Frequently asked questions

Orders are processed within 2–5 business days (excluding weekends and holidays) after you receive your confirmation email.

During busy periods like holidays or sales, processing may take a little longer — thank you for your patience while our small team works hard to get your squishies out the door!

Please check the tracking number provided in your shipping confirmation email — allow up to 48 hours after shipping for tracking info to update. If your tracking hasn't updated in a while, email us at info@squishbearlab.com and we'll take a look.

First, check around your property — carriers sometimes leave packages in unexpected spots. Occasionally, packages are marked "delivered" a bit before they're actually dropped off. If it's been a day or two with no package, please contact your local post office for the latest status. Unfortunately, once tracking confirms delivery, we're unable to offer a refund or replacement.

Please email us at info@squishbearlab.com. We can file a lost package claim starting 20 business days after the original ship date (60 business days for international/military orders). Note: if a chargeback is filed before that window closes, we won't be able to assist further with the claim.

Email us at info@squishbearlab.com with a photo of the damaged item as soon as possible. To help us file a claim if needed, please also include a photo of the inside of the box (packaging materials) and the shipping label on the outside of the box.

Please reach out right away to info@squishbearlab.com with a photo of what you received, and we'll get it sorted.

This usually happens due to an address issue at checkout. Once we receive the returned package, we'll refund you for the slimes purchased — shipping fees are non-refundable. Please double-check your address carefully at checkout to avoid this!

Email us immediately. If your order hasn't shipped yet, we can update it — but once it's shipped, we're unable to make changes.

We currently ship to the U.S., American territories. If we can't ship to your location, you'll be notified at checkout.

Want to cancel an order? Reach out as soon as possible — we can only cancel before it ships.

Due to the nature of our product, we do not accept returns or exchanges, and we're unable to offer refunds simply for not liking the slime.

Please don't! Slime is strictly a sensory toy, never a snack.

Totally normal! Over time, slime naturally loses some of its activation, especially in warmer weather. Here's the quick fix:

1. Mist the slime lightly with the Activator Pen included in your order
2. Work it through thoroughly with your hands until fully blended and lump-free
3. Check the texture, and repeat the process if it's still too soft

• Too much activator: Overdoing the Activator Pen can leave slime feeling tight and rigid. Give it time to loosen up on its own, or speed it along by kneading in a touch of warm water, hand sanitizer, or vegetable glycerin.
• Left out too long: Air exposure — from frequent handling or not sealing it properly — can dry slime out. The same softening tricks above will help, and always pop it back into an airtight container between uses.

On average, expect 2–5 months of playtime, though this really depends on how often it's used and how well it's cared for. A few habits that help it go the distance:

• Handle it with clean, dry hands
• Clear away any leftover bits after each session
• Keep it sealed in a cool, dry spot when you're not playing with it
• Reach for the Activator Pen anytime it starts feeling too soft or tacky

P.S: Cloud and Butter slimes hold up longer naturally and may not need Activator Pen treatment.

Looking for more tips? Check out our full slime care guide (link here).