Frequently Asked Questions

🚚 Shipping

Do you offer free shipping?

Yes! Shipping is free on all orders to the United States and Canada — no minimum required.

How long does delivery take?

Orders are processed within 1–3 business days. After processing:

• 🇺🇸 United States: 1–3 business days
• 🇨🇦 Canada: 1–3 business days

Do you ship internationally?

Currently, we ship to the United States and Canada only.

Will I receive a tracking number?

Yes! Once your order ships, you will receive a tracking number by email. You can also use our Track My Order page at any time.

🔄 Returns & Refunds

What is your return policy?

We do not require you to return the product. If you have an issue with your order, we offer a full refund or a free replacement depending on the situation.

When am I eligible for a refund or replacement?

• Damaged or incorrect item: Submit a claim within 7 days of delivery with a photo or video.
• Lost package: No tracking update for 45+ days — we refund or reship.
• Package marked delivered but not received: Contact your local post office first, then reach out to us.

How do I submit a claim?

Email contact@thesnugmutt.com with your order number, description of the issue, and a photo or video. We respond within 24 hours.

When will I receive my refund?

Once approved, refunds are processed within 2–5 business days to your original payment method.

I received the wrong or defective item. What do I do?

Email contact@thesnugmutt.com with your order number, description, and a photo. We will make it right at no cost to you.

📦 Orders

Can I cancel or modify my order?

Orders can only be cancelled within 24 hours of placement. Email contact@thesnugmutt.com as soon as possible.

I made a mistake in my shipping address. What should I do?

Contact us immediately at contact@thesnugmutt.com. If delivery fails due to an incorrect address, reshipping costs will be at your expense.

My order has not arrived. What should I do?

If your order is past the estimated delivery date by more than 48 hours, email contact@thesnugmutt.com. We respond within 24 hours.

💳 Payment

What payment methods do you accept?

We accept all major credit cards (Visa, MasterCard, American Express), PayPal, Apple Pay, and Google Pay. All transactions are secured with SSL encryption.

Is my payment information safe?

Absolutely. Our store uses 100% secure SSL encryption. We never store your card details — all payments are processed through Shopify’s secure payment system.

🐾 Products

What type of products do you sell?

Snug Mutt specializes in premium dog accessories focused on mental enrichment, comfort, and well-being. Our collections include Snuffle Mats, Travel and Walks accessories, and Cozy Comforts products.

Are your snuffle mats safe for dogs?

Yes! Our snuffle mats are made from pet-safe, non-toxic materials, suitable for dogs of all sizes. Always supervise your dog during the first few uses.

What size snuffle mat should I choose?

We recommend a mat at least as large as your dog’s head. If unsure, email contact@thesnugmutt.com and we will help you choose.

📞 Contact & Support

How can I contact Snug Mutt?

• 📧 contact@thesnugmutt.com — 7 days a week, response within 24 hours
• 📞 +1 514-690-8465 — Monday to Friday, 9 AM to 6 PM EST

How quickly will you respond?

We respond to all emails within 24 hours, 7 days a week.