FAQ - Loyalty program
WHEN SHOULD I RECEIVE MY ORDER?
After placing your order, it will generally take 7 business days to process. Our processing days are 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 2-4 business day
•Regional 3 to 5 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 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, 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.
Please take into consideration the Canada Post schedule and closures.
WHERE DOES SQUISH SHIP TO?
Canada: SQUISH ships within Canada via Canada Post.
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.
You can also download the “Shop: delivery & order tracker” app by Shopify to track your order on your mobile device.
HOW DO I CHANGE OR CANCEL MY ONLINE ORDER
Once an order has been processed we do not normally accept cancellations or changes. If you have questions about your order, please contact us by email at firstname.lastname@example.org and be sure to include your order number for reference. Our team would be more than happy to assist you!
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 by email at 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 Returns page.
I HAVE A QUESTION ABOUT A PRODUCT I PURCHASED
If you have a question about a product you purchased, please do not hesitate to contact Customer Support at firstname.lastname@example.org or by chat during the regular hours.
WHERE CAN I FIND THE NEAREST RETAIL STORE?
You’ll find our products on the shelves of many fine retailers. To find one near you, please consult our store locator here.
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.
For more information on which type is more suitable for you, please contact Customer Support by email at email@example.com or on our live chat.
CAN I PURCHASE A GIFT CARD?
Yes! E-gift cards are available for purchase on our website, in the amount of your choice.
Note: If you currently have an in-store gift with an unused balance and your local store has closed, you can send a message to firstname.lastname@example.org along with a photo of the back of the card showing the bar code, and we would be happy to assist you to transfer the balance to an e-gift card for online purchases.
CAN SQUISH DO CUSTOM ORDERS OR PERSONALIZE SOMETHING FOR ME?
Unfortunately, SQUISH does not offer personalized options at the moment, however this is something we are looking into. For more information, please contact Customer Support at email@example.com
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?
We review all wholesale inquiries and do our very best to create partnerships that allow us to delight our customers across Canada. Please direct any wholesale inquiries to firstname.lastname@example.org and we will more than happy to answer any questions you may have. Include as much information as possible about your company, and any links to your website and social media accounts are appreciated. At this time, we do not offer franchise opportunities.
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 by email at 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?
You can find the ingredients on most of our product pages in the "Ingredients" tab, situated next to the “size” tab. For more information, please contact Customer Support by email at firstname.lastname@example.org or on our live chat.
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.
For more information, please contact Customer Support by email at email@example.com or on our live chat.
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.
WHAT KIND OF SUGAR IS USED TO MAKE YOUR CANDY?
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 up to 2 years- but who can resist candy for more than a month anyways?
Heat Wave Warning
While a rare issue, there is always a risk that the gummies get damaged in transit due to heat waves that sometimes occur during the summer months. Here are some suggestions:
- For home delivery, reach out to Canada Post once you receive your tracking number. You can specify where you’d like your package to be left, preferably away from direct sunlight. For more information, click here.
- Keep an eye on your tracking number to make sure you’re home upon delivery, or ask someone else to grab the box from your 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.
Is Squish packaging recyclable?
YES! All of our bags are all recyclable, even individuals packs too.
Looking for recycling Tips? Please consult your local municipal recycling program for more details.
Purchases from a retailer
Are you having difficulty with your purchase? No problem. Return your purchase with your original receipt directly to the retailer the product was purchased from within 15 days of your purchase.
Please note that each retailer has their own policy regarding returns or refunds. Please contact them directly to find out more. Each retailer is responsible for their inventory.
For additional information, do not hesitate to contact us by email at: firstname.lastname@example.org it will be our pleasure to help you.
LOYALTY - HOW DO I CHECK MY POINTS BALANCE?
Checking your points balance is easy! Simply click on the Rewards tab on our website and follow the steps. You will need to log in to the rewards app in order to check the amount of points that you have.