FAQ

Where are you based?

Snug Lodge Collective is based in Toronto, Ontario. We are proudly Canadian-owned and operated, serving customers throughout Toronto through our local delivery service.

Why the name Snug Lodge Collective?

The name reflects the feeling we hope you will find here.

A lodge is a place where you can settle in, leave the outside world behind for a while, and simply feel safe. That is exactly what we want this space to be: a cozy, welcoming corner where comfort is celebrated, never questioned.

The word Collective reflects the community around us. Snug Lodge is intended to be more than a store. It is a space for people with different needs, routines, identities, and reasons for seeking comfort.

Do you offer local delivery?

Yes. We currently offer local delivery within 15 km of Downtown Toronto.

For delivery-zone purposes, we calculate distance from the M5E 1L4 postal code area in Downtown Toronto.

Local delivery rates

Within 10 km: Free delivery on orders of $50 or more.

Between 10 km and 15 km: $5.00 delivery fee.

Applicable taxes may be added where required.

When will my local order be delivered?

Orders placed before 7:00 a.m. are eligible for same-day delivery.

Orders placed after 7:00 a.m. will normally be delivered on the next available delivery day.

Our regular delivery windows are:

Monday, Wednesday, Thursday and Friday: 6:00 p.m. to 9:00 p.m.

Saturday and Sunday: 10:00 a.m. to 4:00 p.m.

Tuesday: No deliveries.

Delivery times are estimates and may be affected by traffic, weather, order volume, building access, or other circumstances outside our control.

What happens if my delivery cannot be completed?

Please make sure your delivery address, unit number, buzzer information, phone number, and any access instructions are correct when placing your order.

If we cannot complete the delivery because no one is available, access cannot be obtained, or the delivery information is incomplete or incorrect, a reattempt may be arranged for $10 plus applicable tax.

Do you offer shipping?

Not yet. We are currently working on introducing shipping options.

For now, orders are available through our local Toronto delivery service within the eligible delivery area.

Is your packaging discreet?

Yes. Orders are packaged discreetly, without product descriptions or unnecessary identifying information displayed on the outside of the package.

Our business name may still appear where required on receipts, payment records, delivery communications, or other transaction documents.

Can I change or cancel my order?

Please contact us as soon as possible if you need to change or cancel an order.

We may not be able to make changes once an order has been prepared, assigned for delivery, or delivered. Any approved cancellation or refund may be subject to our Returns and Refunds policy.

What about returns?

For health, hygiene, and safety reasons, some personal care products may be final sale, including opened packages and products with damaged or removed seals.

Unopened products may be eligible for return according to our posted refund policy.

What payment methods do you accept?

Available payment methods are displayed during checkout. All prices are listed in Canadian dollars unless otherwise stated.

Applicable GST/HST will be calculated during checkout.

Will an item be restocked?

Some products may be available only in limited quantities.

When possible, we will restock popular items, but availability is not guaranteed. Products may also be discontinued or replaced without notice.

How can I contact you?

You can contact us through the contact form on our website.

Please include your order number when asking about an existing order so we can locate it more quickly.