Our process—including photo editing, printing, stuffing, sewing, and dispatch—typically takes 3 to 4 business days. Need it faster? We offer a rush production service, reducing production time to just 1 business day.

Shipping within Australia takes approximately 2 to 8 business days, depending on your location. Express Post delivery speeds this up to 1 to 5 business days. For the most accurate delivery estimates, we recommend checking Australia Post’s shipping times from Melbourne (3000) to your location.

Since each Snug Mate pillow is custom-made just for you, we’re unable to accept returns or exchanges unless the item arrives damaged or defective. If there’s any issue with your order, please reach out to us at hello@snugmate.store within 7 days of delivery with photos, and we’ll do our best to make it right!

If you need to change your shipping address, please contact us as soon as possible. We can update your address if your order hasn’t been processed yet. Once an order is in production or shipped, we’re unable to make changes. Reach out to us at hello@snugmate.store with your order details, and we’ll do our best to assist you!

Once your order is shipped, you’ll receive a confirmation email with a tracking number. You can use this to track your order’s progress. If you haven’t received a tracking email or need further assistance, feel free to reach out to us at hello@snugmate.store, and we’ll be happy to help!

We currently ship to Australia and New Zealand.

Yes! All Snug Mate pillows in your order will be shipped together in one package. If for any reason we need to send them separately, we’ll let you know and provide tracking details for each shipment.

Since we start processing orders quickly, we can only cancel or modify an order if it hasn’t gone into production. Contact us ASAP, and we’ll do our best to assist you.

At the moment, we don’t offer gift wrapping, but our pillows make the perfect gift! You can include a personalisd message in the notes section at checkout.