Support & FAQs

Getting your problem solved is a top priority to us. If you need assistance please get in touch with our friendly customer support team via email at or send us a message via our live chat. We are available to help you from Monday - Saturday, and usually respond within 24 - 48 hours.

Plushies Care

Choosing the right size

This is a fairly common question and in all honesty, there is no “right” size! This is completely up to you. Though we do find that the bigger sizes are definitely more satisfying to cuddle. When choosing a plushie size it's always good to imagine how big it will be in real life before purchasing our plushies.

Getting rid of wrinkles and lumps on my plushie

Getting rid of wrinkles and lumps on my plushie

Some of our plushies are enormous, so to be able to ship it across the world, we have to vacuum pack it. Therefore, they may have wrinkles and lumps when you first take them out of the packet. But don’t worry – these wrinkles will ease out the longer our Snugglify plush is out of its bag. Remember to give it a good shake and pat down to let the lumps ease out as well!

Washing my plushie

Here is a complete guide on how you can wash your Snugglify plushies:

1. Use the gentlest cycle available on your washing machine.
2. Wash our plushie in cold water using a mild detergent.
3. If disinfecting is a concern, use warm water or consider using a product like Lysol Laundry Sanitizer, which is safe on both whites and colors, unlike chlorine bleach.
4. If the plushie is small enough to fit in a launderable mesh bags or duvet cover this would also be a plus. Padding the drum of the washer with towels can also add another layer of protection. Recommended!
5. Air-drying will be the gentlest choice, and a hairdryer turned on low heat can help to fluff up the fur once the plushie has reached the just-damp stage (think of it as a finishing touch!)

What material do you use for your Snugglify plushies?

Our plushies are filled with High Quality PP Cotton so be sure to experience the softest and squishiest plushie.

Shipping & Payment

Why my credit/debit card keeps declining?

Having trouble paying for your new plushie with your credit or debit card? If you are, please use the PayPal option! You WON’T need to login, and you DON’T need a PayPal account as this is only a payment gateway provider. If this does not work please contact your bank and us via for help.

Do you ship internationally and how much does it cost?

We offer FREE shipping to the United States, Canada, United Kingdom, Australia, and many other countries. The only reason why we are able to offer FREE shipping is down to the fact that shipping costs are extremely affordable for Snugglify when parcels are shipped from China. This is the reason as to why we only have warehouses in China. We have looked into expanding into the US and EU, but shipping is 1000%+ more expensive than what we currently pay.

How do I track my parcel?

Once your order has been confirmed our team will begin to prepare your products for shipment. Once your parcel is ready we will hand your parcel over to a third party logistics company who will then process your parcel for shipment, which is when you will receive a shipping confirmation email (usually takes 2 to 5 business days). Please make sure to mark our emails as safe and to check your spam inbox.
We want you to be confident when shopping with Snugglify, so you will receive shipping updates via email.
Please note we may have to ship your products out separately to keep shipping costs down and to avoid any customs fees on your behalf! The last thing we want to happen is for you to receive a customs fee notice.

Why my parcel is stuck in transit?

Before the pandemic, it would normally take one to two weeks for our parcels to arrive in the desginated country as there was plenty of airline freight capacity to keep up with the demand for international shipment. Unfortunately, due to lockdown restrictions, political wars, limited aircraft capacity, and not to mention the number of online order, millions of parcels have been held up, waiting to depart. This has never been a problem for logistics companies so they never considered the time it took for a parcel to be 'delivered to airline' to then actually boarding a plane. Rest assured your plushie is on its way to you.

If you would like us to help you locate your parcel please get in touch with our team via email at

How do I pay in my own currency?

Please use the currency menu at the top of the page to check the prices in your own currency.

You can now also pay in your own currency after choosing your currency at the top of the page using the currency menu.

Where are Snugglify based and where do you ship from?

We're a Italy based company, but for us to be able to ship super-sized plushies worldwide at an extremely low cost for all our lovely customers we produce and dispatch our gorgeous plushies from China. We ensure that our plushies are the highest of quality and crafted with care, so rest assure that you are getting the softest and squishiest plushies.

Where can I add my discount code?

If you are on a mobile device you can add your discount code after you click the 'Checkout' button and expanded the 'Order Summary' at the top of the page. This also applies to gift cards.

If you are on a computer or laptop you can add your discount code after you click the 'Checkout' button and look to the right where the order summary is. This also applies to gift cards.