Help & Care

Everything you might need after you order — in one place. If your question isn't answered here, just email us.

When will my order ship?

We pack and dispatch within 1–3 business days (Monday to Friday). You'll get a confirmation email with a tracking number the moment your parcel leaves us.

Estimated delivery after dispatch:

• United States: 7–15 business days
• Canada, UK, EU, Australia: 10–20 business days
• Rest of world: 15–30 business days

Shipping is free worldwide on orders over $35. Below that it's calculated at checkout. These are estimates, not guarantees — customs and peak season can add time, December especially.

Where is my tracking?

Tracking often takes a few days to update after dispatch, and every now and then a parcel shows no scans at all until it reaches your country. That's normal. If your tracking hasn't moved in 10 business days, email us and we'll chase the carrier for you.

Can I cancel or change my order?

Yes — email tiarobysierra@gmail.com within 2 hours of placing it, with "URGENT CANCELLATION" and your order number in the subject line, and we'll cancel it and refund you in full.

We pack quickly, so after that window the order is usually already in the fulfilment queue and we can't cancel, change or refund it. Please check your cart carefully before you pay.

Please check your address

Give us a complete street address — we can't ship to P.O. boxes. Check the name, street, apartment number, postcode, city, state and country before you pay. If you paid by PayPal, the delivery address on your order should match your PayPal address. We can't be responsible for parcels lost because of an address supplied incorrectly at checkout.

Need help with an order?

Email tiarobysierra@gmail.com — a real person reads every message and replies within 1 business day.

To get a faster answer, include:

• Your order number (it looks like #1001)
• A photo of the outer mailer with the shipping label visible, if something arrived damaged or faulty

Something arrived damaged, faulty or wrong?

Email us within 48 hours of delivery with your order number, a photo of the outer mailer with the label visible, and a short continuous, unedited unboxing video — filmed from the sealed parcel, through opening it, to the item as it comes out. Please film before you take it out of its sealed bag.

If it arrived cracked, torn, leaking, faulty, or isn't what you ordered, we'll replace it or refund you in full — your choice, and you don't need to ship it back. Every claim is looked at individually and we reply within 1 business day.

Change of mind

A squishy is a sensory product that goes straight into your hands, so once it's out of its sealed bag we can't resell it. That means we don't accept returns or exchanges for a change of mind — not liking the texture or the scent, ordering the wrong size, or finding it cheaper somewhere else. The feel ratings on every product page (softness, rebound, sound, texture, size) are there so you can choose by hand-feel before you buy.

If you're in the EU or the UK, you have a statutory 14-day right to cancel unopened items — full details on the Shipping & Returns page.

Customs and import charges

Any customs duty or import tax charged on delivery is the customer's responsibility. We declare all parcels at their true value — we won't mark an order as a gift, so please don't ask.

Bulk and wholesale orders

Buying for a shop, a party or a school? Email us at tiarobysierra@gmail.com with the items and quantities you have in mind and we'll put together a quote, including lead time and shipping.

About Tiaroo Studio

We're a small studio in Yiwu, China — the trading city where a large share of the world's small toys actually get made. We design and test every squishy by hand: how slowly it rebounds, what it sounds like when you press it, whether it still holds its shape on day thirty.

Every product page carries the same feel ratings we used to choose it — softness, rebound, sound, texture and size — so you can pick by hand-feel instead of guesswork. If it doesn't squeeze well, we don't list it.

Read more about us.