shipping, exchanges & returns


                                 

Return Policy

All exchanges/returns are processed through AFTERSHIP: Snuggit Returns

It is very important to us that you and your pet love your new SNUGGIT!

All exchamge/return enquiries are to be made within 14 days of receiving your items. Any enquiries made after this date will not be accepted (unless delays have occurred with postage & handling). All accepted exchanges are required to be received back into SNUGGITs care within 30 days. 

Please be mindful when choosing your SNUGGIT as we do not offer refunds - it's for this reason we go over sizing confirmation prior to shipping your order. We confirm your size by email after your order has been placed. We will attempt to contact you up to three times, and give a 6 day grace period. If you do not confirm your size by email your order will in ineligible for return or exchange. All carriers must be in original condition with tags attached and free from pet hair or pet dander. We will happily discuss the details of your return further via email at thesnuggit@gmail.com.

Custom Order Delivery Timeline

Bella Snuggle, custom orders, any products that you have requested embroidery for will be shipped within 5-7 business days once we confirm your sizing by email. 

The following items are not eligible to be returned:

  • Snuggle Sacs
  • Bella Snuggle Carriers
  • Personalized Items
  • Custom Items
  • Sale Items / Fabulously Flawed 

Please note: Items that have been purchased as part of a clearance sale and/or that have been marked as Final Sale may not be returned or exchanged. 

Exchanges - How to: 

Please follow this step-by-step guide to complete your request: 

Step 1 - Many exchanges can be avoided by watching our 'How To" videos on the best practices for using a SNUGGIT. Please find them here.

Step 2 - Please email thesnuggit@gmail.com immediately and explain why you would like to exchange your eligible item - this must be done within 14 days of receiving your order. 

Step 3 - We will respond to you within one business day. 

Step 4 - Once we determine your correct size, we will instruct you to ship the product back to us. Please note that all exchanges must be in the original packaging, unused, with the tags on, and free of any pet hair/dander. Items must be returned within 30 days of the exchange approval. We are not responsible for any damage that is caused by your dog to any of the merchandise. We cannot honour any exchanges for merchandise that has been used or is not in its original new condition. If an items arrived damaged or defective you must contact us within 48 hours of receipt. 

Step 5 - Once we receive the original product, we will ship the new product.

Step 6 - You are responsible for the shipping charges for returning your order. SNUGGIT will pay for the cost of the re-order. Please be advised that until there is proof that we have received your merchandise, it is your property. SNUGGIT is not responsible for items damaged or lost in transit.

Step 7 - Once your order has been delivered back to SNUGGIT, please allow 10-14 business days so our team may process your return package. Once the returned items have been inspected and approved, The SNUGGIT Sac will fulfill the requested exchange and a confirmation e-mail will be sent to you. If your requested exchange is not available, our Customer Experience team will communicate this via e-mail. 

Please note, if you did not respond to our multiple emails to confirm sizing or respond to our phone call or text message attempts, we will not be able to accommodate exchanges. 

If Your Order Has Not Arrived:

We offer Route protection package at checkout. Route provides protection for shipments that are lost, broken, or stolen, and neutralizes the carbon footprint associated with your order with a certified carbon removal project. Add Route to your cart at checkout to enable protection and to make your order carbon neutral.

Check out Visit route.com to learn more.

If you choose not to add the protection plan at checkout, we cannot replace your product. SNUGGIT is not responsible for items damaged or lost in transit.

Route Opt-in fee is non-refundable.

If you make a claim via Route - Please not that if you do not respond to Route's attempts to contact you about your claim, your claim will be closed.

I placed my order, why hasn't it shipped?

Check your inbox! Immediately after placing your order, you will receive an email requesting sizing info. 

We take pride in our 5-star customer service and extremely low exchange rate. We achieve this by making size recommendations based on the sizing info you provide. 

We'll resend the email to try and contact you at least 2x before sending out your shipment. We happily offer size exchanges, but we do our best to get it right the first time. (Learn more about our exchanges here)

We love to help get you and your little one into your perfect feeling, and perfect fitting SNUGGIT!

Some of our products are made to order. This can impact the time of shipment, as the product needs to be made.

What does Made to Order mean?

Some of our SNUGGITS are made to order. This means that once your order is placed, we cut the fabric and send it out to production. This has an approximate turn-around of 3-5 business days. We do our best to rush each order and we appreciate your patience and support of our small business.

 Custom Orders, Embroidery, Bella Snuggles, SNUGGIT Plus, Larger Sizes, and Big Snuggle Sacs are all considered made to order products.

Why hasn't my Order arrived?

We offer Route protection package at checkout. Route provides protection for shipments that are lost, broken, or stolen, and neutralizes the carbon footprint associated with your order with a certified carbon removal project. Add Route to your cart at checkout to enable protection and to make your order carbon neutral.

Check out Visit route.com to learn more.

If you choose not to add the protection plan at checkout, we cannot replace your product. SNUGGIT is not responsible for items damaged or lost in transit.

Select shipping options can slow down your order. Canada Post Tracked Packet will always take longer than UPS or Purolator. 

I need to cancel my Order!

No worries, we have 24h grace period for cancellations. Email us with your cancellation request at thesnuggit@gmail.comOrders beyond the grace period are subject to a 20% restocking fee if requested. Please note orders can not be canceled if they have already been processed.

I placed an Order, can I still add a discount code?

Discount codes can only be added at checkout, and is one use per customer. Unfortunately we cannot modify orders after they have been placed. 

 How to Request a Return:

Click Here: Snuggit Returns