Please read the FAQ below. If you can't find the answer you are looking for, please send an email to firstname.lastname@example.org.
Shipping and Delivery
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.
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.
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.
Packages can get lost. Please contact email@example.com 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.
We do not ship internationally for now.
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 firstname.lastname@example.org.
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 email@example.com 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
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:
- Items must be initiated for return and sent to us within 30 days of delivery/receiving them.
- Items were not marked final sale or nonreturnable at the time of purchase, unless faulty.
- Items must be in the original packaging, which must be in the original condition.
- Log in to your account:
- Enter your email address and click Continue.
- Open the email sent from our store and copy the six-digit verification code from the email.
- Enter the six-digit verification code in the online store.
- Click on the order that you want to submit a return for.
- If the order has more than one item, select the items that you want to return.
- Select a return reason and add a note for the store.
- Click Request return.
Submit a return request
Click the profile icon in the store navigation, or click on this link Submit a 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.
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.
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).
Standard care options for our SnugPall are:
If you really want to preserve your SnugPall for as long as possible, we recommend hand washing it in cold water.
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.
Have a product or pattern idea? Let us know! We might make it!
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.
We accept Visa, MasterCard, American Express and PayPal.
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.
Emailing us is the way to go! Our email address is firstname.lastname@example.org. This also allows us to keep a record of your issue so that we can help you the best we can.
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 email@example.com.
Our headquarters and customer service team are located in Quebec, Canada. Orders are shipped from the country of purchase through our many fulfilment centers.