Shipping policy
Shipping Policy
Order Preparation & Dispatch
Our squishy balls and sensory bags are handmade and require time for preparation, inspection, and careful packing.
Orders are normally dispatched within 1–5 business days after your order is placed and payment is confirmed, unless a different timeframe is clearly stated on the product page or at checkout.
Business days exclude weekends and public holidays observed by our studio.
Order preparation time is separate from shipping time. The delivery estimates below begin when your parcel is handed over to the carrier, not when you place your order.
Estimated Delivery Times
Free standard shipping is available on eligible orders of US$45 or more (or the equivalent in your checkout currency). Shipping charges for orders below this threshold are displayed at checkout.
Reference transit times for our current shipping services, in business days after dispatch. Order preparation is separate.
Popular destinations
| Country / region | Business days |
|---|---|
| South Korea | 2–5 |
| Japan | 3–5 |
| United States (standard areas) | 5–8 |
| Australia | 6–11 |
Regional overview
| Region | Business days |
|---|---|
| Asia (including the Middle East) | 2–16 |
| Europe | 3–12 |
| North America | 5–15 |
| Oceania | 6–11 |
| South America | 8–30 |
| Africa | 8–20 |
View delivery times by country / region, including remote-area and parcel-weight exceptions.
These estimates apply only to eligible destinations and are not guaranteed arrival dates. United States remote areas and Puerto Rico are estimated at 10–15 business days. Primary service is prioritised where the destination, postal code and parcel weight are eligible; an alternative service covers additional destinations. Available destinations and shipping charges are displayed at checkout.
For orders already dispatched with a previous carrier, please refer to your shipping confirmation or contact us for an order-specific update; these current service estimates do not replace an existing order's delivery information.
Possible Delays
Preparation or delivery may take longer than the standard estimates due to:
- Unexpected increases in order volume.
- Additional handmade production or quality checks.
- Temporary studio disruptions, including relocation.
- Public holidays or peak shipping periods.
- Customs inspections, clearance backlogs, or requests for additional information.
- Flight cancellations, transport capacity shortages, or unexpected carrier disruptions.
- Severe weather, natural disasters, strikes, or other events beyond our reasonable control.
Where a studio closure, relocation, or longer preparation period is known in advance, we will display the revised dispatch estimate before purchase.
If we cannot meet the dispatch timeframe provided for your order, we will notify you with an updated estimate where available and explain your options. Where required by law, we will obtain your agreement to a delay or provide a cancellation and refund option.
These circumstances do not allow us to extend an order indefinitely or remove your statutory rights.
Tracking Information
Once your order has been dispatched, we will send a shipping confirmation email with your tracking information.
Tracking updates depend on carrier scans and may not appear immediately. A tracking number or “label created” status alone does not confirm that the carrier has received the parcel.
If the carrier replaces a shipping label or tracking number, we will update your order with the new details.
If tracking is unavailable or appears unusually delayed, please contact support@zengue.com with your order number.
Delayed, Lost & Damaged Parcels
If your parcel has not arrived within the estimated delivery window, please contact us so we can investigate with the carrier.
A suspected lost parcel is treated as a shipping issue requiring investigation—not simply an extension of the delivery estimate. If a parcel is confirmed lost, we will arrange an appropriate replacement or refund in accordance with your applicable rights.
If tracking shows delivery but you cannot locate the parcel, please check with household members, reception, or any designated safe place, then contact us. We will help investigate.
For items that arrive damaged, please inspect them before use, retain the packaging, and send us clear photos or video. Please see our Return & Refund Policy for further details.
Incorrect Addresses & Failed Delivery
Please check your shipping address carefully, including the postal code and any apartment or unit number.
Contact us immediately if a correction is needed. Address changes may not be possible once a parcel has been dispatched.
If delivery fails or the parcel is returned, we will review the reason and discuss the available options with you. Any applicable redelivery charges will be explained and agreed upon before a new shipment is arranged.
Contact & Consumer Rights
For shipping assistance, email support@zengue.com and include your order number.
Handing your parcel to a carrier does not, by itself, end our responsibilities to you. Nothing in this policy limits your statutory consumer rights.