Welcome to our Snugpals Store FAQ! We’ve compiled answers to the most common questions about our cuddly products, shipping, and more. If you can’t find what you’re looking for, our friendly team is always happy to help at [email protected].

About Our Products

What types of plush toys do you sell?
We specialize in premium plush toys that deliver comfort and joy! Our collection includes:
  • SQUISHMALLOWS and Squishables (perfect for squeezing!)
  • Pusheen and other character plushies
  • Sensory toys for calming and focus
  • Warmies (microwavable plush companions)
  • Cuddle Barn and Bumbumz collectibles
  • Fun pins and stickers to accessorize
Are your plush toys safe for children?
Absolutely! All our plush toys meet international safety standards. However, we recommend checking age recommendations for specific products, especially for very young children. Sensory toys and smaller items may contain parts not suitable for children under 3 years.
Do you offer limited edition or exclusive plush toys?
Yes! We frequently stock limited-edition Pusheen, Squishmallows, and other collectible plush. Follow us on social media or sign up for our newsletter to be the first to know about new arrivals!

Ordering & Account Questions

How do I create an account?
You can create an account during checkout by selecting “Create an Account” after entering your email address. Having an account lets you track orders, save favorites, and check out faster next time!
I forgot my password. What should I do?
Click “Forgot Password” on the login page, and we’ll send a password reset link to your email. If you don’t see it, please check your spam folder or contact us at [email protected].
Can I modify or cancel my order after placing it?
We process orders quickly to get your plush pals to you ASAP! If you need to modify or cancel your order, please email us at [email protected] immediately with your order number. We’ll do our best to accommodate your request if your order hasn’t been processed yet.

Shipping & Delivery

Where do you ship to?
We deliver hugs worldwide! However, we’re currently unable to ship to some remote areas in Asia and certain other locations. If you’re unsure about your address, please contact us before ordering.
What are my shipping options?
We offer two cuddly shipping options:
Standard Shipping (The Quick Cuddle Route)
• Carriers: DHL or FedEx
• Delivery Time: 10-15 business days after dispatch
• Cost: $12.95 AUD (all orders)
• Includes tracking
Free Shipping (The Economical Hug)
• Carrier: EMS
• Delivery Time: 15-25 business days after dispatch
• Cost: FREE for orders over $50 AUD
• Includes tracking
How long does order processing take?
All orders are processed within 1-2 business days (excluding weekends and public holidays). We carefully prepare each plush pal for their journey to you!
Will I have to pay customs fees?
For international orders, additional customs charges or import duties may apply depending on your country’s regulations. These fees are the responsibility of the recipient. We recommend checking with your local customs office if you’re unsure.
How can I track my order?
Once your plush pals are on their way, we’ll send you a tracking number via email so you can follow their journey to your doorstep. There’s nothing more exciting than watching your package get closer!

Payments

What payment methods do you accept?
We accept:
  • Visa
  • MasterCard
  • JCB
  • PayPal
All transactions are securely processed through our encrypted payment system. We never store your full payment details.
Is it safe to enter my payment information on your site?
Absolutely! We use industry-standard encryption to protect all transactions. Your payment information is processed securely, and we never store your full payment details on our servers.
Why was my payment declined?
Payment declines can happen for various reasons, including insufficient funds, incorrect card details, or your bank’s security measures. Please double-check your information and try again. If problems persist, contact your bank or try an alternative payment method.

Returns & Exchanges

What is your return policy?
If your plush pal arrives looking less than their best, you have 15 days from delivery to initiate a return. Please visit our Returns Policy page for complete details or email us at [email protected].
How do I return an item?
Please contact us at [email protected] with your order number and reason for return. We’ll provide return instructions and a return authorization number. All returns must be in original condition with tags attached.
Who pays for return shipping?
For returns due to our error or defective items, we’ll cover return shipping costs. For other returns, the customer is responsible for return shipping fees. We recommend using a trackable shipping method.
How long does it take to process a refund?
Once we receive your return, please allow 5-10 business days for processing. Refunds will be issued to the original payment method. You’ll receive an email confirmation when your refund has been processed.
Still have questions? We’re here to help!
Email us at [email protected] and we’ll respond faster than you can say “Squishmallows”!