The short version
Unopened squishies can be returned within 14 days of delivery. Faulty items are replaced or refunded whatever the date, as long as you send us a photo. That is the whole policy; the rest of this page is the detail.
Eligibility
- Request must be made within 14 days of delivery.
- Item must be unused and in its original sealed packaging.
- For hygiene reasons we cannot accept opened squishies unless they are faulty. These toys are squeezed, handled and sometimes chewed; once a seal is broken we cannot resell the item.
- Custom colourways and personalised wholesale orders are non-returnable unless faulty.
Faulty or damaged items
If a squishy arrives torn, leaking silicone pellets, misshapen, discoloured or with a chemical smell, email support@fidget-toy.shop within 48 hours of delivery with:
- Your order number.
- A photo of the toy showing the fault.
- A photo of the outer packaging, if it arrived damaged.
We will replace the item at our cost or refund it in full, your choice. We do not ask you to ship faulty goods back — returning a $7 toy across the world is a waste of everyone’s time and money.
How to return a non-faulty item
- Email us with your order number and the reason for return.
- We reply within one business day with the return address and instructions.
- Ship the item back in its original sealed packaging, tracked, within 14 days of our reply.
- We inspect the item on arrival and process the refund.
Return shipping for non-faulty items is paid by the buyer and is non-refundable. If the item is not returned in resaleable condition we may refuse the refund or deduct a restocking amount.
Refund timing
Approved refunds are issued to the original payment method within 3 business days of approval. Your bank or card issuer may take a further 5 to 10 business days to show the credit. Shipping costs are refunded only where the item is faulty or the order was cancelled by us.
Cancellations
You can cancel any order before it is dispatched for a full refund. Email us immediately — we pack fast, so the window is short. Once a parcel has a tracking number it cannot be cancelled, but you can still refuse delivery or return it under the rules above.
Chargebacks
If something has gone wrong, email us first. We resolve almost every issue within two messages. Filing a chargeback before contacting us usually delays your refund by weeks rather than speeding it up.
Contact
Hong Kong Jiu Mu International Trading Limited
Email: support@fidget-toy.shop
