Orders
Q1: How can I place an order?
A1: You can place an order directly on our website or contact our customer service team for assistance.
Q2: How to pay for my order?
A2: We accept PayPal, and the currency we use is USD. Please contact us if you would like to pay using other methods.
Q3: How to pay for my order?
A3: Right after you complete the payment and place the order, you will receive a confirmation email from contact@snugolife.com.
Please check your spam or junk folders as well. If you still cannot find the confirmation email after checking carefully, please make sure that the email address you provided is correct. If possible, check your payment method to confirm whether the payment has been processed because your order might not have been placed, and the item could still be in your cart.
Shipping
Q4: How long is the shipping time?
A4: Total shipping time = processing time + delivery time
- free shipping： 10-20 business days
- Standard Shipping：5-8 business days
- Processing time is typically 2-5 business days
- Important Notice: If any uncontrollable factors (such as natural disasters, holidays, or shipping suspensions) occur, the delivery time will be updated, and you will be notified accordingly.
Q5: How can I track my order?
A5: We will email the tracking number to you once your order has been shipped. Please check your email for updates from us.
You can also track your order by logging into your account on our website.
Alternatively, visit the "Track My Order" page under the CUSTOMER SERVICE section at the bottom of our website and enter your tracking number to check the status of your shipment.
If you find anything unusual with your order tracking, feel free to email us—we’re here to help! contact@snugolife.com
Q6:Do you offer international shipping?
A6：Yes, we offer international shipping, but the exact cost and delivery time may vary depending on the country or region. If you're unable to place an order for your area, feel free to contact us.
Email：contact@snugolife.com
After-Sales Support
Q7: What should I do if there is a problem with the product?
A7: If you encounter any issues with the product, please contact our customer service team within 5 days（Optimal processing time）, and we’ll resolve it as soon as possible.
Q8: Can I change or cancel my order?
A8:
- Cancellation within 24 hours: Free of charge, full refund.
- Cancellation after 24 hours: A 15% processing fee will be charged on the item fee. The remaining 85% of the item fee and shipping costs will be refunded after cancellation.(Since your order has been automatically archived and sent to the warehouse for processing, packaging, and shipment after 24 hours, a 15% restocking fee will be charged if you wish to cancel.)
- Note:Customized products cannot be canceled once the order is confirmed.
- Unfortunately, due to international logistics constraints, we are unable to cancel orders that have already been dispatched. For cancellation requests, please contact us via email rather than social private chat. Thank you for your understanding.
Q9: How can I apply for a return or exchange?
A9：If you wish to return your item, please contact customer service at contact@snugolife.com within 5 days（Optimal processing time） from the date the carrier system shows successful delivery.
For specific terms, please refer to the return and exchange policy on our website：RETURNS & REFUNDS POLICY
Others
Q10: How can I contact customer support?
A10: You can reach us through the following channels:
- WhatsApp: +86 18995985378
- Email: contact@snugolife.com
- Live Chat: Visit our website and click the chat icon in the bottom-left corner.
Q11: Can I partner with your company?
A11: Absolutely! Please send your partnership proposal to contact@snugolife.com, and we’ll get back to you soon.
