Questions, examined
Frequently asked questions
Clear answers about building, ordering, safety, shipping, and caring for your new friend.
What arrives in my order?
You receive the animal after our team has stuffed it and placed one standard cloth heart inside, plus any clothing or accessories selected for that friend.
Is the cloth heart included?
Yes. One standard cloth heart is included with every animal at no additional charge.
How do I know which clothing fits?
The builder shows clothing whose Square fit-family information matches your selected animal. Compatibility is checked again before checkout.
What happens if something sells out?
The cart is rechecked immediately before Square checkout. If an item is no longer available, you will return to the cart with a clear message so you can edit the bundle. We do not make substitutions without approval.
How should I care for my friend?
Remove clothing and accessories before cleaning unless the instructions say otherwise. Surface clean gently with a damp cloth and mild soap, allow the item to air-dry completely, and follow any product-specific care label. See Product Safety and Care for more guidance.
What ages are the products for?
Follow the age guidance and warnings shown on the product label or packaging. Adults should inspect products before use and regularly check for damage or loose components. See Product Safety and Care for general guidance.
Where do you ship?
We ship within the United States. Please allow up to 7 business days for preparation before carrier transit. Available methods, estimates, and charges appear at Square checkout.
Can I change or cancel an order?
Preparation may begin soon after an order is placed. Contact us promptly at snuggle@thesnugglelab.org with your Square order number. We cannot guarantee a change or cancellation, and it is not effective until confirmed in writing.
What is the return policy?
All sales are final. We do not accept returns or exchanges and do not offer refunds for change of mind or customer preference. Contact us promptly if an order arrives damaged, defective, incorrect, or incomplete. See Returns and Refunds.
How is payment handled?
The Snuggle Lab collects and validates your US shipping details, then Square hosts secure payment checkout. We do not receive your complete payment-card number. After Square confirms payment, we email your itemized order details and a link to the Square receipt.
How can I contact you?
Email snuggle@thesnugglelab.org or write to The Snuggle Lab, LLC, 1880 Eastwest Pkwy, # 8089, Fleming Island, FL 32003.