Refund Policy & Terms

At Squishyland, every Mystery Box is hand-packed with care and sent from Sydney, Australia. We want you to be happy with your order, and we're committed to treating every customer fairly and in line with Australian Consumer Law. Please read our policies below before ordering.

🎁 Mystery Box Terms

Our Mystery Boxes are a surprise by design — that's the fun of it! Please note:

• Contents are random. Each box contains a random selection of squishies. Specific items, colours, sizes, themes or designs cannot be guaranteed or requested, even with a wish note.
• Wish notes are a guide, not a promise. We do our best to match your preferences (such as rise speed), but we cannot guarantee any specific outcome.
• Number of items varies. Each box size lists an approximate number of squishies (e.g. 1–3, 2–4, 3–6). The exact count and total weight may vary slightly.

🔄 Cancellations & Refunds

Once your order has been dispatched, it is on its way to you and can no longer be cancelled.

Because Mystery Boxes are random by nature, we do not offer refunds or exchanges simply because you did not like the specific items you received. By ordering a Mystery Box, you understand and accept that the contents are a surprise.

💔 Damaged or Incorrect Items

Your satisfaction matters to us. If your order arrives damaged, faulty, or incorrect, we'll make it right:

• Contact us within 7 days of receiving your order.
• Include a clear photo of the damaged or incorrect item(s).
• We'll send you a replacement of the same item, or a suitable alternative where the original is unavailable.

This is in addition to your rights under Australian Consumer Law, which cannot be excluded. If a product has a major fault, you may be entitled to a repair, replacement or refund.

🚚 Shipping

• We ship Australia-wide, with delivery times varying by state (typically 2–10 business days).
• Orders are usually processed and dispatched within a few business days.
• Free shipping on orders over $100 AUD.
• You'll receive a tracking number once your order ships.
• Squishyland is not responsible for delays caused by the courier once an order has been dispatched.

📦 Incorrect Address

Please double-check your shipping address at checkout. We cannot be held responsible for orders sent to an incorrect address provided by the customer. If a parcel is returned to us due to an incorrect address, re-delivery fees may apply.

💜 Our Promise

We're a small, Sydney-based business that genuinely cares about our customers. If something's gone wrong with your order, please reach out — we'll always do our best to help and find a fair solution.