Enter your order number and email or zip code into the tracking tool above for live courier status and estimated delivery. If you need more help, contact us with your order number.

Your tracking status will show as soon as your order leaves our warehouse. Enter your order number and zip code into the tracking tool above to check.

Your tracking number and courier link are shown automatically when you enter your order number and zip code into the tracking tool above.

Tracking can occasionally lag behind the courier's actual progress, which is usually temporary. If it hasn't moved for more than 2 business days, contact us with your order number and we'll investigate with the courier.

Please check with neighbors and any safe places at your address first, as FedEx often leaves parcels in a secure spot. If you still can't locate it, contact us with your order number and we'll start a courier investigation.

Some orders are split into more than one parcel if items are dispatched separately or a product is on backorder; check your tracking for multiple shipments first. If you're still missing an item once all parcels have arrived, contact us with your order number.

We're sorry to hear that. Get in touch via chat with your order number and photos of the damaged packaging and product, and we'll arrange a replacement or refund.

Get in touch via chat with your order number and correct delivery address so we can start a courier investigation and arrange a resolution.

Your order confirmation email and the product page show the estimated availability date. Your full order ships together once the pre-order item arrives with us, no need to contact us for an update.

We'll update the estimated availability date on the product page if timings change. Enter your order number and zip code into the tracking tool above to check the latest status, or contact us for an update.

Yes, pre-orders haven't been processed yet, so they can be cancelled any time before dispatch. Get in touch via chat with your order number and we'll cancel it and process a full refund.

Yes, since it hasn't been processed yet, we can amend it for you. Get in touch via chat with your order number and the changes you need.

All items on a pre-order ship together once the pre-order item is ready, even if the rest of your order is in stock.

Orders are shipped via FedEx and typically arrive within 2–5 business days. Deliveries are made Monday through Friday, excluding federal holidays; orders placed over the weekend are dispatched the following Monday.

A flat $10 shipping fee applies to orders under $60. Orders over $60 are calculated by our shipper at checkout.

We currently ship within the contiguous United States. We're unable to ship to Alaska, Hawaii, or Puerto Rico, and some zip codes may carry additional restrictions; enter your address at checkout to confirm.

FedEx will typically leave your package in a secure spot if you're not home, or with a neighbor where possible. You can manage delivery preferences directly via your FedEx tracking link.

You can often reschedule delivery directly via your FedEx tracking link once your order is on its way.

Delivery is an all-day service, and FedEx may provide a specific time window on the day; keep an eye on your tracking link.

We currently offer standard shipping only. If your order is urgent, get in touch via chat and we'll do what we can to help.

Yes, enter your preferred delivery address at checkout.

At this time we only ship within the contiguous United States.

Start your return online via our returns portal. You'll need your order number and email address to begin.

We don't currently offer direct exchanges. Return your item for a refund and place a new order for the size or product you'd like instead. Refunds are processed within 5 working days of us receiving and inspecting your return.

Once your return arrives with us it's logged against your order, and your return status will update in the portal. If it's been more than 14 days since you shipped it and you haven't heard from us, contact us with your proof of postage.

Please allow up to 5 working days for refund processing after your return is inspected.

Check your return status in the returns portal with your order number. If your refund has already been processed, please allow a few business days for it to reach your account; if it's been longer, contact us with your order number.

Eligible returns are free within our 100-day return window.

To be eligible for a return, items must be new, unused, in their original packaging and in resaleable condition (unless faulty); items showing signs of wear, use, or missing parts may not be accepted.

Our returns portal will generate your shipping label and instructions; contact us if you need help arranging a return.

Get in touch via chat with your order number and we'll issue a new returns label.

Yes, gifts can be returned within the same 100-day window from when the original purchaser received the item. Refunds go to the original purchaser's original payment method; if those payment details can't be provided, we can issue a credit note instead. A gift receipt or order details are needed to process the return.

Products without original tags, packaging, or that show signs of use can't be accepted for return unless they're faulty. Gift vouchers are also non-returnable.

100 days from the day after delivery, for eligible items in new, unused, resaleable condition.

Use our returns portal and follow the warranty section to log your claim. You'll need your proof of purchase or order number, current address, contact number, and photos of the issue.

Use our returns portal and follow the warranty section to log your claim, including photos of the issue and any part or batch numbers you can find.

Log a warranty claim through our returns portal if your product is faulty. Outside of a warranty issue, parts can be purchased directly — see Spare parts.

Contact us with your proof of purchase or order number and we'll confirm your product's warranty status.

Enter your order number and zip code into the tracking tool above for live status. If a new order needs to be raised, contact us with your order number.

Each case is looked at individually by our Customer Experience team; log a claim through our returns portal and we'll investigate and advise.

Please report any faulty, damaged, missing, or incorrect items within 7 business days of delivery, via our returns portal.

Use our self-service returns portal and follow the warranty section to log your claim. Our Customer Experience team will review it and be in touch within 48 hours (next business day if you submit over a weekend or federal holiday).

Check the part name or model printed on your product, or compare against the photos on our accessories page. If you're not sure, contact us with a photo of your product and we'll help identify the right part.

Not every part is listed online. Get in touch via chat with your product name and the part you need, and we'll check availability for you.

If your product is faulty within its warranty period, replacement parts are handled through our returns portal's warranty section. Outside of a warranty issue, spare parts are available to buy at full price.

Most spare parts are kept in stock and follow our standard delivery timescales — see Delivery & shipping. Occasionally a part may need to be ordered in specially, in which case it can take longer; we'll let you know if that's the case for your order.

Yes, spare parts follow our standard returns policy: unused, in original packaging, and returned within 100 days of delivery.

It varies by product, so always check the Care & Guidance tab on your product's page. As a guide: bassinet mattress covers are machine washable at 104°F (40°C) (waterproof protector required); the wooden bassinet frame should only be wiped with a warm, damp cloth (no abrasives); SnuzPouch sleeping bags are fully machine washable at 104°F (40°C) and tumble-dryer safe.

Yes, SnuzPod bassinets include a breathable mattress with a removable, machine-washable cover. We recommend using a waterproof mattress protector (sold separately) to keep it clean and dry.

Full assembly instructions and all fittings are included with your product, and step-by-step assembly videos are available for each product to guide you through it. Instruction manuals can also be downloaded from your product page.

Register your product here to activate your warranty and stay updated on any safety notices.

Stop using the bassinet as soon as your baby can sit, kneel, roll over, or pull themselves up unaided, whichever happens first. The maximum recommended weight is 20lbs (9kg). This is a safety standard, not a guideline, so it applies regardless of your baby's age.

Every Snüz product is tested to meet the relevant safety standards for the market it's sold in. You can find the specific certification for your product on its product page under Care & Guidance.

This depends on the product: see the SnuzPod answer above. For other products, check the Warnings section on your product's page, which lists the specific age/weight/mobility limits.

Every Snüz product is tested and certified to meet the safety standards required for sale in the US before it goes on sale. You can find the specific certification for your product on its product page under Care & Guidance.

SnuzPod5 is the newest bedside bassinet, with dual-view mesh windows and wheels for moving it room to room, and the bassinet lifts off its stand; it's the most feature-complete option. SnuzPod4 is the previous generation with the same ComfortAir breathable system. See each product page for current pricing.

No, provided it's set up correctly: the maximum gap allowed between your bed and the bassinet (or between the mattress and the bassinet sides/ends) is about ¾ inch (20mm). Straps are included to keep the bassinet securely attached to your bed frame throughout the night.

Yes, this has been tested and deemed safe, provided the top of the zip-down wall sits flush with the top of your adult mattress. The mesh wall still acts as a barrier to stop your baby rolling into the bed, while giving you easy access during the night.

No, nothing else should go inside the bassinet alongside your baby. Use only the mattress and a fitted sheet, with your baby dressed appropriately in a swaddle, sleepsuit, or SnuzPouch. Pods, nests, and positioners aren't recommended, as they can interfere with the safe, flat sleep surface.

For most babies, yes, but it depends on your baby's individual development rather than their age. You'll need to stop using it as soon as your baby can sit, kneel, roll over, or pull themselves up unaided, or reaches the 20lbs (9kg) weight limit, whichever comes first. Some babies reach these milestones earlier than six months, so it's worth keeping an eye on rather than assuming a fixed timeline.

The straps provided are compatible with divan, ottoman, and framed beds. The strap goes around the stand of the bassinet and through the frame or base of your bed, then clips together and pulls tight.

Each bassinet generation has its own matching fitted sheets and waterproof mattress protector (available on the product page as an add-on). Check you're buying the version made for your specific model (Pod4 or Pod5, as sizes differ). Most parents find 2–3 fitted sheets enough to allow for washing and rotation, though this comes down to personal preference rather than a fixed requirement.

Yes, a firm, flat sleep surface is a deliberate safety feature in line with current safe sleep guidance, not a fault. It's designed to reduce the risk of your baby's face sinking into softer bedding.

We'd recommend sticking with the mattress designed for your specific model. The gap between the mattress and the bassinet's sides/ends needs to stay under ¾ inch (20mm), which we've tested our own mattresses against; a third-party mattress may not meet that tolerance even if it's a similar size.

We'd always recommend checking when the item was manufactured and comparing it against our current safety standards, since these evolve over time. Whatever the age, we'd always recommend a new mattress rather than reusing a second-hand one, since mattresses lose firmness and hygiene over time, both of which matter for safe sleep.

SnuzPod5 is the current generation: dual-view mesh windows, a lift-off bassinet, and wheels for moving it between rooms, at a mattress size of about 31.5 x 17.3 inches (80x44cm). SnuzPod4 has the same ComfortAir breathable system and actually fits slightly taller beds (up to about 28.7in/73cm vs Pod5's 27.75in/70.5cm), worth checking if your bed is on the taller side. If you already have a working Pod4, upgrading isn't necessary for safety: all current and recent models meet the same safety standard, but Pod5 does offer newer comfort and portability features.

Yes, the zip-down (or half-height, on SnuzPod4) wall means you can reach your baby for feeding or soothing without fully getting out of bed, while the mesh wall still acts as a barrier when it's down.

Yes, the rocking stand is included as standard. Rocking should only be used in standalone mode when your baby is awake and supervised, not during sleep.

Reset your password here. If you're still stuck, contact us and we'll help you regain access.

Get in touch via chat as soon as possible with your order number; if it hasn't been dispatched yet, we can usually cancel or amend it. Once it's been dispatched, you'll need to use our returns process instead.

Log in to My account to update your details. If you need to change the address on an order that's already been placed, contact us with your order number as soon as possible; we can only amend it before dispatch.

Use the unsubscribe link at the bottom of any of our emails, or contact us and we'll do this for you.

Visit our trade portal to apply for a wholesale account, or see becoming a retailer for more information.

Reach out via our contact page and we'll route your enquiry to the right team.

Get in touch via chat with the product you're after and we'll let you know as soon as it's back.

Our Snuz Assistant can handle most inquiries, click the icon on the bottom right of your screen to use this. If needed, you can also reach our customer service team via the Assistant.