Product related
General Product Questions
Which technology is used in Snugger™ products?
Wireless Snugger™ heated pillows offer a range of benefits, including freedom from tangled cords and the need for inconvenient outlets. The pillows utilize advanced Graphene Heating technology, making them not only waterproof, but also more energy efficient.
Our pillows are made with flame retardant cotton for added safety, and they can be easily charged using magnetic charging. No need to worry about cords or outlets – just relax and enjoy the warmth of your Snugger™ pillow.
Learn more about our complete technology here.
Is it safe to use?
At Snugger™, we prioritize safety in all of our products. That's why every one of our products is equipped with an overheating protection thermostat and an Auto-off function. The thermostat will automatically turn off the heat generation if the temperature becomes too high, and the Auto-off function will shut the product off after 8 hours of use.
Our products are thoroughly tested and safe for use by most people, including pets. They are equipped with a waterproof graphene heating element and made with flame retardant cotton for added safety.
However, we do not recommend using our products for individuals with pacemakers, pregnant women, or individuals who are insensitive to heat or unable to react to overheating.
If you have any doubts about whether our products are safe for you to use, please consult with a medical specialist. Your safety is our top priority.
Is the Snugger™ pillow energy efficient?
Yes, the Snugger™ pillow is energy efficient, as it uses a graphene heating element. Graphene is a highly conductive material that is able to efficiently transfer heat and is known for its low power consumption. This means that the heating element in the Snugger™ pillow is able to effectively heat the pillow while using a minimal amount of energy. This can help to save energy and reduce your energy bills.
Is there a warranty on the Snugger™ pillow?
We offer a 2 year international warranty period. This policy demonstrates our commitment to customer satisfaction and confidence in our products. You can buy with peace of mind knowing that you have the option to return the product if it doesn't meet you expectations.
How to Use Your Snugger™
How long does the Snugger™ stay warm without charging?
Snugger™ is proud to offer heated pillows with two different battery sizes and three heating levels – low, medium, and high.
The standard 5000mAh battery allows the pillows to stay heated for 3, 2, and 1 hour on the low, medium, and high heating levels, respectively. If you upgrade to the 10000mAh battery, the pillows can stay heated for 6, 4, and 2.5 hours on the same heating levels.
Choose the combination that works best for your needs and enjoy the warmth and comfort of a Snugger™ heated pillow.
How do I start using my Snugger™ ?
To set up your Snugger™ Heated Pillow:
- First, attach the battery to the cushion by connecting the two and twisting the connector to secure it in place.
- Next, place the battery in the designated pocket on the cushion. You can find the pocket by removing the Snugger™ Pillow Cover and opening the zipper next to the Smart Label.
- Cover the cushion by pulling the cover over it, making sure to thread the label through the opening. After you have pulled the pillow cover over the pillow, you can close the zipper at the back of the pillow.
- To turn on the heat, press the power button once. Press the button again to adjust the heating level to your desired setting.
- Finally, charge the Snugger™ heated cushion by plugging the charging cable into the charger and connecting the magnetic connector to the Snugger™ Smartlabel on the side of the pillow.
Your Snugger™ is finally ready to use!
How do I adjust the temperature of the Snugger™ pillow?
To adjust the temperature of the Snugger™ pillow, locate the button on the label of the pillow. Pressing this button will increase or decrease the temperature of the heating element in the pillow.
There are three heating levels indicated by three lights on the label. The number of lights that are illuminated will show you which level the pillow is currently set to. You can press the button to cycle through the different levels to find the temperature that is most comfortable for you. It is important to follow the manufacturer's instructions and precautions when using the heating element of the pillow.
How long does it take for the pillow to heat up?
The Snugger™ pillow should take approximately 1-2 minutes to heat up, with the lowest heating level taking about 1 minute and the warmest level taking about 2 minutes.
Can I use the pillow while it is plugged in?
Yes, the Snugger™ pillow can be used while it is plugged in. The pillow has a built-in power bank, which allows it to be used without being plugged in. However, it can also be used while it is plugged in using a magnetic charger.
What is the best way to determine the current battery level of my device?
To check the battery status of your Snugger™ Pillow, hold the power button for 2 seconds. The light display will then show you how much power is left in the battery:
• 3 lights = 70-100% charged
• 2 lights = 30-70% charged
• 1 light = 0-30% charged
Can I wash the pillow cover?
To keep your Snugger™ heated pillow looking and feeling its best, you can simply wash the cushion cover in the washing machine. Follow these care instructions:
- Wash the cushion cover at a maximum temperature of 30 ̊C.
- Do not use bleach or any other chemical cleaners.
- Do not iron the cushion cover.
- Do not tumble dry the cushion cover.
Please note that the inner pillow with heating element must not be washed.
Is there a user manual?
All of our products come with a designated manual in the packaging box. The user manuals for all of our products can also be found here.
Shipping Related
Shipping related questions
Where do you ship from?
At Snugger™, we prioritize sustainability and convenience in our shipping practices. That's why we offer free shipping on all orders, and we ship locally from our warehouses in the US and Belgium for US and European orders, respectively.
By shipping locally, we can reduce our carbon footprint and help protect the environment.
We hope this information helps make your shopping experience with us as enjoyable and eco-friendly as possible.
What is the estimated delivery time for the product?
Shipping time for our heated pillows is typically 3-7 working days with free shipping, and express shipping options are also available for faster delivery.
How much does shipping cost?
There are 2 options, a free option and a priority option that costs $15. The cost of shipping will depend on the specific shipping option that you choose and the location to which your order is being shipped. It is always a good idea to check the shipping rates and policies before placing an order, to ensure that you are aware of the total cost of your purchase. If you have any questions about the shipping options or costs, it is best to contact info@snugger.store directly for more information.
Can I track my order?
All orders from Snugger.store come with tracking information. This means that you will be able to track the progress of your order as it is being shipped to you.
You can use the tracking information to see the current location of your order and get an estimated delivery date. If you have any questions about tracking your order, it is best to contact info@snugger.store or the shipping carrier directly.
Do you offer international shipping?
Snugger.store offers international shipping to customers outside of the United States. This means that customers in other countries will be able to place orders with the company and have their products shipped to them. International shipping can be more complex and may be subject to additional fees and restrictions. It is a good idea to check the international shipping policies and rates before placing an order, to ensure that you are aware of any additional costs or potential delays. If you have any questions about international shipping, it is best to contact info@snugger.store directly for more information.
Can I change my shipping address after my order has been placed?
Yes, it is possible to change the shipping address of your order after it has been placed, as long as the order has not yet been shipped. If you need to change the shipping address of your order, it is best to contact us as soon as possible by sending an email to info@snugger.store. Be sure to include your order number and the new shipping address in your email, so that the customer service team can assist you. It is important to note that changing the shipping address of your order may cause delays and may also be subject to additional fees, depending on the specific circumstances.
Can I have my order shipped to a PO Box or military address?
We does not offer the option to have orders shipped to PO Box or military addresses. This means that orders must be shipped to a physical address, such as a home or business address. It is important to make sure that the shipping address you provide is accurate and complete, to ensure that your order is delivered to the correct location. If you need to have your order shipped to a PO Box or military address, it is best to contact us directly to see if alternative arrangements can be made.
Do you offer free shipping?
Free shipping is available on all orders.
Returns & Refunds
What is your return and exchange policy for items shipped?
Our exceptional return policy allows you to return your Snugger™ pillow within 14 days if you are not satisfied. This policy gives you the opportunity to try out the product and see if it meets your needs. If it doesn't, you can return it for a full refund. Next to the 14 days return policy we offer a 2 year international warranty period. This policy demonstrates our commitment to customer satisfaction and confidence in our products. You can buy with peace of mind knowing that you have the option to return the product if it doesn't meet you expectations.
How do I return my order?
To return your product, please contact customer support for assistance on info@snugger.store
What now?
Problem Solving
Your Snugger™ does not turn on anymore
To wake your Snugger™ from 'Deep Sleep mode', follow these steps:
- First you need to disconnect the battery from the Snugger™ Heated Pillow.
- Then you can use the magnetic USB charging cable to connect the label on your Snugger™ to a power source.
- After this you need to wait for the charging light on the label to turn on and remain steady (not blinking) This process may take a few seconds.
- Reattach the battery to your Snugger™ to bring it out of 'Deep Sleep mode'.
The device should now be ready for use.
Your Snugger™ is not charging
If you're having trouble getting your Snugger™ Pillow to charge, here are a few things you can try:
- First you need to make sure the adapter is working properly before testing anything else. To check this you need to disconnect the battery from the Snugger™ and connect the charger. After this you need to check if the charging indicator light is turning on.
- If the light is not turning on, try using a different adapter of the same capacity. If the charging indicator light works with the different adapter but not with the original Snugger™ adapter, please contact customer service to request a replacement.
- If you have already checked the adapter, try testing the battery. Connect the battery to the Snugger™ and the charger to the device. Is the charging indicator light turning on now?
If these steps do not help, please reach out to us at info@snugger.store with a detailed description of the issue you are experiencing and the results of any tests you have tried.
My Snugger™ does not heat up
If your Snugger™ heated pillow isn't turning on, no worries! Here's what to do:
- Let the Snugger™ warm up for 5 minutes, then give it a little test by pressing your hand on the pillow for 30 seconds. If you don't feel any warmth, move on to the next steps.
- Make sure the charger is working and properly connected to the Snugger™. Just connect the charger and see if the light on the charger is flashing or constantly illuminated.
- Check that the battery is properly connected to the Snugger™. Remove the outer cover and see if the battery is connected to the heating element cable. Make sure the connectors are twisted and locked in place.
- Make sure the battery is fully charged. Hold the power button while the Snugger™ is on for about 20 seconds. If one light appears, the battery is between 0-30% charged. If two lights appear, the battery is between 30-70% charged. If three lights appear, the battery is between 70-100% charged.
If you're still having trouble, try charging the Snugger™ with a different adapter (this should be an adapter with at least 2.4A). If using a different adapter fixes the problem, hit up customer service at info@snugger.store to request a replacement adapter.
If the problem persists, you can try resetting the Snugger™ by following these steps:
- Press and hold the power button for 10 seconds until the lights go out. Wait 1 minute after the lights have disappeared.
- Charge the Snugger™ completely without interrupting the charging process. If you accidentally unplug the Snugger™ before it is fully charged, reset and try again.
- Check if the Snugger™ is warming up properly.
If none of these steps help, don't hesitate to email us at info@snugger.store with a detailed description of the problem and the results of any tests you've tried. We're here to help!
It takes very long to charge my Snugger™
Normally, it should take 4-5 hours to charge your Snugger™. If it's taking longer, it could be because of one of the following reasons:
You're using a different USB adapter than the one you received. All of our USB adapters have a capacity of 2.4A, while many other adapters have a capacity of 2A.
It's super hot where you're charging your Snugger™ (like, really close to a heating system).
You keep unplugging and plugging the charger back in within a short time frame. This can trigger a "slow charging mode." To fix this, you can reset your Snugger™ by doing the following:
a. Press and hold the power button for 10 seconds until the lights go out. Wait 1 minute after the lights have disappeared.
b. Charge the Snugger™ completely without unplugging the charger. If you accidentally unplug the Snugger™ before it is fully charged, reset and try again.
c. Check if the Snugger™ is warming up properly.
If you're still having issues with charging, feel free to reach out to us at info@snugger.store and we'll see what we can do to help.
The lights on my Snugger™ don't work
Hey there! If the indicator lights on your Snugger™ aren't working, don't worry – we've got some tips to help get things sorted out:
- Try disconnecting and reconnecting the battery. Make sure to twist it to lock it back in place.
- Charge that battery up!
- If the charging light isn't coming on, try using a different USB charger.
Give these steps a try and see if they help.
If you're still having issues, shoot us an email at info@snugger.store. Make sure to give us a detailed description of the problem and the results of the tests you tried. Our Customer Service team will do their best to help you out.
The battery level drops very quick, what can I do?
The duration of the Snugger™ depends on which heating level you use it:
- One light: 6 hours
- Two lights: 4 hours
- Three lights: 2.5 hours
If the pillows runs out way more quickly than this, please contact us through the contact form.
Placing An Order
How can I place an order?
To place an order on our webshop:
- Find the product you want in our online store.
- Click the "Add to Cart" button on the right hand side. This will open up the shopping cart.
- If you have a discount code, enter it in the "Discount code" field and click on “Apply”
- Review your Cart and click "Check out" to proceed. You can also do a direct PayPal checkout from the cart itself.
- Enter your shipping and billing information.
- Select normal or Express shipping.
- Choose your preferred payment method.
- Click "Buy" and you will be directed to the payment page.
- Follow the prompts to complete the payment process and return to the website.
- You will receive an automatic confirmation email with the details of your order.
- We will prepare and ship your order as soon as possible.
Please note that your order will not be shipped until payment is received.
What payment methods do you accept?
We accept the following payment methods:
- Paypal
- American Express
- Apple Pay
- Google Pay
- Mastercard
- Maestro
- Shop Pay
- Visa
Can I cancel my order after I placed it?
Once an order has been placed and confirmed, it cannot be modified or cancelled. If you wish to return your order, please refer to the “returns” section.
When will the product I want to buy be back in stock, as it is currently out of stock?
We apologize that you are not able to get the snuggy Snugger™ you wanted!
But no worries, you can sign up to receive an email notification when it becomes available again. To do this, visit the product page in our webshop and click the "Send me an email when available" button.
Just enter your email address and you will receive an email the moment it is available again.
What is included in my order?
When you order a Snugger™ these items are included as standard:
- Your Snugger™ pillow with pillow cover you chose
- A US/EU plug (depending on the country you're ordering from)
- A battery pack (size depending on your choice 5000/10.000 Mah)
- The magnetic power cable
- User manual