We usually prepare and dispatch orders within 1–5 business days, unless a different timeframe is stated on the product page or at checkout. Weekends and public holidays are not counted as business days.

Delivery time starts after dispatch and depends on your destination. Current estimates include 5–8 business days for standard US areas, 3–5 for Japan, 2–5 for South Korea, and 6–11 for Australia. Preparation time is additional.

See our delivery times by destination for the full list. These are estimates, not guaranteed arrival dates; customs, holidays and carrier delays may extend the journey. For an order already sent with a previous carrier, please refer to your shipping confirmation or email us for an update.

Check the durability information and care notes on each product page before choosing. Thicker-skin designs generally last longer, while delicate skins and more complex textures need gentler handling. Lifespan varies with the design, frequency of play and care—we cannot promise a fixed length of use.

Our stress balls have distinctive fillings. For designs with replaceable skins, if the filling is still clean and suitable for reuse, you can transfer it into a compatible replacement skin and keep enjoying it. Not every design or type of damage is repairable; ask us if you are unsure which skin to choose.

Explore our texture and durability guide to find a piece that suits the way you like to play.

If it arrives damaged: please contact support@zengue.com promptly with your order number and clear photos of the item and packaging. We recommend recording an unboxing video to help us review the issue more quickly, but a video is not required for us to review your claim.

If it breaks during play: our handmade squishies are subject to wear and are not designed to last indefinitely. Normal wear and tear, punctures or damage caused by improper handling are not covered by our refund or replacement policy. If you suspect a product defect rather than normal wear, please contact us for review.

Where the design allows, you can use a compatible replacement skin to reuse clean, suitable filling. Stop using a damaged skin and keep loose filling away from children and pets. Please check our care guide and return and refund policy for more details.

Every ZENGUE piece is made by hand, so small differences in colour, shape and the placement of fillings or decorations are natural. Your piece should still closely reflect the design shown—it simply will not be an exact copy of the photographed sample.

If you received a different design or the difference seems substantial, please email us with your order number and photos so we can check it for you.