Shipping and Return Policy
Shipping Methods:
Orders are usually shipped within 48 hrs of purchase (excluding weekends & public holidays).
Free shipping with Australia Post (or equivalent) is offered for EVERY order over AU$30. Otherwise, the cost of shipping varies depending on the weight of the item(s). Shipping fees include handling and packaging fees, as well as shipping costs.
### Please Allow 3 extra days for shipping under the current conditions:
Please note that Australia Post updates their service impact levels regularly. Some customers have received their orders within the normal time-frames whilst other customers have had to wait an additional 3 days to receive their orders. Please allow 3 extra days for shipping. In some cases the delivery times have been even longer. The following estimates are based on normal operations. To learn more about the current status for Australia Post, please click here. These are the normal time-frames. All Shipping Companies are slower than normal:
- Express Posts: Normally delivered within the next business day.
- Standard Posts: Normally delivered in 2-6 business days, depending on destination.
The tracking code will be sent to you by email after the order has been shipped. You can track the order via your local post office website once the order has arrived to your place.
Please note that the shipping times mentioned above refer to the estimated times of business days that the shipment will take after an order has been shipped. Business days do not include Saturday/Sunday and any public holidays. These estimates are based on normal circumstances and are not a guarantee of delivery times. We are not responsible for the failures or delays in delivery resulting from any force majeure event, such as natural disaster, bad weather, war, and any other event beyond our direct control, such as public holidays and customs issues.
Return Policy:
We stand behind everything we sell. If you are not satisfied with your purchases, you can return them for a replacement within 30 days of receiving them as long as the goods are in as new condition. Squishy Heaven does not accept refunds, and only offers exchange if you are not satisfied.
- Return a defective item:
We will do our best to ensure that the products shipped to our customers are in their best conditions. If your product turns out to be defective, please let us know so that we can make things right. Please do not return products without contacting us first by e-mail. In that case, please provide us with a detailed description of the problem, photos of the package box and photos or video of the defective item.
If the products malfunctions (except for reasons caused by incorrect usage and accidental or intentional damage), you can return the product back to us. Upon being returned, the defective item will be replaced for free. The shipping fees both ways will be covered by Squishy Heaven. Once we receive and approve the return, a replacement will be offered and a shipping cost reimbursement will be issued when you provide us with a receipt of the shipping charges you paid to send it back to us (the tracking number of the return package or a screenshot of the shipping receipt).
- Return non-defective products:
If you are not satisfied with your purchase for any reason, please always contact us by e-mail first before sending back any item. You can return a product unused within 14 days after delivery to receive a replacement. If the return is not a result of our error, customers will be required to cover shipping cost both ways. Please be sure to return the item with its original packaging and accessories in the same condition as when you received it.
Please remember to Contact Us before returning any items. Thank you!