FAQ's

FAQ's

How do I contact the client experience team?

Get in touch with the Client Experience team through email, fill our our contact form, or by phone during the following business hours:

  

Email: hello@snugabye.com         

Monday to Friday | 10:00 AM - 4:00 PM (EST)

  

Please allow for 2 business days for a response.

How do I subscribe to emails?

Subscribe to our newsletters by inputting your email at the bottom of this page. If you’re having any issues, please contact hello@snugabye.com.  

How do I unsubscribe from the mailing list?

You can always edit your preferences to customize the amount and frequency of emails by clicking "MORE OPTIONS" at the footer of one of our emails.

We're so sad to see you go! If you no longer wish to be a part of the Snugabye family, you can unsubscribe by clicking "UNSUBSCRIBE" at the footer of an email from us, or contact hello@snugabye.com for help! 

Where does Snugabye Ship?

We are currently only shipping to the U.S. and Canada. 

How can I track my order?

Once shipping has been confirmed, you will receive an email with a link to track your parcel. The courier will display all updates.

How do I change / cancel my order?

Unfortunately after an order has been placed and processed it cannot be changed or canceled. Please contact hello@snugabye.com for further help / inquiries.

FAQ's (cont'd)

FAQ's (cont'd)

What currency does Snugabye charge with?

All of our prices are based in CAD (the Canadian Dollar). However, you can change your currency using the top bar menu! We also accept USD.

How do I apply my promo code?

Enter the promo code during checkout on the order summary page. Once you have clicked “APPLY” the discount will automatically be added. Please ensure you’re on the correct website before adding your promo code as codes are region specific.

Please Note: 

- Promo codes are only valid during the stated timeframe.

- We only offer price adjustments for valid promo codes. 

- You can only use one promo code per order. 

What payment types are accepted?

We accept Visa, MasterCard, AMEX, and ShopPay. 

How are taxes calculated?

Sales taxes are by determined by the province or state the order is being shipped to. Prices displayed on the website do not include taxes, shipping, or handling fees. International orders will not be charged Canadian taxes; however, they may incur brokerage fees, import taxes or duties that are the responsibility of the customer to pay.

How should I care for my Snugabye pieces?

Snugabye pieces are made to last, but even so a little care is required. To ensure the longevity of your Snugabye products, we recommend that you follow the care label instructions.

Where are Snugabye Products made?

We design all Snugabye products in house at our Toronto office. These items then get produced overseas in various countries in Asia.

Shipping Policies

Shipping Policies

What are my shipping options to Canada?

- Free shipping on order over $75 (before tax & shipping): 7 - 14 business days.

- Free Curbside Pickup at our Toronto Address!

9 Densley Avenue

North York, ON |  M6M 2P5

Our business hours are:

Monday to Friday | 10:00 AM - 4:00 PM (EST)

- 48 Hour Express - Toronto & GTA: orders placed after noon EST, it will be shipped out the following business day.

- Canada Post - XpressPost: 1-3 Business Days.

- Canada Post - Expedited Parcel: 1-7 Business Days.

*Rates depend on shipping location.

What are my shipping options to the U.S.?

- Free shipping on order over $100 (before taxes & shipping): 7-14 Business Days.

- Canada Post - Xpresspost USA: 2-3 Business Days.

- Canada Post - Tracked Parcel: 4-7 Business Days.

- Canada Post - Expedited Parcel: 4-7 Business Days.

- Canada Post - Small Packet USA Air: 5-8 Business Days. 

  

*Rates depend on shipping location.

Can I ship to a P.O. box?

PO Boxes cannot be entered in as a shipping address. Please contact Client Experience if you have further questions. We can be reached by email at hello@snugabye.com.

Can I ship to multiple addresses?

You may only ship to one address per order. If your order contains gifts or items that require shipping to multiple locations, you will need to place separate orders for each address.  

How long does shipping take?

Arrival time depends on shipping option that is selected at checkout. Please refer to "shipping options" for more information.  For shipments to remote locations, please allow up to 14 business days for delivery. During sale and holiday periods, additional processing time may be required.  

How long will my order take to process?

You should receive an order confirmation email within hours of placing your order. Please allow 72 hours for your order to be processed and packaged in our shipping facility. Orders placed on weekends or statutory holidays will be processed out the next business day. Orders are processed once credit card authorization and verification have been obtained. 

Returns & Exchanges

Returns & Exchanges

What if I am not satisfied with my order?

Here at Snugabye, we want our customers to be 100% happy.  We do our best to ensure your items arrive in perfect condition. However, in the unlikely event that your order arrives damaged, please accept the delivery and email hello@snugabye.com so that we can assist you with your order. Please note that if you refuse your order, or any part of it without authorization, you will be responsible for all shipping charges. 

Can I re-direct my order?

Please check that we are shipping your package to the correct address. Once shipped, extra charges will apply to re-direct your order. Please contact us at hello@snugabye.com for any changes to be made to your delivery location.

What can I return?

You can return or exchange any item, goods must be in new, unused, unworn, unwashed condition with the tags still attached and original packaging.

Final sale items are not eligible for return.

How do I request a return?

Please first ensure that your items are eligible and that you request your return within 7 days of receiving your items (based on the date of delivery attached to your tracking number).

To request a return or refund, contact us at hello@snugabye.com within 7 days of receiving your items (based on the date of delivery attached to your tracking number). 

Please note we do not provide return shipping labels, you are responsible for the cost of mailing the items back to us but we will cover the cost to ship out replacement items in the case of an exchange.

How soon will I receive my refund?

Once your return has been received at our warehouse, please allow 3-5 business days for your refund to be issued. Know that our team will notify you once the refund has been processed.

Depending on your financial institution, it can take 3-7 business days for the refund to appear on your statement. If you do not see the refund past 7 business days, please reach out to your financial institution.

COVID-19 Information

COVID-19 Information

How is Snugabye contributing to a safer work environment?

As we continue to learn about the impact of COVID-19 on our communities, our priority is the health and wellness of our customers, our community, and our employees. We are taking proactive steps that include, but are not limited to:

- Moving all Head Office employees to work from home arrangements.

- Reducing the number of employees at our distribution centers to ensure we are practicing social distancing.

 -Regular and frequent disinfection of high touch areas such as workstations, door handles, and tabletops.

- Providing increased access to hand sanitizer, masks, disinfecting wipes, and other PPE at our distribution centers.

- Educating and training all employees of proper hygiene standards as recommended by the CDC, WHO and PHAC.

Snugabye COVID-19 Relief Efforts.

Because at Snugabye, we believe that we are better, stronger and we can do anything together! That's why we created our Better Together collection, from which the net proceeds are donated to UNICEF in support of their COVID-19 relief efforts. Shop cute loungewear to pass the time in quarantine and help end COVID-19. Its a win-win!

I just placed my order, when can I expect it to ship?

Due to safety precautions taken to minimize the spread of COVID-19, please expect a slight delay in shipping your order. We are working very hard to make sure your order gets to you quickly and safely. please contact your courier for any further information. We apologize for this inconvenience!