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questions

Products & Care

How do I clean my snoofle toys

All our snoofle toys and snoofle balls are machine washable. To wash them, just place them in your washing machine on regular 30 degress (or coldest temperature) cycle. Then leave out to air dry fully.

Our snoofle mats are recommended for hand wash only. 

My floof is a tough chewer, will your products survive

Although our products are handmade with premium fleece to increase durability, we always recommend to supervise your floof during play.

Orders

What payment methods do you accept

We accept all payments through PayPal including Mastercard, Visa and PayPal direct.

What if I don't have a PayPal account

You can still pay using your credit card. We accept both Visa and Mastercard through the PayPal payment portal.

When will my order ship

All our products are made to order and we aim to have all orders dispatched within 5-7 business days. During busy sale periods we may require 1-3 extra business days for processing time.

Wholesale and bulk orders will take extra time and we will advise estimated delivery timeframes on order confirmation.

Can I add to an existing order

We are more than happy to accomodate order changes, please get in touch via our contact form. Please be aware that shipping and delivery times may alter as a result. We will notify you of any change.

Subsequently, we are not able to combine two separate orders that have already been placed.

Shipping

How do I track my order

Once your order has been fulfilled, you will receive an email notification from us that contains your tracking details.

Please note it may take up to 24 hours for the tracking code to be active.

How long will it take to receive my order once it has been shipped

Delivery time may vary depending on the size of your package, the quantity of products, the distance it needs to travel and which courier or postal service we use.

Standard delivery timeframes when shipped:

Victoria: 3-5 business days

New South Wales : 3-5 business days

Queensland: 7-14 business days

South Australia: 7-14 business days

Western Australia: 7-14 business days

Northern Territory: 14+ business days

Please note: Rural locations will take additional time, for quickest service please contact us.

Do you ship to rural areas within Australia

Yes we do! Please contact us so that we may organise the most economical delivery service for you.

Do you offer local pickup

Yes we do! We love meeting our local customers. If you would prefer to collect your order directly from us please select local pickup at checkout. We will be in contact with you to arrange a suitable time for pickup once your order is ready.

My parcel has been returned to sender. What do I do

It is the customers responsibility to ensure that delivery and order details are correct upon checkout. If a delivery is “returned to sender” due to the customer providing an incorrect delivery address or failure to collect the parcel from a designated post office or outlet due to a card left behind at the delivery address, the order will incur a Return to Sender fee and we cannot refund original shipping charges. Once the Return to Sender fee has been paid, we will resend your order to your new delivery address.

Please always review your shipping address carefully prior to submission of your order. We cannot be held liable for mis-delivery as a result of incorrect data entry.

If you have noticed an error before your order has been fulfilled, please contact us as soon as possible to adjust your address before shipment is processed.

International Orders & Shipping

Do you ship internationally

Yes we do! We are happy to say we ship worldwide, so now you can purchase your Snoofle Goodies from anywhere, anytime!

Can I pay in my local currency

We only accept payments in Australian Dollars ($AUD), however you can pay via Payapl in your local currency and any applicable conversion fees will be calculated at checkout using the latest international conversion rates.

Please refer to Paypal for your local currency rates.

Customs taxes and import duties

Snoofle paws is not liable for any customs taxes or import duties.

We cannot guarantee that you will or will not be charged any customs taxe or duties. Any customs or import duties are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel.

If you do refuse to pay the customs fees that are charged and the order is returned to us, any fees that are applicable for the return of the parcel to us will be deducted from the refund of your order (please note – original shipping fees will not be refunded either).

Please note, on the rare occasion that your parcel is held up in customs we will not be held responsible for any fees/costs associated or incurred by receiving customer.

How do I track my order

Once your order has been fulfilled, you will receive an email notification from us that contains your tracking details.

Please note it may take up to 24 hours for the tracking code to be active.

How long will it take to receive my order once it has been shipped

Delivery time may vary depending on the size of your package, the quantity of products, the distance it needs to travel and which courier or postal service we use.

Please note: Rural locations will take additional time, for quickest service please contact us.

My parcel has been returned to sender. What do I do

It is the customers responsibility to ensure that delivery and order details are correct upon checkout. If a delivery is “returned to sender” due to the customer providing an incorrect delivery address or failure to collect the parcel from a designated post office or outlet due to a card left behind at the delivery address, the order will incur a Return to Sender fee and we cannot refund original shipping charges. Once the Return to Sender fee has been paid, we will resend your order to your new delivery address.

Please always review your shipping address carefully prior to submission of your order. We cannot be held liable for mis-delivery as a result of incorrect data entry.

If you have noticed an error before your order has been fulfilled, please contact us as soon as possible to adjust your address before shipment is processed.

Returns & Refunds

Can I return a product if I change my mind

As each of our products are made to order, as per our return and refund policy we do not offer refunds nor exchanges for change of mind.

Am I eligible for a refund

To be eligible for a refund, your item/s must be unused and in the same condition that you received them and in their original packaging.

Returns and refunds are only eligible within a 14 day period since your purchase.

To find out more, read our return and refunds policy.

How do I process a refund

Please contact us for a return address. Any shipping costs will be your responsiblity to cover. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be automatically applied to your original method of payment.

All refunds will incur a 10% restocking fee.

To find out more, read our return and refunds policy.

Wholesale

Do you offer wholesale prices

Yes we do! Please contact us to get more information.

When will my order ship

All our products are made to order and we aim to have all orders dispatched within 7-10 business days. During busy sale periods we may require 1-3 extra business days for processing time.