Questions?
Please read the FAQs below. If you can’t find the answer you’re looking for, please contact us here.
Shipping & Delivery
How does shipping and delivery work?
So you've made an order? Welcome to the SnugWell family!
Once you’ve placed your order, our team will carefully prepare your items for dispatch, usually within 24–48 hours. If your order contains different products, they may occasionally arrive separately so we can get each item to you as quickly as possible.
Once your order has been dispatched, you’ll receive a shipping confirmation email with a tracking number, allowing you to follow your order’s journey.
Delivery times vary depending on your location and the shipping service selected. Your tracking information will provide the most up-to-date delivery status.
Please note: If your order contains multiple products, they may be shipped separately and arrive at different times.
How much do I pay for shipping?
All orders include FREE and fast delivery US wide, no matter how many products you order.
When will my order arrive?
Once your order is picked and packed, the magical journey from SnugWell HQ to your front door begins.
All orders (no matter how many products you purchase) include FREE and fast delivery US wide. You can expect your order to arrive within 5-9 business days* from the day you place it.
*Please note: Although courier quote us these expected delivery times, sometimes life happens and they aren’t able to deliver within this timeframe. When this is the case, your tracking number may show a ‘delayed’ delivery date.
How do I track my order?
Yay, time to celebrate your order is on its way! 🎉
Once your order has been shipped, we’ll send you a shipping confirmation email with a “Track Order” button. This will take you to your tracking page, where you can follow your order’s journey and view the latest delivery updates.
Haven’t received your shipping confirmation email yet? Be sure to check your spam or junk folder too – it may have ended up there.
Help, I think my order is lost/hasn’t been delivered?
Think your order might be lost in transit?
Although we do our best to get every order to you within the estimated delivery timeframe, occasional delays can happen during transit. Your tracking information may sometimes show a “delayed” delivery date while the carrier works to get your package moving again.
If your order hasn’t arrived within 20 days of shipment, please contact us and we’ll be happy to look into it and assist with the next steps.
Please note: Delivery delays can occasionally occur due to circumstances outside our control, including carrier delays, severe weather or other disruptions. We’ll always do our best to help resolve any delivery issues as quickly as possible.
Can I change my shipping address?
Oops, is your order being sent to the wrong address?
We can help! If your order has not yet been shipped, please contact us as soon as possible with your correct delivery details and we’ll do our best to update them before your order ships.
If your order has already been shipped, we may not be able to change the delivery address. You can check your tracking information for any available delivery-management or redirection options provided by the carrier.
Please note: We can only send your package to the address provided at checkout. If an incorrect or incomplete address is entered and the package is successfully delivered to that address, we may not be able to retrieve it. Please carefully check your delivery details before completing your order.
Do you ship internationally?
We currently ship to customers across the United States.
Are there any customs/import fees?
No. You won’t be charged any additional customs or import fees on your order. These costs are covered by SnugWell, so the price you see at checkout is the price you pay.
Product Questions
Does it improve my sleep?
If you've ever felt like pain or discomfort in your back, hips or knees kept you from the a night of uninterrupted sleep - then the relief and comfort our pillow provides can significantly improve your sleep, yes!
Will this pillow help with my back, hip and sciatica pain?
Yes! Not only will it prevent spine misalignment, but it will also prevent bone-on-bone rubbing, meaning pain-free and comfortable side sleeping.
What if the pillow doesn't suit me?
We stand by our product, but if it's not the right fit for you, our 30-day full refund policy ensures you can return it without any hassle.
Do you offer wholesale or bulk purchase discounts?
Yes! We offer special pricing for wholesale and bulk orders. Whether you’re purchasing for a clinic, business, organisation, or a larger group, our team can provide tailored options to suit your needs.
Please contact us at hi@snugwell.com.au with your requirements, and our team will be happy to assist.
Can I send an order as a gift?
Have a special someone who you think needs some of our products in their life? You can ship any SnugWell product directly to that lucky lad or lady by entering their address as the shipping address, and your own as the billing address. Plus we don’t include any value invoices inside the box as any receipts are sent directly to your own email address. It’s that easy!
*Please note: Due to the fact we use external fulfilment partners, we are unable to include messages in the package - we’re sorry!
Are you stocked in any stores anywhere?
Nope, it’s just us! Our SnugWell products are only available on our online store here in Australia.
Returns & Exchanges
Do you have a returns policy?
Sorry, we know this is the boring legal mumbo-jumbo, but take a minute to have a read of our return policy. We offer a 30-day risk free trial of our products, during which you can return them at any time.
However, not all items are eligible. Any exclusions will be called out on product pages and / or at checkout. To be eligible for a return:
1. Item(s) have to be initiated for return and placed in the post within 30 days of the delivery/receiving of order.
2. Item(s) were not marked “Final Sale” or “Non-Returnable” at the time of purchase, unless faulty.
3. Item(s) must be in the original packaging, which must be in original condition.
This includes attached tags and packaging. You will be asked to put your photography skills to the test and provide a photo of your item prior to sending it back to us so we can assess the condition.
*Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
How long do I have to return the products?
We know the drill you’ve been needing to return it, but life gets in the way. We are happy to help you return that one, and offer a 30 day return period for you to make that tough decision! Please refer to our returns policy for more information.
Can I return my order for a refund?
Sadly, we know that sometimes our products are just not quite the right fit for some people. You can certainly return anything you order from us for a full refund, provided it is returned within 30 days.
*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout. All products must be returned in as new condition, with any tags and the original box.
**Please note: If you are returning one of your items from a bundle, your order is no longer valid at that bundle pricing.
Do I have to pay for returns?
We’ve got you covered here too. All eligible returns (for both refunds and exchanges) within Australia will be covered with a free return shipping label that we are happy to organise for you, which means no expenses at the post office! Just contact our friendly team here and they will be able to help you along the way.
*Please note: Not all items are eligible for return. Any exclusions will be called out on product pages and / or at checkout.
How long does it take for my return/exchange to be processed?
We are working hard behind the scenes to get our products in and out of our fulfilment centres. We strongly encourage that you send through a photo of your receipt from the post office as proof your return has been lodged. As soon as we have this information, we can action either your exchange or refund immediately! If you forget to grab this receipt, we will just need to wait until that one gets back to our warehouse before we can go ahead.
How long does it take for my refund to be processed?
We’re sad to see you go! Should you receive a refund for your order, you will receive an email confirming this has been processed from our end. From there, it will take 2-5 business days to process into your account, depending on your bank. If it takes any longer than this, we would recommend contacting your bank or merchant (eg. Afterpay) directly.
Payment
How secure is your payment?
All jokes aside - your privacy and security is our highest priority. We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept the good old-fashioned methods of payment, such as credit cards (Visa/Mastercard/American Express) as well as debit cards that can be used for online transactions. If you’re a bit more tech-savvy, we offer Google Pay and Apple Pay too!
Do you have payment plan options?
Unfortunately, we don't currently offer any split pay options (like Afterpay, Klarna or ZipPay). These are coming soon though!
How do I use a discount code?
Woo, it’s on sale - so you’re basically saving money (at least, that’s what we tell ourselves when something is on sale). Simply head to the checkout, and on the first page of the checkout there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you’re totally aware of how much you can save.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
I forgot to use my discount code!
Made your purchase, and as the payment was loading you realised with horror you hadn’t added your discount? Never fear, that opportunity hasn’t slipped away! Simply contact our helpful team here and they will be happy to help correct this for you.
*Please note: Only one discount code can be used per order. If you are purchasing multiple bundles and discounts, we suggest placing separate orders. Strikethrough prices may consider the discount code mentioned in the description. Please check email offers for which items the code is applicable for (eg. specific products only).
What currency is the store in?
All pricing for our Australian store is listed in Australian dollars (AUD).
Contact Us
I have an issue with my order, what can I do?
Something not quite right with your order? Don’t worry, our team is ready to spring into action! Please contact us to advise of the issue, and to help resolve things quickly we request you include photos so we can help identify what has happened.
I need to cancel or change my order!
These things happen! Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our warehouse, you will need to go through our returns process.
As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the order is placed so please select your items carefully.
How do I contact you?
Gone are the days of carrier pigeons and smoke signals – emailing us is the way to go! You can contact us here or by emailing us at hi@snugwell.com.au This also allows us to keep a paper trail for your issue so we can help you as best we can. We’re only human, so please be patient and we are working as quickly as possible to get back to you. We promise we won’t leave you on ‘read’!
How do I provide feedback?
We always strive to be the best so we love hearing your thoughts. We also love hearing your SnugWell stories, as it warms our hearts to see our products being used and loved out in the big wide world. Should you have any feedback for us, please feel free to send it here.
Where are you located?
Our SnugWell HQ is located in Brisbane. Your SnugWell products start their journey to you from our warehouses in Sydney and Melbourne.
*Please note: Our SnugWell HQ is not a retail store and we hold no stock there, and we are unable to offer collection at any of our fulfilment centres.