FAQ


Safety

1. What are your safety guidelines?

SAFETY IS OUR #1 PRIORITY. As inventors of the original baby lounger, we are leaders in our category for safety. As recommended by the AAP, NEVER use any baby lounger as a sleep device. NEVER use any baby lounger unsupervised. Use the Snuggle Me Lounger for actively engaging with your baby during supervised lounging or tummy time. It is important to be in the same room and supervising your baby when using the Snuggle Me. During the night, use safe crib practices and do not use your lounger in, or in place of a crib. Never leave baby unsupervised. Never use in a crib or other sleep device. Never place on soft or uneven surfaces. Baby loungers should not be used as co sleeping devices due to the padded sides. The safest place for a baby to sleep overnight is in a crib with a fitted sheet.

2. Do your products contain harmful chemicals?

Definitely not! We use organic cotton for all of our fabrics. Our fills are also free from chemicals and flame retardants.

3. Have any babies been injured in the Snuggle Me?

To date, no. We have safely sold the Snuggle Me for over 13 years with no incidents reported with the CPSC, Health Canada, or to our Hotline.

4. Are your products breathable?

Yes, the Snuggle Me uses organic cotton and polyester fill which are known for their breathability and temperature regulation.

5. Can you use the Snuggle Me for co-sleeping?

That's a great question! Guidelines changed in 2017 around the use of padded loungers for co-sleeping. It is now recommended that padded loungers only be used for supervised uses. The Snuggle Me Lounger is not a sleeping device and should not be used for co-sleeping.

 

General

1. What are Snuggle Me products made from?

We chose to use organic cotton to keep babies safe from harmful chemicals. For our fills, we use polyester fiber with zero added chemicals or flame retardants. This combo makes all of our products machine washable!

2. What inspired you to create the Snuggle Me?

Mia created the Snuggle Me in 2007 after having twin boys. She struggled juggling both of their needs and the needs of a toddler at the same time. She told her family that all she needed was someone to come in and just HOLD a baby. They got to work and designed a portable nest that would simulate the feeling of being held. It was the very first baby lounger, a brand new category of product.

3. I am buying this as a gift for someone. Is there anything I need to do to set that up?

What a wonderful gift! When you start the checkout process, you can leave a thoughtful note for your loved one!

4. Why is the color of my lounger slightly different to the color of my cover/feeding support/swaddle?

Color variations are normal and expected, as the lounger is made with natural, organic cotton produced in a very artisanal way. Your lounger’s color may look slightly different to other products of the same color family or loungers in product photos. This makes each lounger unique to you and your baby! 

 

Lounger

1. If not for overnight, how can I use the Snuggle Me?

Any time you need an extra set of arms to hold your baby, you can use the Snuggle Me Lounger.

2. Can you use the Snuggle Me without a cover?

Yes, you definitely can! However, having a cover will reduce the amount of washing that the lounger itself needs. It is MUCH easier to wash the cover than the entire lounger. We usually recommend having 2 covers so that you can use one while the other is in the wash. For even more protection, grab one of our organic puddle pads!

3. How should my baby be positioned in the Snuggle Me?

Place your baby in the lounger with their bottom up to the end of the lounger and drape their legs over the end. This position helps prevent them from rolling or turning and also helps with circulation. Watch our tutorial, Positioning Your Baby for more guidance.

4. Why is the middle of the lounger unpadded?

The middle is meant to be unpadded so that it can act like a sling to pull the sides in to hold baby and help them feel held.

5. What are the black specks on my natural colored lounger? 

Our natural colored products are all made with undyed organic cotton. The variations in color can be caused by the conditions where the cotton was grown like weather, location, etc. The tiny darker brown flecks within the fabric are natural leaf, stem and seed remnants of the cotton plant. When fabric is processed with bleach and dyes these disappear from view, but since our natural products are made with unprocessed fabric they will appear in varying degrees.

Feeding Support

1. What is the best way to use the Feeding Support?

Our Feeding Support is very easy to use and can adjust easily to various body types and positions. See it in action here.

2. What is the difference between the Snuggle Me Feeding Support and others like it?

We created our feeding support with tapered ends so that the tabs can tuck back behind you. This less-bulky design means you can LEAN BACK while nursing! Plus they are a beautiful, sophisticated addition to your home, something you can use long after your baby has grown.

 

Accessories

1. My cover seems too big for the lounger. Is this normal?

The cover is meant to fit a bit bigger than the lounger so that as baby grows, the cover isn't stretched too thin or pulls the sides of the lounger too tightly. If the cover is a little bunchy, you can try tucking the ends under the lounger for a tighter fit.

2. Is the puddle pad waterproof?

The pad is not meant to be waterproof so that the entire lounger and covers stay breathable for safety. Instead, it is made with a super absorbent cotton that is meant to help with small spills, leaks, and accidents but is still easily washable!

 

Care

1. How do I wash the Snuggle Me?

All of our items are machine washable! The loungers, covers, swaddles and feeding supports can be washed on COLD with mild detergent (avoid getting detergent onto the actual products). Do not use an agitator if possible with the loungers/feeding supports as this can shift the filling. We recommend a detergent free of optical brighteners and have known Dreft and all Tide (even free and clear) detergents to cause problems with the organic dyes used on all Snuggle Me products.

Dry your items on COOL (any heat could potentially shrink cotton). To be completely safe, air dry your items. Covers should be laid flat to dry, as hanging can cause the fabric to stretch. See our washing and care video for more.

2. The stuffing in my lounger has shifted. How do I fix this?

The filling can shift during washing or from baby’s head/legs pushing against the edges but it can be refluffed! Watch this video on how to reshape your lounger.

3. My cover shrunk after I washed it. How can I fix this?

Wash in cold water, or simply get the cover damp and gently re-stretch the fabric out before air drying completely. You can also let it hang dry, in both directions to help stretch the fabric even more.

 

Returns & Exchanges

1. What if I need to cancel my order?

If your order was placed within the last 3 hours and you need to cancel, you can do so via the link in your order confirmation email. Shortly after your order has been cancelled you will receive order cancellation and refund confirmation emails from Snuggle Me. If it's been over 3 hours since your order was placed, please email our Care team at care@snugglemeorganic.com with your order number and we will do our best to assist you.

Please note: If a shipping label has already been created, we will not be able to cancel your order and you will need to follow the process to return your order.

2. What if I need to return or exchange my items?

We have a 60 day return policy for all new items and offer a 6 month manufacturer's warranty for all new items. All sale items are still eligible for 60 day returns, unless they fall under ‘Final Sale.’ That said we handle all customer service questions on a case-by-case basis and will work with you to find a solution to any issue you have.

Please note: BOGO (Buy one, get one) promotions must be returned as a set. If the free gift is not returned with the qualifying item, the full retail cost (MSRP) of the free gift will be subtracted from the final refund amount. The free gift may not be returned for a refund, store credit or an exchange of color. For example, if you have claimed a free lounger cover with the purchase of a lounger and would like to return your lounger, the lounger cover would need to be returned as well. The full MSRP of the lounger cover will be deducted from the final refund for any return received with only the Lounger.

To start your return or exchange process, follow the steps through our return portal using your six digit Snuggle Me order number and either shipping zip code, phone number or email used when making the purchase. If your return or exchange is approved, you'll be emailed a shipping label within the same day.

Select an item to return, select a reason for the return, then select "Return or Exchange for a New Item" (so that you can pick a new item or return for a refund). From there you can select the "Shop Now" to shop the new items now. After adding the new items to your cart and on the review page, you will be given the Exchange Option: "Instant Exchange - Use your credit card to get your new items sent immediately. You'll only pay if your return isn't in the mail within 14 days."

Or you can simply select the "Get $XX.xx" to move forward with either a "return for Store Credit" or a "refund to the original form of payment". If you need support with this process, please email us at care@snugglemeorganic.com.

3. Can I change the size or color of a product after I place an order?

Once an order has been placed we unfortunately cannot change the size or color of any products purchased. If you decide you would like to change products within 3 hours of placing your order, you can cancel your order via the link in your order confirmation email and place a new order for the correct products. Shortly after your order has been cancelled you will receive order cancellation and refund confirmation emails from Snuggle Me.

If it has been over 3 hours since your order was placed, you can initiate a return or exchange. To begin that process, follow the steps through our return portal and click “Initiate Return”. If you have questions about your return or exchange, please email our Care team at care@snugglemeorganic.com with your order number and we will do our best to assist you.

4. What happens if I entered the wrong address?

If your order was placed within the last 3 hours and you need to change your shipping address, you can cancel your order via the link in your order confirmation email and place a new order with the correct shipping information. Shortly after your order has been cancelled you will receive order cancellation and refund confirmation emails from Snuggle Me. If it's been over 3 hours since your order was placed, please email our Care team at care@snugglemeorganic.com with your order number and we will do our best to assist you with updating your shipping information.

Please note: If a shipping label has already been created, we will not be able to change the address. Please email our Care team at care@snugglemeorganic.com with your order number and we will do our best to assist you.

5. I received an item as a gift, but it isn't the color I had hoped for. Am I able to swap this for another color?

Absolutely! We have a 60 day return policy for all new items and offer a 6 month manufacturer's warranty for all new items. That said we handle all customer service questions on a case-by-case basis and will work with you to find a solution to any issue you have.

To start your gift return or exchange process, follow the steps through our return portal. Select the "Returning or Exchanging a Gift?" "Start Here" button (very important so the gift giver is not notified), and using your six digit order number and either the shipping zip code, phone number or email used when making the purchase. If your return or exchange is approved, you'll be emailed a shipping label within the same day.

Please note: We are only able to coordinate exchanges for products that were purchased directly through our website. If you have a Snuggle Me product that was purchased through a third party retailer (Amazon, Target, buybuy Baby, etc.), you will need to work with that specific retailer on exchanging your products through them.

 

Shipping Policies

US Orders 

Your Snuggle Me will be shipped within two business days. Once your order is shipped, a tracking link will automatically be sent to you via email. If for some reason you do not receive one, send us an email and we will personally resend it to you. Please also check your spam/promotions/junk folders as our confirmation and shipping emails sometimes end up there!

Orders placed to the lower 48 states (Hawaii, Alaska, Guam, Puerto Rico & international not included) will receive free shipping on $100 + orders. Shipping cost for orders under $100 is $9.99. We do not currently ship to PO Boxes.

**Please note that Holidays and major sales may impact shipping times/rates. Please allow 7-10 business days for your order to ship. See Holiday notices when ordering over National Holidays.

International Orders + Hawaii, Alaska, Guam and Puerto Rico

Your Snuggle Me will be shipped within 2 business days. Once your order is shipped, a tracking link will automatically be sent to you via email. If for some reason you do not receive one, send us an email and we will personally resend it to you. Please also check your spam/promotions/junk folders as our confirmation and shipping emails sometimes end up there!

Shipping prices will vary depending on Country and Region. Duties and Taxes are not included and will be the responsibility of the receiving party. We do not currently ship to PO Boxes.

**Please note that Holidays and major sales may impact shipping times/rates. Please allow 7-10 business days for your order to ship. See Holiday notices when ordering over National Holidays.**

For international orders, how much will shipping and duties cost?

Canada Only: We cover duties for all Canadian orders so after your payment is made on our website, other than shipping you shouldn't be charged any additional fees prior to delivery.

All other International Countries: Shipping rates are dependent on size/weight of the package and where specifically it's being shipped to. The shipping charges will be calculated for you prior to checkout so you will know exact shipping fees prior to committing to the purchase. At this time, we are not experiencing any delays with shipping/deliveries internationally.

*Please note that Snuggle Me does not add taxes/duties for international orders, these are based on size/weight once the package arrives in your country. They will be due to the carrier service prior to delivery.

 

Pricing Policy

1. Do you offer price adjustments?

Discounts cannot be combined on any sale, offer, promotion or gift card. No price adjustments on any past or future orders. Rain checks for sold out items and future adjustments will not be applied. We do not offer price matching for third party retailers.

2. Limited Time Holiday BOGO Promotions - Buy a Lounger, Get a Cover

  • You must add the equal 1:1 ratio of loungers and lounger covers to your cart and then add in the code. If you only add in a lounger and then use the code, it won't work.
  • Use code SANTA upon checkout after the loungers and lounger covers are added to your cart.
  • Free covers are distributed on a tiered basis. For example, if you buy 2 loungers, you can claim 2 free lounger covers, etc. 
  • BOGO promotions are not eligible for future or past orders, rainchecks will not be provided for sold out items as this is a limited time offer.