FAQ
Shipping
Where do you ship?
We ship to most countries.
If you are unsure if your location you can contact us and we can check for you.
How much is shipping?
Starting as little as $5 to North America and $7 International. Shipping is calculated at checkout. We use live rates from our shipping partners.
You will be able to choose from a few different shipping options at checkout.
Do you offer free shipping?
We offer free shipping to North America on all order $75 USD and up.
International orders will receive free shipping on all orders over $120 USD.
We periodically offer free shipping events and codes as well.
Do you ship to a PO box or APO address?
We sure do! Please make sure your shipping information is correct to avoid any delays or returns.
*Please note that UPS does not deliver to PO or APO addresses. If you accidentally select UPS, we will change it to a different courier.
Do you ship letter mail?
We currently do not ship letter mail as there is no tracking.
My package was marked as delivered but it didn't arrive?
We understand this is frustrating :( We recommend the following:
- Reaching out to your local post office or the delivery company that was used. They will be able to provide more information than our team can.
- Check with neighbours and local post offices.
- Sometimes carriers mark packages as being delivered but will not actually deliver them until the next day.
- If everything above fails, please reach out to our team.
My address isn't registering at checkout?
Sometimes Shopify doesn't recognize certain addresses but we are still able to ship there.
You can reach out to us so we can double check. If we are able to ship there we will create a custom order link for you.
How do I track my order?
All of our packages come with tracking. Once your order has shipped you will be sent a tracking link.
My order is being returned to sender?
This usually means the address was incorrect or it was refused at the border. The carrier usually states a reason for the return.
If this happens we can either reship if possible or refund your order.
Am I responsible for Custom fees?
Yes. In most cases you will not have to pay anything but it is completely out of our control.
Sometimes you will need to pay Customs while other times you won't.
Sad Nuggie is not responsible for any taxes or custom fees.
Orders
When will my order ship?
*We currently have a 2-4 day processing time** We usually ship out same day. If we are backed up with orders it may take 1 - 3 days to be sent out.
Can I change or cancel my order once placed?
We can change or edit items in your order before it has shipped. Make sure to reach out to us quickly.
All sales are final and non-refundable. You can find our refund policy here.
If you have any questions, our team will be happy to help.
Wrong, damaged or missing items
Please reach out to our team and we will make it right.
Where is my order confirmation?
Once your order is placed you will receive an order confirmation to your email or phone. Whichever you used at checkout.
If you didn't receive an order confirmation please reach out to us.
I forgot to apply a coupon code at checkout
No worries! You can contact us regarding the coupon code issue and we can sort it out.
I entered the wrong shipping address for my order
That's okay! Make sure to reach out to us with the correct address as soon as you can before it has shipped.
What is the note section at checkout?
You may leave any notes for our team regarding the order.
*This is not the same as a gift note*
Pre-Orders
What is a pre-order item?
A pre-order item is an item that is not yet in stock but is on it's way.
When will the pre-order arrive?
You can find all pre-order updates on our pre-order status page.
This page will have all the updated infirmation on your pre-order. Such as time frames, delays, current status, delivery times, and more)
We also display pre-order information directly on the product page.
How do I know if an item is a pre-order?
All pre-order items are explicitly labelled so there is no confusion when ordering.
Can I cancel a pre-order?
We do not allow cancellations on pre-order items for any reason. All pre-order sales are final.
Sad Nuggie Adoption Centre
What is an adoption video?
Sad Nuggie adoption centre videos are a must if you are wanting the full Sad Nuggie adoption experience.
You will get to see your specific Sad Nuggie being picked out and getting ready to go to his new home.
These videos are uploaded to our shop accounts on TikTok and Instagram.
My plush arrived but I don't see my video?
In some cases we ship your Sad Nuggie to you before we post the video.
This is due to us being backed up with videos. We can only post so many a day across our accounts.
We don't want you to have to wait longer than needed for your new Sad Nuggie to arrive.
Your video will be posted.
I forgot to tell you what Sad Nuggie I want to adopt!
No worries! You can contact our team with your adoption notes!
We will also reach out incase you forgot.
How do I know when my video is posted?
Adoption videos are posted daily. You will have to check our social accounts to see if yours has been posted.
Paid adoption videos are a priority and we aim to get them uploaded within 72 hours from the order date.
Unfortunately due to demand we do not:
Tag the video with your username
Email you regarding the post
If you are unsure if your video has been posted, you can always contact our team.
Do I have to pay for an adoption video?
The only guaranteed way to get a video of your Sad Nuggie adoption is to purchase our adoption video add on.
We still try to video as many Sad Nuggie adoptions we can (even unpaid ones), but due to demand, there is no guarantee your video will be made.