Frequently Asked Questions
Ordering & Payment
What payment methods do you accept? We accept all major credit and debit cards, plus Shop Pay, Apple Pay, and Google Pay at checkout.
Can I change or cancel my order after placing it? Email [support@snuggi.com.au] as soon as possible. If your order hasn't been dispatched yet, we can usually change the loft, colour, address, or cancel it entirely. Once it's dispatched, it'll need to go through our standard returns process instead.
Do you offer discounts for bulk or wholesale orders? Yes — email us at support@shopsnuggi.com with the quantity you're after and we'll put together a quote.
Product & Fit
What's the difference between Low and High loft? Loft is the pillow's height and firmness profile. Low loft suits stomach and back sleepers who want a flatter profile; High loft suits side sleepers who need more height to keep the neck aligned with the spine. Full guidance is on the product page.
What's inside the pillow? See the “Inside the Pillow” section on the product page for the full layer breakdown and materials used.
Is it machine washable? The outer cover is machine washable on a cold, gentle cycle — air dry only. The inner pillow itself should not be machine washed; spot clean and air out regularly instead. Full care instructions ship with every order.
Is it hypoallergenic? Yes. Every Snuggi pillow is hypoallergenic and safe for allergy and asthma sufferers.
Is it certified safe? Yes — OEKO-TEX® Standard 100 tested for harmful substances and CertiPUR-US® certified foam. It's also vegan and cruelty-free.
Will it flatten over time like my old pillow? Our foam is designed to hold its shape well beyond typical pillows, and it's backed by a 3-year warranty against flattening and foam breakdown outside of normal wear.
Shipping & Delivery
Is shipping really free? Yes, on every order, Australia-wide, with no minimum spend.
How long will delivery take? Metro areas typically see 2–4 business days after dispatch; regional and remote areas can take a little longer. Full details are on our Shipping & Delivery page.
Do you ship internationally? Not yet — currently Australia only.
Returns & Warranty
What if I don't like it? You have 100 nights to try it. If it's not right, return it for a full refund — see our Refund, Return & Exchanges page for how.
Who pays for return shipping? We do. Returns within the 100-Night Trial are free.
What does the 3-year warranty cover? Manufacturing faults such as seam failure or foam breakdown outside of normal wear. It doesn't cover normal wear and tear or damage from misuse.
Can I exchange for a different loft or colour instead of a refund? Yes, any time within the 100-night trial — email us and we'll organise it at no extra cost.
Still have a question?
Email support@shopsnuggi.com and we'll get back to you within 1 business day.