Hello cuddle enthusiast! At Snugpals Store, we want your plush shopping experience to be as delightful as our squishy SQUISHMALLOWS and as comforting as our warm Warmies. Below you’ll find all the cozy details about shipping and our cuddly return policy!

🚚 Shipping Information

Order Processing Time

We’ll carefully pack your plush pals with love within 1-2 business days after receiving your order.

Shipping Options

  • Standard Shipping (A$12.95):
    • Carrier: DHL or FedEx
    • Delivery time: 10-15 business days after shipping
  • Free Shipping (for orders over A$50):
    • Carrier: EMS
    • Delivery time: 15-25 business days after shipping

Note: We currently don’t ship to some parts of Asia and remote areas.

🔄 Returns & Exchanges

We accept returns and exchanges within 15 days of delivery for most items in their original condition (unopened packaging with tags attached). Your satisfaction is as important to us as the quality of our Plush Toys and Sensory Toys!

Step-by-Step Return Process

  1. Contact Us within 15 days of receiving your order at [email protected] with your order number and reason for return
  2. We’ll send you a Return Authorization Number and instructions within 2 business days
  3. Pack your item securely in its original packaging (keep those squishy friends safe!)
  4. Include the original packing slip or a copy of your order confirmation
  5. Ship your return to:
    Snugpals Store Returns
    24 Brown Street
    Sydney, AU 2060

💰 Refund Information

  • Refund processing time: 3-5 business days after we receive your return
  • Refund method: Original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs: Original shipping fees are non-refundable (but we’ll refund the product cost!)

❗ Non-Returnable Items

To keep all our customers safe and healthy, we cannot accept returns for:

  • Pins & Stickers (for hygiene reasons once packaging is opened)
  • Cuddle Barn electronic plush (unless defective)
  • Any item not in its original condition (missing tags, opened packaging, or signs of use)

🔄 Exchange Requests

Want to swap for a different plush pal? Follow the return process above and:

  • Clearly state in your email that you’d like an exchange
  • Specify the replacement item (check it’s in stock at plushnplay.com)

Note: You’ll be responsible for any price difference and additional shipping costs.

📝 Return Request Template

Subject: Return Request – Order #[Your Order Number]

Hello Snugpals Team,

I’d like to request a return/exchange for my order #[Your Order Number] purchased on [Purchase Date].

Item(s) to return: [Product Name(s)]
Reason for return: [Please specify]
For exchanges, I would like: [New Product Name] (if applicable)

Please send me the return authorization and instructions.

Thank you!
[Your Name]
[Your Email Address]

⏳ Processing Times

  • Refunds: 3-5 business days to process + your bank/PayPal processing time (typically 2-5 more days)
  • Exchanges: New item shipped within 2 business days of approval

📦 Return Shipping

You’re responsible for return shipping costs unless the item arrived damaged or defective. We recommend using a trackable shipping service – we can’t be responsible for lost return packages!

💖 Still Have Questions?

Our support team is ready to help! Email us at [email protected] and we’ll respond faster than you can say “SQUISHMALLOWS”!

Thank you for choosing Snugpals Store – where every return is handled with as much care as we put into selecting our plush pals!