It is very important to us that you and your pet love your new SNUGGIT!
All 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 firstname.lastname@example.org.
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
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 email@example.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.
Canceled orders are subject to a 20% restocking fee if requested after a 24h grace period please note orders can not be canceled if they have already been processed.
How to Request a Return:
Please email firstname.lastname@example.org