Frequently Asked Questions
What is the return policy?
All Sales Are Final
- All sales are final. Returns and exchanges are not offered at this time.
- Our squishies are handmade and factory-produced, so minor imperfections may occur. These are common manufacturing characteristics and are not considered defects.
- Please double-check that the model, quantity, and shipping address are correct before completing your purchase. We are unable to make changes once an order has been placed and fulfilled.
Shipping Responsibility
- Once an order is in the hands of the delivery courier, we are not responsible for packages that are lost, stolen, delayed, or damaged during transit.
Cancellations
- You may cancel your order within 24 hours of placing it, as long as it has not yet been fulfilled.
- To request a cancellation, please email us at the shopkeeper@themochimarket.com. We will make every effort to process your request promptly.
When will I get my order?
Order Processing
All orders are processed within 1–3 business days.
Shipping Times
- Domestic orders: 3–5 business days for delivery once shipped (excludes holidays and weekends)
- International orders: 6–14 business days for delivery once shipped
- Please note: these shipping times are estimates and may vary due to external factors outside our control.
Customs & Duties
- International orders are responsible for any customs duties, taxes, or fees applied upon delivery. These charges are determined by the destination country and are not included in the order total at checkout.
Order Not Yet Shipped?
- If your order has not shipped within the expected timeframe, please reach out using the contact form below and we'll be happy to look into it for you.
How can we contact you?
For any questions and inquiries, please email us at the shopkeeper@themochimarket.com