Questions ?

Please read the FAQ below. If you can't find the answer you are looking for, please send an email to

Shipping and Delivery

How quickly do you ship?

Congrats, you have placed an order. We will probably ship it before you have read this paragraph. OK, we are not that fast, but as long as the item(s) in your order is/are in stock, we will generally ship your order within 2 business days.

Can you expedite my order?

We do not offer expedited shipping. You will receive an email with a tracking number once it ships. During the superbusy Christmas/Holiday season please allow an extra day.

What is your standard shipping time?

You can expect your package to arrive within 8 business days, faster in some parts of the U.S.

Your order will be delivered to the shipping address on your order confirmation. We will make reasonable effort to fulfill your order by the estimated delivery date stated on your order confirmation, or if no date is stated, within 14 days after the date of the order confirmation (except preorders). Delivery within these timeframes is not guaranteed, and we are not responsible for delays caused by circumstances outside our reasonable control, including weather, strikes, acts of war or terror, your errors or omissions, theft of your parcel after confirmed delivery, or the decreased availability of transportation services.

My package shows delivered but I did not get it

Packages can get lost. Please contact and we will file a claim with the carrier. It can take up to 10 business days to locate your item. We will wait for an update from the carrier about where your package is before we send a replacement or a refund.

Do you ship outside the U.S.?

We do not ship internationally for now.

How can I modify or cancel my order?

Orders can only be modified or canceled before they ship. And we ship super fast, so stop reading these FAQ's and email us at

What if I receive a defective item?

All our products carry a 60-day manufacturer's warranty that covers normal wear and tear. If the defect is covered by and falls within warranty, we will send a (part) replacement.

1. Please email and a customer service representative will be in touch to discuss your claim.

2. When submitting the email please send us a picture of the defective item and your order number.

Returns and Exchanges

Do you have a return policy?

Dissatisfied? Bought the wrong SnugPall? We are so confident that you will love your SnugPall that we offer free returns for 30 days from the date of delivery/receiving the order.

However, not all items are eligible. Exclusions will be stated on product pages and/or at checkout. To be eligible for a return:

  1. Items must be initiated for return and sent to us within 30 days of delivery/receiving them.
  2. Items were not marked final sale or nonreturnable at the time of purchase, unless faulty.
  3. Items must be in the original packaging, which must be in the original condition.
  4. Submit a return request

    Click the profile icon in the store navigation, or click on this link Submit a Return.

    1. Log in to your account:
      1. Enter your email address and click Continue.
      2. Open the email sent from our store and copy the six-digit verification code from the email.
      3. Enter the six-digit verification code in the online store.
    2. Click on the order that you want to submit a return for.
    3. If the order has more than one item, select the items that you want to return.
    4. Select a return reason and add a note for the store.
    5. Click Request return.

    If your return request is approved and requires shipping, you will receive an email with shipping instructions and a return label. You will receive a refund once the product is returned.

How long does it take to get refunds processed?

We will notify you once we’ve received and inspected your return, and let you know whether the refund was approved. If approved, you’ll be automatically refunded by your original payment method. It can take time for your bank or credit card company to process and post the refund too.

Product Questions

How is my SnugPall packaged?

Your SnugPall will be tied up in a beautiful ribbon bow with a card explaining how to take care of it. All SnugPalls are sent in a poly mailer (a big envelope).

Care instructions

Standard care options for our SnugPall are:

  • Hand or machine wash in cold water
  • If machine washing, wash on a gentle cycle
  • Use only mild detergents approved for wool/silk
  • Do not mix with other colors
  • Do not tumble dry
  • Do not iron
  • Do not dry clean.

  • If you really want to preserve your SnugPall for as long as possible, we recommend hand washing it in cold water.

    What are SnugPalls made of ?

    Our SnugPalls are made from a premium sherpa fleece interior and soft flannel fleece exterior. Don’t be fooled by the word sherpa - this is a completely cruelty-free and vegan version of sheep’s fleece made from polyester.

    The item I want does not exist

    Have a product or pattern idea? Let us know! We might make it!


    How secure is payment?

    Your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and hold merchants accountable.

    What payment methods do you accept?

    We accept Visa, MasterCard, American Express and PayPal.

    Contact Us

    I have an issue with my order

    Is something not right with your order? We’re here to help. Please tell us about the issue and we’ll help to resolve things quickly. Send us photos so that we can help to identify what has happened.

    How do I contact you?

    Emailing us is the way to go! Our email address is This also allows us to keep a record of your issue so that we can help you the best we can.

    How do I provide feedback?

    We always strive to be the best, so we love hearing your thoughts. We also love hearing your beautiful SnugPall stories, as it warms our hearts to see our SnugPalls being so well loved in the big wide world. If you have feedback, please email us at

    Where are you located?

    Our headquarters and customer service team are located in Quebec, Canada. Orders are shipped from the country of purchase through our many fulfilment centers.