Return & Exchange Policy

PLEASE READ AND GO OVER THIS POLICY BEFORE PLACING AN ORDER.

Before proceeding, we highly recommend checking out our how-to videos on achieving the perfect fit. 9 times out 10, a slight adjustment can be made to the way that you’re wearing your Snuggit or getting your dog into it that can make a big difference in the way it is fitting you.  Check it out on our YouTube channel.

What items can I return/exchange?

Snuggit items can be exchanged (within the given timeframe and guidelines)

The following items are NOT ELIGIBLE FOR RETURN OR EXCHANGE.

  • Snuggle Sac
  • Personalized / Customized Items
  • Black Friday Sale / Sale Items / Fabulously Flawed
  • Gift Card
  • Pin
  • Tote Bag

IMPORTANT NOTICE FOR RETURN

When sending back a return, please mark the package with a value of $1. This step is very important.

  • If the package is not marked properly, we may need to hold the refund for at least 20 business days to ensure we do not receive an invoice for duties and taxes.
  • We will not accept any packages that arrive with duties or taxes attached for payment.

By marking the return with a value of $1, you help us process your refund quickly and avoid unnecessary delays.

  • You can submit a request for refund or exchange within 10 days of receiving your order
  • No return requests will be accepted past 10 days after the delivery date.
  • You can't return an item that has already been exchanged.
  • We do not offer refunds for orders paid for using store credit from an exchanged item.

Please note that the amount that you have paid for your CozyCare Protection Plan is non-refundable, both for shipped items and local pick-ups. Shipping fees are also non-refundable.

We don’t accept FedEx deliveries, as packages from FedEx typically incur duties and taxes that are billed 1–3 weeks after delivery. They will be returned to the sender. Packages will not be signed for or accepted.

The customer is responsible for covering the cost of the return shipping and all related fees. We recommend utilizing your preferred local shipping courier and insuring all packages with a tracking number.

If everything meets the specified conditions, we'll send the refund to your original payment method. It will take 5-10 business days for the amount to reflect in your account.

If marked incorrectly, we may need to hold the refund for at least 20 business days to ensure we do not receive an invoice for duties and taxes.

To begin your return request, please fill out the form below or access it HERE. If you are having any trouble, please email bronwen@thesnuggit.com and include your order number.

IMPORTANT NOTICE FOR EXCHANGE

If you chose an exchange, you can't switch to a return later in the process.

  • In its original condition
  • All tags attached
  • In original packaging
  • Unmarked (no stains)
  • Unwashed
  • Odor-free
  • Fragrance-free (no scent, perfume or fabric conditioner)
  • Fur-free (use a swaddle when testing it)
  • Make sure there is no pet hair or stains on the inside or outside of your SNUGGIT or it will incur a cleaning fee
  • In resalable condition 
  • You can submit a request for exchange within 10 days after receiving your order
  • For exchange requests submitted after the 10-day period, the customer will shoulder the cost of the return label. When sending back a Snuggit using your own shipping label, please mark the package with a value of $1.
  • If the package is not marked properly, we may need to hold the store credit for at least 20 business days to ensure we do not receive an invoice for duties and taxes.
  • We will not accept exchange requests submitted past the 30-day period after the delivery date.
  • Please note that store credit will be issued for the returned product which you can use to purchase another Snuggit product or give as a gift to a loved one.
  • The code does not include the original shipping fees, it only covers the actual products purchased. It will not cover the cost of the shipping for your new order after your exchange request has been processed and approved.
  • Your store credit is valid for 6 months.
  • ITEMS IN YOUR ORDER ARE EXCHANGEABLE FOR ONE TIME ONLY.
  • Please read the form and submit all required information.
  • We offer a free return label to USA and Canada customers only.
  • If you want to exchange the new Snuggit again, you have to shoulder the cost of returning the Snuggit.
  • CozyCare Protection Plan is non-refundable, both for shipped items and local pick-ups.
  • Shipping fees are non-refundable.
  • Please keep in mind that requesting an exchange doesn't automatically reserve that product for you. You can choose from the available options on the website.
  • If the color or size of the item is not available at your time of exchange, your credit is good for six months and we do restock often as we make everything in small batches.
  • The Snuggit Company has the right to reject any returned product that does not comply with the policy.
  • Rejected items will be sent back to the original shipping address at the customer’s expense.

To begin your exchange request, please fill out the form below or access it HERE. If you are having any trouble, please email bronwen@thesnuggit.com and include your order number. 

Once you complete the form, our customer care team will reach out to you with instructions. Kindly check your email inbox for an email from bronwen@thesnuggit.com.

We reserve the right to refuse a return if it does not meet the conditions outlined.

Instructions

  • Carefully repackage the Snuggit ensuring that the product must be in its original condition—unmarked, unwashed, odor-free, fur-free, with all tags attached, and in the original packaging. Make sure that your Snuggit must be in resalable condition otherwise your request can get rejected.
  • Make sure there is no pet hair on the inside or outside of your SNUGGIT or it will incur a cleaning fee.
  • Include a note with your NAME and ORDER NUMBER for our record.
  • Print the return label that you received through email and attach it to the package that you’ll be sending back to us. Tip from UPS: Print 3 copies of your Commercial Invoice, place them in a clear plastic pouch (UPS can supply the pouch, inquire at the post office) and attach the pouch securely on top of your parcel, next to the shipping label. Remember, the 18-digit UPS tracking number of your parcel, must be mentioned on your Commercial Invoice. It is always advisable to keep an extra copy of your Commercial Invoice, for your own records.
  • Our team will inspect the returned item within 2-3 business days once we receive it. If everything meets the specified conditions, we'll send you a confirmation email and you’ll receive your personal discount code that you can use at checkout.
  • Carefully repackage the Snuggit ensuring that the product must be in its original condition—unmarked, unwashed, odor-free, fur-free, with all tags attached, and in the original packaging. Make sure that your Snuggit must be in resalable condition otherwise your request can get rejected.
  • Make sure there is no pet hair on the inside or outside of your SNUGGIT or it will incur a cleaning fee.
  • Include a note with your NAME and ORDER NUMBER for our record.
  • Ship the item to this return address and make sure to include all the details:

The Snuggit Company

406-1350 Comox St

Buzzer 4061

Vancouver, BC

V6E 4E1

Canada

  • Note:

-For returns shipped from the USA, please mark the package as a return with a value of $1. We regret that we are unable to cover taxes or duties. If any such charges are incurred, the amount will be deducted from your refund.

-Keep a copy or take note of your tracking number in case of delays or lost packages.

- Return Decline: We retain the right to decline a return if the item doesn't meet the specified conditions.

  • Our team will inspect the returned item within 2-3 business days once we receive it. If everything meets the specified conditions, we'll send you a confirmation email and you’ll receive your personal discount code that you can use at checkout.

The customer is responsible for covering the cost of the return shipping and all related fees. We recommend utilizing your preferred local shipping courier and insuring all packages with a tracking number.

Important Shipping Notice:
We do not accept FedEx deliveries, and they will be returned to the sender. Packages will not be signed for or accepted.

If you are processing a return, please ensure you use a different courier, as FedEx returns cannot be accepted.

  • Carefully repackage the Snuggit ensuring that the product must be in its original condition—unmarked, unwashed, odor-free, fragrance-free, fur-free, with all tags attached, and in the original packaging. Make sure that your Snuggit must be in resalable condition otherwise your request can get rejected.
  • Make sure there is no pet hair on the inside or outside of your SNUGGIT or it will incur a cleaning fee.
  • Include a note with your NAME and ORDER NUMBER for our record.
  • Ship the item to the return address and make sure to include all the details.
  • Note:

-If you are shipping from the USA, the value should not be more than $1.00 or you may be billed duty and brokerage. Please mark the package as a return with a value of $1. If any such charges are incurred, the amount will be deducted from your refund.

-Keep a copy or take note of your tracking number in case of delays or lost packages.

- Return Decline: We retain the right to decline a return if the item doesn't meet the specified conditions.

  • Our team will inspect the returned item within 2-3 business days once we receive it. If everything meets the specified conditions, we'll send the refund to your original payment method. It will take 5-10 business days for the amount to reflect in your account.

Reminders

We will notify you via email once your request has been approved. Please allow 2-3 business days for your return/exchange to be processed, but high volume periods, especially around the holidays, could cause delays.

We do not accept FedEx deliveries, and they will be returned to the sender. Packages will not be signed for or accepted.

If you are processing a return, please ensure you use a different courier, as FedEx returns cannot be accepted.

When sending back a return, please mark the package with a value of $1. This step is very important.

  • If the package is not marked properly, we may need to hold the refund for at least 20 business days to ensure we do not receive an invoice for duties and taxes.
  • We will not accept any packages that arrive with duties or taxes attached for payment.

Please be sure to label your returns properly and follow the instructions carefully in the email that you will receive from our team.

Something is wrong with my order

In the unlikely event that you receive the incorrect item or immediately find a manufacturing fault, please contact bronwen@thesnuggit.com and we will help resolve your issue as fast as we can.

Returns & Exchanges Policy