member in writing. Once the returned item is received and inspected, an eligible refund or exchange will be processed in accordance with our Refund & Return policy.