Frequently Asked Questions

We ship worldwide! If your country isn't showing at checkout, reach out to us and if we can ship there, we'll create a custom order link for you.

We currently have a 1–2 day processing time. We usually ship out same day, but due to increased order volume we may be backed up. Delivery time after shipping depends on your location and chosen method.

Shipping is calculated at checkout based on your location and order size. Orders over $120 in your local currency ship free to Canada, the USA, Europe, and the UK.

All packages come with tracking. Once your order has shipped, you'll be sent a tracking link to the email or phone number used at checkout.

Yes. If you'd prefer your order arrive with no Sad Nuggie branding on the outside, just leave a note at checkout and we'll package it discreetly.

This usually means the address was incorrect or the parcel 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.

Yes. In most cases you won't have to pay anything, but it's completely out of our control. Sad Nuggie is not responsible for any taxes or customs fees charged by your country.

We currently have a 4–8 day processing time. We usually ship out same day but due to increased order volume, we may be backed up.

We can change or edit items in your order before it has shipped — make sure to reach out quickly. All sales are final and non-refundable.

Please reach out to our team and we will make it right.

Once your order is placed, you'll receive a confirmation to your email or phone (whichever you used at checkout). If you didn't receive one, please reach out to us.

No worries — contact us regarding the coupon code issue and we can sort it out.

Make sure to reach out to us with the correct address as soon as you can before it ships.

You may leave any notes for our team regarding the order. This is not the same as a gift note.

Most of our regular plushies stand approximately 10 inches tall. Minis and Shoulder Pals are smaller, and exact sizes are listed on each product page.

All of our Sad Nuggie plushies are made from soft polyester, making them perfectly cuddly companions.

Every Sad Nuggie adoption includes the plush, a personalized Adoption Certificate & pledge, a Nuggie Health Card and report, a holographic Collector's Card, and your choice of dipping sauce, side, and beverage stickers.

We recommend spot cleaning with a damp cloth and mild soap, then air drying. Avoid machine washing to keep your Nuggie in the best shape.

Our in-store selection may differ from what's available online. Some products are exclusive to the Adoption Centre, while others may only be available through our online store. If there's a specific item you're hoping to find in-store, contact us before your visit to confirm availability.

All sales are final and non-refundable. If your item arrives damaged, wrong, or there's an error with your order, please reach out to our team and we'll make it right.

Yes. We accept exchanges in-store at the Adoption Centre. Items must be in perfect, unused condition with all original packaging, accessories, and your original receipt. Exchanges can be made for another item of equal value. Online purchases cannot be exchanged in-store.

We're sorry to hear that! Please contact our team with a photo and your order number and we'll work with you to make it right.

No. All Vault, Limited Edition, and Exclusive items are final sale with no exceptions. Due to the limited nature of these products, we are unable to accept returns, exchanges, or issue refunds. If your item arrives damaged or there's an error with your order, please contact our support team.

We have two Adoption Centres: CF Toronto Eaton Centre (220 Yonge Street, Toronto) and our original home at 28537 Centre Road, Adelaide Metcalfe, Ontario — about 20 minutes north of London. You can find full details on our Locations page.

Hours vary by location and may change for holidays and special events. Please check our Locations page for current hours before your visit.

No appointment needed! The Adoption Centre is open for walk-ins during regular business hours. Just come by whenever you'd like.

At Adelaide Metcalfe, free on-site parking is available. At the Eaton Centre, underground mall parking is available, and we're also accessible via TTC Line 1 (Queen or Dundas Station).

The Adoption Centre is a one-of-a-kind experience for fans of all ages. You'll browse and adopt from our full range of Nuggies in person, see products up close, and enjoy an immersive environment built around the Sad Nuggie universe. Our team is always on hand to help you find the perfect Nuggie.

Yes! In-store pickup is available at the Adoption Centre. Please allow our team up to 4 days to prepare your order. You'll receive an email or text when it's ready for collection.

Absolutely. The Adoption Centre was designed with fans of all ages in mind, and we welcome families and children.

Yes! Well-behaved pets are welcome. We just ask that all pets remain on a leash or in a carrier and that you clean up after them.

Yes. The Adoption Centre is fully accessible for wheelchairs, strollers, and mobility devices.

Yes, we accept cash as well as all major credit cards, debit, Apple Pay, Google Pay, and other digital payment methods at the Adoption Centre.

We run different promotions online and in-store, and we do not price-match between the two. Price adjustments are also not available on sale items.

The Vault is our most prestigious product line, designed with hardcore collectors in mind. Vault Edition Nuggies are produced in extremely limited quantities and feature unique designs, premium materials, and exclusive extras you won't find in our regular or Limited Edition releases. These are the rarest and most collectible Nuggies we make.

Vault Edition is our highest tier — extremely limited, premium materials, unique design features, and the most collectible extras. Limited Edition is a limited production run with unique colorways, designs, and bonus items; once they sell out, they're never restocked. Exclusive items are designs only available through a specific retailer or platform and can't be purchased anywhere else.

No. Once a Vault or Limited Edition item sells out, it will not be restocked, reproduced, or re-released. These products are intentionally made in limited quantities, and when they're gone, they're gone for good.

We announce all upcoming drops across our Discord, social media, email list, and website. We recommend turning on notifications so you're the first to know when a drop goes live.

No. All Vault, Limited Edition, and Exclusive items are final sale with no exceptions. If your item arrives damaged or there's an error with your order, please contact our support team and we'll work with you to resolve it.

They're actually made to an even higher standard. Vault and Limited Edition Nuggies are crafted with premium materials and feature unique design details, textures, and finishes that go beyond our standard line.

There are currently no purchase limits on Vault or Limited Edition drops — adopt as many as you'd like! That said, quantities are extremely limited and these items sell out fast, so don't wait.

They're priced to reflect the premium materials, unique design work, and additional collectible extras that come with each purchase. These items require more time, care, and higher-quality production than our standard line.

No. Vault and Limited Edition items are not available for pre-order. They're released to everyone at the same time on a specific drop date, on a first-come, first-served basis.

Unfortunately, once a Vault or Limited Edition drop sells out, there's no way to purchase it. We do not restock, reproduce, or re-release these items. The best way to never miss a drop is to join our Discord, follow our socials, and subscribe to our email list.

All authentic Vault and Limited Edition Nuggies are sold exclusively through sadnuggie.com or our officially listed retail partners. Each purchase comes with official packaging and unique collectible extras that are difficult to replicate. Report any suspected fakes to licensing@sadnuggie.com — learn more on our Brand Protection page.

The fastest way to reach us is through our Contact page. Our team will get back to you as soon as possible.

Yes! Gift cards are available both in-store at the Adoption Centre and through our online store. They make a great gift for any Sad Nuggie fan.

We love working with the right partners! For collaboration or licensing inquiries, please reach out through our Contact page or email licensing@sadnuggie.com.

Sad Nuggie products are available at our Adoption Centres, online at sadnuggie.com, and through our officially listed retail partners. You can see the full list on our International Partners page. Always buy from authorized sources to avoid counterfeits.