Shipping & Returns

Shipping

Free worldwide shipping on orders over $35. Below that, shipping is calculated at checkout based on your destination.

We pack and dispatch orders within 1–3 business days. You'll get a confirmation email with tracking as soon as 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

These are estimates, not guarantees. Customs, public holidays and peak season can add time — November and December especially.

Tracking

Tracking often takes a few days to update after dispatch, and occasionally 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 it for you.

Customs and duties

Any import duties or taxes your country charges are the buyer's responsibility. We declare parcels at their true value — we won't mark an order as a gift or understate it. If you refuse a parcel because of customs charges, we can't refund the shipping cost.

Returns: what we do and don't accept

At a glance: no change-of-mind returns · anything damaged, faulty or wrong reported within 48 hours of delivery, replaced or refunded in full, no need to ship it back · EU and UK customers have a statutory 14-day right to cancel unopened items.

A squishy is a sensory product that goes straight into your hands. Once it's out of its sealed bag we can't resell it, so 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. Our feel ratings (softness, rebound, sound, texture, size) are on every product page precisely so you can choose by hand-feel before you buy.

What we do stand behind is the product itself. If something arrives damaged, faulty, or isn't what you ordered, we'll make it right — a replacement or a full refund, your choice, and you don't have to ship it back.

If something is wrong with your order

Email tiarobysierra@gmail.com within 48 hours of delivery, and include:

  • Your order number.
  • A photo of the outer mailer with the shipping label visible.
  • A continuous, unedited unboxing video — filmed from the sealed parcel, through opening it, to the item as it comes out.

We work from that footage, so please film it before you take the item out of its sealed bag. Once an item has been opened and squeezed we have no way to tell transit damage from wear. If there's no photo or video evidence, we may not be able to approve a claim — that isn't us being difficult, it's the only way we can tell what happened in transit.

Every claim is reviewed individually and we reply within 1 business day.

What we refund or replace

  • It arrived cracked, torn, leaking or otherwise damaged — reported within 48 hours and before normal use.
  • It never arrived, and tracking confirms the parcel was lost in transit.
  • We sent the wrong item or the wrong variant.
  • A manufacturing defect — a seam that splits or filling that escapes with ordinary, gentle squeezing.

If your claim is approved, we'll send a replacement or refund you in full — your choice, and you don't have to ship the item back. If a replacement is out of stock we'll offer a full refund or store credit instead.

What we don't refund or replace

  • A change of mind, or a texture, scent, colour or size you personally don't like. Scent and hand-feel are subjective, and our feel ratings are on every product page so you can choose before you buy.
  • Anything after normal use. Tiaroo squishies are made for gentle squeezing, not rough play — damage from hard squeezing, stretching, twisting, pulling, poking, biting or contact with anything sharp isn't arrival damage. Neither are holes, tears, leaks, or changes in texture, softness or shape that appear once you've started using it.
  • Ordinary handmade variation. Small differences in colour, shape, surface detail and filling distribution — including tiny air bubbles and minor dust fibres from the hand-pouring process — are part of how these are made, not defects.
  • Damage from heat or cold — a squishy left in a hot car, on a radiator, in direct sun, near a hair dryer or out in freezing weather. Our Care page explains how to avoid all of it.
  • Claims without photo or video evidence, or claims made more than 48 hours after delivery.
  • Sale items and gift cards.
  • Parcels the carrier has marked as delivered — please check around the delivery area, with neighbours and with your local post office first, and we'll help you file a claim with the carrier.
  • Missed deliveries — incorrect or incomplete addresses, refused delivery, or parcels not collected from the local depot or pickup point.

Refused, uncollected or returned parcels

If a parcel comes back to us because it wasn't collected, the customs charge was refused, or the address was incomplete, we'll email you. We can either re-ship it once you cover the new label, or refund the item price less the original outbound shipping cost and any carrier or payment-processing costs we can't recover.

EU and UK customers

If you're in the EU or the UK, consumer law gives you a 14-day right to cancel from the day your order is delivered, for any reason, as long as the item is unopened and still in its sealed packaging. Email us and we'll send you the return address. You arrange and pay for the return shipping, and we refund within 14 days of receiving the item back. This is a legal right and sits alongside the faulty-item policy above rather than replacing it.

To cancel, you can either email us, or copy and complete this form and send it to tiarobysierra@gmail.com:

To: Yiwu Zhuowai Trading Co. (Tiaroo Studio), Yiwu, Jinhua, Zhejiang 322000, China — tiarobysierra@gmail.com

I hereby give notice that I cancel my contract of sale for the following goods:

Ordered on / received on: ______________________
Order number: ______________________
Name of consumer: ______________________
Address of consumer: ______________________
Signature (only if this form is sent on paper): ______________________
Date: ______________________

Refunds

We process refunds within 3 business days of approval, back to your original payment method. Your bank may take a further 5–10 business days to show it.

Cancellations and changes

If you need to cancel or change your order, email us 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 once that window has passed 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.