FREQUENTLY ASKED QUESTIONS
WHEN SHOULD I RECEIVE MY ORDER?
After placing your order, it will generally take 3-5 business days to process. Our processing days range from Monday through Friday and do not include weekends and statutory holidays. Once your order is processed, it is ready to be shipped!
Standard Delivery ships Expedited Parcel based on the following delivery schedule:
Our fulfilment center is located at: 4810 Jean Talon W., Suite #300 Montreal, QC, H4P 2N5
•Local 2 business day
•Regional 2 to 4 business days
•National 3 to 8 business days
Delivery schedules are based on times between most major urban centers in Canada. Delivery to non-major urban centers or remote locations in Canada and the US are subject to additional delivery time based on Canada Post’s Delivery Standards detailed at www.canadapost.ca/deliverystandards.
Saturday delivery is not available for online orders at this time. Please note that Canada Post might not ship on certain holidays as well.
Please be advised, regardless of the shipping method chosen, Squish cannot guarantee the exact time an order will be delivered as the shipping time to your delivery address depends on your location, weather conditions and other factors.
For orders being shipped with Canada Post please take into consideration the Canada Post schedule and closures.
Where does Squish ship to?
Canada and US: Squish ships within Canada and the United States (excluding Alaska, Hawaii, Guam, Puerto Rico and the US Virgin Islands) via Canada Post and Purolator. Please note that Canada Post is the main shipping option.
P.O Box: Unfortunately, we cannot ship to P.O. Boxes in the US at this time.
Store pick-ups: All online orders can be directed to your local Squish store to be picked-up – for FREE. Simply select ‘store pick-up’ as your shipping option upon checking out, and we’ll gladly contact you once your goodies have arrived in store. Standard timeline for this process is 5-10 business days.
International Shipping: Squish is happy to ship to international destinations via Canada Post’s Tracked Packet, Xpresspost International and Priority Worldwide services
International Orders: If you would like to place an international order please contact Customer Service at firstname.lastname@example.org or 1-855-731-4555 and we would be delighted to assist you. Note that international shipping is generally more expensive than regular shipping. The price point changes according to the shipping destination and the quantity of candies inside your order (weight). Additional details about shipping are located on our Shipping page.
Which shipping method is faster?
Home delivery is generally much faster than store pickup as these orders leave our warehouse once a day, every day of the week, as soon as the order is ready to ship. Please note that we currently do not provide express delivery options at the moment.
Store pickup can take a bit longer (5-10 business days) as the orders leave our warehouse only twice a week via our own inventory allocation system. This method also does not provide a tracking number due to this reason, however our store will contact you as soon as they receive the order.
How do I track my online order?
When your order has been shipped from our warehouse, you will receive an automatic email confirmation which includes a tracking number and a link that will enable you to track your package. Please make sure to add us to your safe email addresses so that there are no issues upon arrival, or double check your junk mail or clutter if you do not receive this email.
If you have an account with us, you can also access this information in the transaction history tab.
- How do I change or cancel my online order?
How do I return my online order?
Squish takes pride in customer satisfaction. If you wish to return a damaged product, please contact Customer Support at 1-855-731-4555or email email@example.com to obtain a return authorization and instructions on how to return your goods. Please have your order number available for reference. Note that some additional information might be asked. For more information on returns please visit our Shipping page.
Does Squish have a newsletter? How do I sign-up?
Squish sends out an email newsletter every week to our fellow gummy lovers, which includes exclusive offers, product announcements, events and other helpful information. Rest assured, we do not share contact information with third parties. Want to be the first to know everything? SIGN UP. Plus, it automatically gives you a participation to our monthly give away contest! You get a chance to win gummies every month.
- I have a question about a product I purchased in a retail store
Where can I find the nearest Squish retail store?
View SQUISH’s Stores. If there are no retail locations near you, we suggest placing your order online and we’ll deliver it right to your front door!
What is the difference between a Pop-up and Squish Store?
Pop-ups are sections within other retail shops and are not full SQUISH stores. They carry selected flavours and products only. For more variety of products and candy samples, we suggest visiting a full SQUISH store.
To save your own time, we suggest calling in advance to make sure your favourite flavour or gift is available. STORE LOCATOR
Does Squish offer product samples?
Good news, gummy lovers! All SQUISH stores offer over 20 flavours on our tasting wall to ensure that our customers leave with the perfect candy. We also frequently include free samples in online orders.
Can I purchase a gift card?
Yes! Not sure which flavour to purchase? SQUISH gift cards are available in stores only and can be filled with the amount of your choice. We will soon offer gift cards for online purchases.
- Can Squish do custom orders or personalize something for me?
I am buying a large amount for gifting - do I get a discount ?
Yes, the more you shop - the more you save! Discounts are calculated on merchandise total, before shipping and tax. Contact us at firstname.lastname@example.org to get the most out of your gummy purchase!
Please note that volume discounts are not available on our bulk items and cannot be combined with other promotions.
Does Squish sponsor events?
Squish evaluates all requests for sponsorship on a case-by-case basis. Email us your event details to email@example.com and we will be in touch if we can honour your request. Please make sure to include as much information as possible about your event and any link to websites or social media is also appreciated.
Are there franchise or wholesale distribution opportunities with Squish?
At this time, we do not offer any franchise or wholesale opportunities as all our resources are focused on our stores and online business. However, sometimes we work with select partners on co-branded projects. For more information, please email Customer Support at firstname.lastname@example.org and we would be more than happy to answer any questions you may have. Please include as much information as possible about your company, and any link towards your website or social media is also appreciated.
Who do I contact if I am having technical difficulties with the website?
If you are having difficulty placing an order online or experiencing other problems with the website, you can call Customer Support at 1-855-731-4555 , email email@example.com or speak with a Customer Experience Representative on our online chat. Someone from our team will be more than happy to assist you!
I have forgotten my password and can’t login to my account – what do I do?
If you have forgotten your password, reset it HERE! . Make sure to enter the email address you used to setup your account.
Where are your gummies made?
We are a Montreal based company, but the majority of our gummies are crafted by candy artisans in Europe and across North America.
- Where can I find the ingredient list online?
WHAT’S THE DIFFERENCE BETWEEN OUR TRADITIONAL, VEGETARIAN AND VEGAN GUMMIES ?
Regular gummies contain gelatin, an animal derived product that is not suitable for vegetarians or vegans.
Vegetarian gummies are gelatin-free but may contain beeswax, often moving the candy into the vegetarian category from the vegan category.
Vegan gummies are gelatin-free and do not contain any products derived from an animal like dairy, honey, or beeswax.
Are SQUISH candies allergy friendly?
We offer a variety of candies that are organic, vegan, vegetarian, without artificial flavours and colours, GMO-free and fat-free. However, since our packaging site is not certified allergen free, we can’t guarantee that our candies haven’t been in contact with food allergens such as dairy, gluten, eggs, wheat and nuts.
Rest assured that if a gummy contains an allergen, it will always be mentioned in the ingredient list.
Do your Cocktail gummies contain alcohol?
Some of our cocktail gummies, like our Sparkling Roses, do contain alcohol in the ingredients. However, the alcohol content is cooked out during the candy making process and is perfectly safe for consumption by minors or people who cannot consume alcohol.
Do you use Sustainable Palm Oil in your candy? And why do you use it ?
Yes, we only use RSPO certified Palm Oil and Palm Kernel Oil for our products. RSPO palm oil is a certification on plantations that are not situated in places where the biodiversity is strong and thus prevents deforestation.
The palm oil in our products is used both for coating our raw materials and as a glazing agent for our gummy candy. Additionally, we use a lower share of palm oil in our products (<0.2%) and ensure that it is always processed at room temperature – that way there is no formation of chemical compounds within our products.
Please note that any use of palm oil to create a candy will always be mentioned in the ingredient list.
Which sugar is used in your candies?
The sugar used in our syrup and most of our candies comes from beets and does not need to be refined. For this reason, many of our candies are considered to be vegan since we do not use bone char (bone charcoal) in the gummy creation process. Other forms of carbohydrates that may be found in our gummies are organic cane sugar or maltitol syrup.
How long do SQUISH gummies stay fresh?
Air, heat, and direct sunlight are a gummy’s worst enemies. Be sure to store your Squish treats in a cool, dry and dim place. For ultimate freshness and flavour, we recommend enjoying your gummies within a month of purchase. However, if the package has not been opened, they will be perfectly safe to consume for at least 6 months to a year - but who can resist candy for more than a month anyways?
What are the monthly SQUISH Giveaway contest rules?
What is the monthly SQUISH Giveaway contest?
This is a random draw among participants who have subscribed to the SQUISH Candy newsletter. No purchase required. A purchase will not increase your chances of winning.
Who is eligible for the SQUISH Giveaway contest?
This contest is open to legal residents of Canada aged 18 and over.
By entering this contest, you are automatically subscribed to the SQUISH newsletter mailing list.
How do I enter the SQUISH Giveaway contest?
There are two (2) ways to register for a chance to win.
1) Participate on the website by subscribing to our newsletter by including a valid email address at the bottom of the page.
2) Participate in stores by subscribing to our newsletter on our tablet or at the cash.
Once a participant subscribes to our newsletter, they are immediately eligible to the contest once every month.
How are the winners chosen and what is the prize?
Winners will be randomly selected at the end of each month and will be contacted by email. Winners will receive SQUISH products valued at fifty dollars ($50).
Heat Wave Warning
While a rare issue, there is always a risk that the gummies get damaged in transit due to the higher than normal heat waves certain areas are currently having this summer. Here are some suggestions:
- Ship to a store if you can. This will avoid the package to be left in the sun, and the stores can hold on to it for a few days. You can find our store locations here.
- If you choose the home delivery option, reach out to Canada Post once you receive your tracking number. You can set a delivery preference outside of your house to an area you deem safe or away from direct sunlight. For more information, click here.
- Keep an eye on your tracking number to make sure to be there upon delivery, or direct someone else to pick it up if the box is left by the door.
- Vegan gummies tend to be more resistant to the heat due to their ingredients.
However, if you do receive a damaged order, contact us and our team will be more than happy to assist.