FAQ
Orders and Shipping
What is my order number?
After placing an order on our website, you will reach the Thank You page with your order number. Shortly thereafter, you will receive an order confirmation email, which also includes your order number.
To locate the order number for a pending on our website:
- Log in.
- Click “Orders”
- You will see the list of all your orders.
How do I track my order?
To track the status of your order, you need to:
- Go to the “Track my order” page
- Enter either your tracking number or your order number along with your email address or phone number.
- You can track your package
Sometimes, the "In Transit" status may stay unchanged for several days — sometimes up to ten days. This is completely normal and simply means your order is making its way to you through our preparation, verification and quality control process.
How long does delivery take?
We know you're excited to get squeezing — here's what to expect. 🌸
Once your order is placed, here's the timeline:
- Preparation & dispatch: 24-48 business hours
- Delivery: 7-15 business days
- Total estimated time: 8-17 business days
Please note that delivery times may vary slightly depending on your location and local carrier conditions. During busy periods like holidays or sales, preparation times may be slightly longer — but we always do our best to get your squishies to you as quickly as possible.
Once your order has been dispatched you'll receive a tracking number by email so you can follow your package every step of the way. 💕
My order is late!
First of all — we're so sorry about the wait. We completely understand how frustrating it can be, and we want to help you sort this out as quickly as possible. 🌸
Here's what we suggest:
Check your tracking number first — sometimes packages show as delayed but are actually still moving through the system. Tracking updates can occasionally take 24-48 hours to refresh.
If your tracking shows no movement for more than 10 business days, please reach out to us directly at contact@mimisquishy.com with your order number and we'll investigate immediately.
Please note that occasional delays can occur due to customs clearance, local carrier delays or high volume periods like holidays. These are rare but can happen — and we'll always do our best to find a solution for you.
We're real people who genuinely care about your order arriving safely. If something has gone wrong — we'll make it right. 💕
Can I change or cancel my order after placing it?
We completely understand that sometimes you change your mind — and we'll always do our best to help. 🌸
If your order hasn't been dispatched yet:
Contact us immediately at contact@mimisquishy.com with your order number and the changes you need. We'll do everything we can to modify or cancel your order before it leaves our hands.
If your order has already been dispatched:
Unfortunately once your order is on its way we're unable to make changes or cancel it. In this case we recommend waiting for your delivery and then using our hassle-free 30-day return policy if needed.
Important: Orders are processed quickly — usually within 24-48 hours. So if you need to make a change please contact us as soon as possible after placing your order. The sooner you reach out, the better the chances we can help. 💕
My order shows delivered but I haven't received it
We know how frustrating this can be — and we're here to help you figure this out. 🌸
First, here are a few things to check:
- Check around your property — sometimes carriers leave packages in a safe spot like a porch, side entrance or garden without ringing the bell.
- Check with your neighbours — occasionally packages are left with a neighbour by mistake.
- Check for a delivery attempt card — your carrier may have tried to deliver and left a note with instructions to collect from a local depot or post office.
- Wait 24 hours — sometimes tracking updates show "delivered" slightly before the package actually arrives. It may turn up the next day.
If you've checked all of the above and still haven't received your order:
Please contact us at contact@mimisquishy.com with your order number and we'll open an investigation with the carrier immediately. We take missing orders very seriously and will work to find a solution for you as quickly as possible.
Please note that investigations with carriers can take 5-7 business days to complete — but we'll keep you updated every step of the way and make sure you're taken care of. 💕
Do you ship worldwide?
Yes — we ship to most countries worldwide. 🌸
We primarily serve the USA, UK, Canada and Australia but we welcome orders from most destinations. Shipping times and available delivery options will be shown at checkout based on your location.
Please note that delivery times and shipping costs vary depending on your country. International orders may also be subject to local customs fees or import taxes — please check below for more details. 💕
Why has my order been split into multiple packages?
Don't worry — this is completely normal and doesn't mean anything is missing from your order. 🌸
There are a few reasons why your order may arrive in separate packages:
- Some products are shipped from different warehouse locations to get them to you as quickly as possible.
- Occasionally high demand means certain items are temporarily held at a different facility — splitting the order ensures the available items reach you without delay.
- For larger orders, splitting into multiple packages ensures everything arrives safely without risk of damage.
Each package will have its own individual tracking number — you'll receive all tracking numbers by email so you can follow every package separately. If you have any concerns please don't hesitate to contact us at contact@mimisquishy.com. 💕
My tracking number isn't working.
We're sorry for the confusion — here are the most common reasons and what to do. 🌸
- It may be too early. Tracking numbers can take 24-72 hours to activate after dispatch. If you just received your shipping confirmation, please wait a day or two before checking.
- You may be using the wrong tracking website. Depending on your carrier, make sure you're using the correct tracking platform. You can also track your order directly on our website using your order number.
- The tracking may have stopped updating. This is common when packages are in transit between countries — it doesn't mean your order is lost. Updates usually resume once your package reaches your local carrier.
If your tracking hasn't updated for more than 10 business days please contact us at contact@mimisquishy.com with your order number and we'll look into it immediately. 💕
Will I have to pay customs fees or import taxes?
This depends on your country and the total value of your order. 🌸
For US customers: Orders under $800 are generally exempt from import duties under the US de minimis threshold.
For UK customers: Since Brexit, orders from outside the UK may be subject to import VAT and customs duties depending on the value of the goods. Orders under £135 are typically subject to UK VAT only — no additional customs duties. We recommend checking with your local customs authority for the most up to date information.
For other countries: Import taxes and customs fees vary by destination. Any applicable fees are the responsibility of the customer and are not included in our product prices or shipping costs.
If you have any questions about customs in your country please feel free to contact us before ordering. 💕
What happens if my package gets lost?
We take lost packages very seriously — and we'll always make it right. 🌸
If your tracking shows no movement for more than 10 business days or your package is confirmed lost by the carrier, here's what we do:
- We open an official investigation with the carrier on your behalf.
- Investigations typically take 5-7 business days to complete.
- Once confirmed lost we will offer you a full replacement or a full refund — whichever you prefer.
Please contact us at contact@mimisquishy.com with your order number as soon as you suspect your package may be lost. The sooner we know, the faster we can help. 💕
Can I change my delivery address after ordering?
We'll always try our best to help — but please act fast. 🌸
If your order hasn't been dispatched yet:
Contact us immediately at contact@mimisquishy.com with your order number and your new delivery address. We'll do everything we can to update it before your order ships.
If your order has already been dispatched:
Unfortunately we're unable to change the delivery address once your order is on its way. In this case we recommend contacting the carrier directly with your tracking number — some carriers offer address change services for in-transit packages.
To avoid any issues please always double-check your delivery address carefully before completing your order. 💕
Returns and Refunds
What is your return policy?
We offer a 30-day return window from the date you receive your order. Items must be unused, unopened and in their original packaging. If your item arrives defective, damaged or incorrect we'll make it right immediately — no questions asked. For full details please visit our Return & Refund Policy page. 🌸
How do I return an item?
Simple — just follow these steps:
Contact us at contact@mimisquishy.com within 30 days of receiving your order with your order number and reason for return. Wait for our confirmation email with return instructions and our return address. Pack your item securely in its original packaging and send it back using a tracked shipping service. Once received and inspected we'll process your refund within 5-7 business days. 💕
How long does it take to receive my refund?
Once we receive and inspect your return we'll process your refund within 5-7 business days to your original payment method. Depending on your bank or payment provider it may take a few additional days to appear in your account. If you haven't received your refund after 10 business days please contact us at contact@mimisquishy.com and we'll investigate immediately. 🌸
My item arrived damaged — what should I do?
We're so sorry to hear this — please contact us within 48 hours of delivery at contact@mimisquishy.com with your order number and a clear photo or video of the damaged item. We'll arrange a free replacement or full refund immediately. You won't need to return the item. 💕
I received the wrong item — what should I do?
We sincerely apologise for the mix-up. Please contact us at contact@mimisquishy.com with your order number and a photo of the item you received. We'll send you the correct item as quickly as possible at no extra cost — and you won't need to return the wrong one. 🌸
Can I return a squishy if I simply don't like it?
We completely understand that sometimes a product isn't quite what you expected. As long as the item is unused, unopened and in its original packaging within 30 days of delivery we'll accept the return. Please note that return shipping costs are the responsibility of the customer. Contact us at contact@mimisquishy.com to start the process. 💕
Do I have to pay for return shipping?
Unless your item is defective, damaged or incorrect — yes, return shipping costs are the responsibility of the customer. We recommend using a tracked shipping service as we cannot be held responsible for items lost in transit. Original shipping costs are non-refundable. 🌸
What items are not eligible for return?
The following items cannot be returned — items that have been opened, used or squeezed, items damaged due to misuse or improper handling, items returned after the 30-day window, and Zero Bounce Back squishies returned solely because they don't return to their original shape — this characteristic is clearly indicated on each product page before purchase. 💕
Payment and Security
What payment methods do you accept?
We accept all major payment methods so you can checkout with complete ease. 🌸
- Credit & debit cards — Visa, Mastercard, American Express
- PayPal
- Apple Pay & Google Pay
- Shop Pay
All available payment options will be displayed at checkout depending on your location and device.
Is it safe to enter my payment details on your website?
Absolutely — your security is our top priority. MimiSquishy uses SSL encryption (you'll see the padlock icon in your browser) to protect all data transmitted on our website. Your payment details are processed through secure, certified payment gateways and are never stored on our servers. We will never have access to your full card details. 💕
Why was my payment declined?
There are several common reasons why a payment may be declined. 🌸
- Incorrect card details — double check your card number, expiry date and CVV
- Insufficient funds on your account
- Your bank may have flagged the transaction as unusual — contact your bank to authorise it
- Your card may not support international transactions — check with your bank
- A temporary issue with our payment provider
If your payment continues to be declined please try a different payment method or contact us at contact@mimisquishy.com and we'll help you complete your order. 💕
Will I be charged in my local currency?
Our prices are displayed in US Dollars ($). If you are ordering from outside the US your bank or payment provider will automatically convert the amount to your local currency at their current exchange rate. Please note that your bank may apply a small foreign transaction fee — this is outside of our control. 🌸
Do you store my payment information?
No — we never store your full payment details. All transactions are processed through our secure payment partners and your card information is never saved on our servers. Your data is always safe with us. 💕
Is my personal information safe?
Yes — we take your privacy very seriously. All personal information collected during checkout is used solely to process and deliver your order. We never sell or share your data with third parties for marketing purposes. For full details please read our Privacy Policy on our website. 🌸
Can I pay in instalments?
This depends on your location and the payment methods available at checkout. Shop Pay Instalments may be available depending on your country. If this option is available to you it will appear automatically at checkout. 💕
Products & Squishies
What is a taba squishy?
Taba is a specific type of squishy made from a unique silicone formula that delivers a slow, deeply satisfying resistance when squeezed. Unlike regular foam squishies, taba feels slightly sticky and weighted in your hands — making every press feel incredibly therapeutic and addictive. Once you try taba, nothing else compares. 🌸
What are your squishies made of?
Our squishies come in different formulas depending on the design. Depending on the product this includes premium silicone, TPR, TPE foam or polyurethane foam. The specific material is always indicated in the Product Details section of each individual product page so you know exactly what you're getting before you order. 💕
Are your squishies safe for children?
All our squishies are non-toxic and BPA-free. They are suitable for ages 6 and above under adult supervision. Some designs include small decorative elements that may present a choking hazard for children under 3 — always keep these out of reach of very young children. As with all squishies they should never be put in the mouth or exposed to heat sources. 🌸
What is Zero Bounce Back?
Zero Bounce Back means that once squeezed your squishy won't fully return to its original shape on its own. Think of it as endlessly moldable — squeeze it, reshape it, make it yours. This is a specific characteristic of certain formulas and is not a defect. We always clearly indicate which products are Zero Bounce Back on the product page so you know exactly what you're getting before you order. 💕
Will my squishy look exactly like the photos?
We do our best to represent every product as accurately as possible. Slight variations in colour may occur due to screen settings and natural batch differences. Each squishy is also unique by nature — minor differences in texture or finish between batches are completely normal and part of what makes yours special. 🌸
Do your squishies have a smell?
Some squishies carry a slight scent when they first arrive — this comes naturally from the raw materials used in production and is completely normal. It is not a defect. The smell is mild and typically fades within 1 to 2 weeks. To speed things up simply leave your squishy in a well-ventilated area for a few days after receiving it. If you have known sensitivities to synthetic materials please contact us before ordering. 💕
How do I use my squishy?
Your MimiSquishy is designed to be squeezed, pressed and gently squished. Hold it, press it, reshape it, repeat. Avoid pulling, twisting or stretching aggressively as this can damage the squishy and shorten its life. Keep away from sharp objects, rough surfaces, heat sources and open flames. Never microwave or freeze your squishy. 🌸
How do I take care of my squishy?
Store your squishy in its original bag when not in use to protect it from dust and damage. If it needs cleaning gently wipe with a slightly damp cloth and allow to dry completely. Never soak, submerge or machine wash. Keep away from direct sunlight for extended periods and away from heat sources. With a little care your MimiSquishy will stay soft and satisfying for a long time. 💕
My squishy arrived slightly misshapen — is that normal?
Completely normal — especially for Zero Bounce Back squishies. Simply reshape it gently with your hands and it will be good to go. If you are genuinely unhappy with the condition your squishy arrived in please contact us at contact@mimisquishy.com with a photo within 48 hours of delivery and we'll make it right. 🌸