THE SHOP

• WHAT KIND OF ITEMS DO YOU SELL?

Products are based on our original character designs that include stickers, keychains, enamel pins, notebooks, plush toys, accessories, jewelry, and so much more! We are always trying to look into expanding our character designs to a variety of items and are open to suggestions! You can learn more about our characters here. 

• WHAT ARE SQUISHIES / SQUISHY TOYS?

Squishy toys are fun and kawaii collectible pieces of foam that come in all sorts of scents, shapes, and sizes. These products are usually imported from manufacturing companies in Japan and China. Feel free to check out our YouTube channel to get a better look at what there is to love about squishies! 

• DO YOU SELL GIFT CARDS?

Yes, we do! You can shop for e-gift cards here.

• HOW OFTEN WILL YOU BE ADDING NEW ITEMS TO THE SHOP?

Check our New Arrivals page! New items often arrive almost every other week or every month depending on what items are being produced. We will always be up to date on the newest products in the market depending on the interest of the items. Once a product is sold out, we may not be able to restock on them. 

ORDERS

• WHEN WILL MY ORDER BE SHIPPED?

Our current mailing days are usually between Friday-Tuesday! This excludes holidays. We try our best to ship out within 3-5 business days, but we hope you can understand there may be a delay due to influx of orders. 

• HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?

Depending on which shipping option you chose, most domestic orders take about 2 to 10 business days. With COVID-19, orders may arrive earlier or later than expected. All orders will come with a tracking number via email that will allow all customers to track their orders once it is shipped.

Once packages leave our store, it is under the care of your selected carrier. Unfortunately, we will not have any additional information outside of the provided tracking. If you have any delivery questions or concerns, please reach out to USPS directly.

Please be sure to enter your correct address at checkout as we are not responsible for packages sent to the wrong address. 

We take utmost care to package our shipments well and are not responsible for stolen, lost or damaged shipments.

• DO YOU ACCEPT ORDERS PLACED OUTSIDE OF THE UNITED STATES? 

Yes, we do! Please note that due to the increase in COVID-19 cases in the United States, many postal services in the country limit package shipments. Check with your local post office if they are accepting packages from the United States. Be advised that there may also be additional customs fee that the customer must be responsible for in order to accept the parcel. 

• WHAT PAYMENT METHODS DO YOU ACCEPT?

Now accepting Shop Pay & After Pay installments! We accept payments via Paypal through debit card/credit card or bank account balance & through the Shop Pay App where you can easily link and track all orders to your phone!  All information transmitted through the website is safe and secure.  

Please be sure that you are placing an order with a confirmed Paypal account. Any orders made with an unconfirmed PayPal account may be canceled and refunded.

• CAN MULTIPLE ORDERS BE COMBINED?

Yes! If 2 or more orders are purchased within the same day or before any packages are shipped out, we will most likely combine them into 1 package to help you save on shipping fees! We will refund you any extra shipping charges or if you were mistakenly overcharged for shipping.

Please also send us an email that includes the order numbers for which you would like to combine. 

• WHAT DO I NEED TO DO IF I RECEIVED A MISSING OR DAMAGED ITEM?

Please contact us through our page on the website or by emailing sales@cyndercake.com within the day of arrival of the package. Be sure to include all information with your full name, order number, date of the order placed, and include any pictures that show the damage(s). We will do our best to assist you with the issue to ensure that you are satisfied with your purchase.

In the case that the damaged item can be replaced, we will provide the options to issue a new replacement or store credit. Partial refunds or store credit may be given for defective items, which will be issued once the returned items are received.

Please note that any damage caused by the receiver of the product will NOT qualify for any refund or store credit. All items are packed carefully and with care before mailing out to the customer.  

• WHAT IS THE RETURN/EXCHANGE POLICY?

All sales are final and products cannot be returned or exchanged. All products are sold as received from our manufacturers and are thoroughly quality checked before being added to our shop inventory. It is important to remember that not all products are made perfect and may have unexpected flaws.

For Squishy Toys: Please note that squishies that are frequently played with over time will cause the toy to have tears and discoloration. This will not qualify for any refund or exchanges.

In the case that returns are accepted, the buyer will need to be responsible for the return shipping fee and there will be a 10% restock fee from the order. 

PRE-ORDERS:

• WHEN WILL PRE-ORDER ITEMS ARRIVE?

Please be sure to check all item descriptions on our website that will state when the item is to arrive. We recommend that any pre-ordered items should be purchased separately from items that are already on-hand if you do not wish to wait longer. Any orders placed with pre-ordered items will experience a delay in shipment until all items arrive. 

Need more help? Please feel free to use our contact form here.