Orders are placed with our supplier within 1–3 business days of you ordering. From there, delivery to Australian addresses typically takes 12–25 business days, depending on your location and the specific item — some suppliers ship faster than others. We'll always give you a tracking number so you can follow the actual progress rather than guessing.
Once your order has been placed with our supplier and dispatched, we'll email you a tracking number and a link so you can follow it the whole way. If you haven't received tracking within 5 business days of ordering, contact us and we'll chase it up.
Under Australian Consumer Law, you're entitled to a repair, replacement, or refund if a product is faulty, not as described, or doesn't do what it's meant to do — regardless of any store policy, and this doesn't expire after some arbitrary "returns window."
To request this: email us at squishysocietyshop@gmail.com with your order number and a photo of the issue. We aim to respond within 2 business days with next steps — this may mean a replacement, a refund, or (rarely) asking you to send the item back first, depending on the situation.
If you've simply changed your mind, we accept returns within 14 days of delivery, provided the item is unused and in its original packaging. You'll need to cover return postage, and once we receive the item back we'll refund the item price (not the original shipping cost) within 5 business days.
If tracking shows no movement for 10 business days past the estimated delivery window above, get in touch and we'll investigate with the carrier — this may mean a resend or a refund, whichever makes sense for the situation. Since you bought from us, not directly from the supplier, we handle this end regardless of what the supplier says.