FAQ

All Puresnoo products are hypoallergenic because their down fillings are thoroughly washed (15 times more than other brands!). In fact, we highly recommend them to people with allergies and sensitive skin, as they help wick away sweat and keep skin cool. Our raw materials are free of any chemicals or sensitizing ingredients, making them a safer choice and less likely to cause allergic reactions.

To unsubscribe, please contact our Customer Experience team by email at Puresnoo@outlook.com

While we’re sad to see you go, we’re happy to adjust your preferences! 

We offer several payment options for your convenience. We accept Visa, MasterCard, American Express, PayPal

If you forget to enter the promo code at checkout, please contact our customer experience team before your item ships, providing your order number and promo details. We will do our best to find the best solution for you.

Please note that only one promo code can be used per order.

Our products are free from common allergens such as dairy, soy, and nuts. However, we recommend checking the ingredient list on each product page for specific details.

When purchasing on puresnoo.com we want to ensure you get the very best deal, in fact, we guarantee the best price for 30 days! If within 30 days of your purchase, the price for your item¹ on puresnoo.com  goes down, we will refund you the difference back to the same card of your purchase. The price match must be submitted within 30 days of original purchase.

To claim this price match, send an email to puresnoo@outlook.com 

• Your order number
• Screenshot of the better price from puresnoo.com²

1. To qualify for the price match, the item must match in color, size, variant and SKU and it must be instock.

2. We do not price match external retailers or websites including Amazon. In addition, we cannot combine multiple promotions or discount codes for one order. 

Our discount codes and promotional offers are exclusive to direct orders on rest.com. Purchases made through other retailers or channels, including Amazon, are not eligible for our offers and cannot be price-matched to puresnoo.com

If you wish to exchange an item, please contact customer service. If the new item is more expensive, you will need to pay the price difference. If the exchanged item is cheaper, we will refund the price difference. Please ensure you return the item to its original packaging. We will process the exchange after receiving the original item.

1. All exchanges are final transactions and cannot be returned or exchanged.

2. Discount codes used at the time of the original purchase cannot be used on exchanged items.

3. Postage is at your own expense.

Return

At Puresnoo, we take pride in the quality of our products and are confident that you will find great satisfaction in the comfort of our bedding. If you find yourself unsatisfied with your purchase, we offer a 30-day window from the date of your order being delivered which you can initiate a return. A  $10 return & processing fee applies. To be eligible for a refund, it is essential that your product is returned in the original packaging it was received in and free from any stains or damage. Returns without the original packaging will not be accepted.

All returns will be refunded to the original payment method, issued through store credit, or exchange. If for any reason, your original form of payment is no longer active or able to process the refund, you will receive store credit for the same amount. If you were the recipient of a product as a gift, returns shall be honoured if requested within 30 days of when the gift order was delivered and refunds shall be issued in the form of store credit to the original purchaser. 

For returns, please contact our customer support team. Return shipping costs will be covered by puresnoo if the product is defective. Our customer experience team will review your return request and send you a return label via email within 24-48 hours. Customers can track their return or exchange progress at any time through the self-service return portal. Return requests not submitted through the self-service return portal will not be processed.

Our return policy allows a maximum of 2 items per order. This limit is designed to improve processing efficiency and ensure service quality for all customers.

Refunds

After your return is received, you'll be refunded automatically to the original method of payment. Refund confirmation will be sent to you. Please note in some cases, it may take up to 14-21 business days for your bank or credit card company to process and post the refund.

Gift cards may not be redeemed for cash or refunded. All returned items purchased using a gift card will be refunded as credit back onto a gift card.

Orders purchased via PayPal will only be eligible for a refund to your PayPal account.

Exchanges

If you wish to exchange an item, please contact customer service. If the new item is more expensive, you will need to pay the price difference. If the exchanged item is cheaper, we will refund the price difference. Please ensure you return the item to its original packaging. We will process the exchange after receiving the original item. 

Damages

Please carefully inspect your order upon receipt. If the product is defective, damaged, or you received the wrong item, please submit a warranty claim via email.

Shipping 

We are pleased to offer free standard shipping within the United States for orders exceeding $100. A flat rate of $9.00 will be applied for orders under $100.00. For orders shipping to Hawaii and Alaska, a shipping fee of $19.99 will apply. However, for orders to Hawaii and Alaska that exceed $300, we provide free shipping.

United States
For orders within the United States, we ship out orders from various local warehouses across the US. Please note that shipping to Hawaii, Alaska, may require additional time for delivery due to geographic factors and transportation logistics. We will make every effort to expedite these shipments, but please allow for extended delivery times. We do not ship to Puerto Rico and US Virgin Islands.

We’ll be expanding to more shipping destinations in the near future! Follow us on Facebook or Instagram for updates. For other international shipping, purchases made on Amazon.com may be shipped at an additional cost.

In most cases, our carrier partners deliver within 5-8 business days after your order is shipped. Shipping to Hawaii and Alaska may require more time for delivery.

Please keep in mind shipping delays are sometimes unavoidable. Delivery during/after holidays or to areas experiencing severe weather conditions may require additional time. We recommend monitoring your shipping updates.

Click here to track your order. 

If you haven't received your shipping confirmation, check your spam/junk folder. Can't find it? Email us at puresnoo@outlook.com
Think your order might be lost or delayed in transit?

In most cases, our carrier delivers within 5-8 business days, however, we understand shipping delays are sometimes unavoidable.  Any queries related to your shipment must first be dealt with the carrier directly. 

We are required to work within our carrier's processes. If you haven't received your order within 10 business days and have already contacted the courier directly, let us know by emailing us at puresnoo@outlook.com

My order was marked as 'delivered' but I can't find it

If your order was marked as delivered but you haven’t received it, please follow these steps:

1. Verify the shipping address listed on your order confirmation to ensure it’s correct.
2. Check all possible delivery areas around your home, apartment, or office — including porches, side gates, building mailrooms, and with neighbors or reception.
3. Contact the courier directly using the tracking information from your shipping confirmation email. In some cases, packages may be scanned as delivered prematurely or left in an unexpected location. Couriers can often provide further details such as GPS tracking or delivery images.

If after these steps your package still cannot be located, you’re welcome to contact our Customer Experience team at puresnoo@outlook.com  for further guidance.

Please note: Delivery concerns must be raised within 7 days of the marked delivery date so we can best support you while information is still accessible from the courier

Our fulfillment team is working around the clock to get your order out as quickly as possible!

Once an order is confirmed, we’re generally unable to update the shipping details. That said, please don’t hesitate to reach out to us at puresnoo@outlook.com. If your order hasn't been shipped yet, we'll do our best to make the changes for you.

If your order has already been shipped—don’t worry! You may still be able to redirect it by contacting the courier directly using the tracking link in your shipping confirmation email.

Please note: we can only ship to the address provided at checkout. If the address was entered incorrectly and the parcel is delivered there, we unfortunately won’t be able to retrieve it. We kindly ask that you double-check your address before placing your order.

As we use reputable third party carriers, we're unable to 100% guarantee that your order will be delivered on a specific date—occasionally a weather or operational delay could impact your delivery by a few days. As soon as your order ships, we'll send a shipment email with tracking number(s).

We recommend keeping a close eye on your order's tracking number(s) to see estimated delivery date. If you're waiting on a package but out of town and need your package delayed, please contact the carrier directly.

If you haven’t received tracking details for the remaining items, please contact us at puresnoo@outlook.com. To help us investigate quickly, kindly include the following:

1. Your order number
2. A list of the missing item(s)
3. Photos of the original packaging and shipping box (if available)

We’ll look into it right away and keep you updated.

NO，Featuring a high-resilience fiber structure, our cold pillow provides consistent support for over 1,000 nights, unlike other pillows that begin to lose bulk after the first few weeks.

No, the cooling effect is built into the Snoo-cool® fabric and does not rely on chemicals or additives that degrade, ensuring lasting comfort.

The Cooling Comforter dimensions and weight are as follows:

• Twin/TwinXL size measures 68" X 90" and weighs 4.3 lbs
• Full/Queen size measures 90" X 90" and weighs 5.7 lbs
• King/Cali King size measures 106" X 90" and weighs 6.4 lbs

The composition, structure and materials science behind the fabric makes the comforter cooling, super soft and silky smooth yet highly durable.

For washing the Cooling Comforter, we highly suggest:

Washing

• Wash separately on gentle with a neutral pH detergent 
• Cold water and low spin
• Do not bleach
• Do not use fabric softener (the fabric is so soft- you won't need it!)
• Use front loading washing machine if possible

Drying

• Tumble dry on low/no heat or line dry
• Do not use iron
• Do not dry clean

We recommend using a pH neutral and gentle detergent. Here's some recommendations from our Product Team:

• Earth Breeze Laundry Detergent Sheets
• Seventh Generation Concentrated Laundry Detergent, Free & Clear Unscented

For washing our Sheets, Sheet Set and Pillowcases; we highly suggest: 

Washing

• Wash separately on gentle with a neutral pH detergent 
• Cold water and low spin
• Do not bleach
• Do not use fabric softener (the fabric is so soft- you won't need it!)
• Use front loading washing machine if possible

Drying

• Tumble dry on low/no heat or line dry
• Do not use iron
• Do not dry clean

We recommend using a pH neutral and gentle detergent. Here's some recommendations from our Product Team:

• Earth Breeze Laundry Detergent Sheets
• Seventh Generation Concentrated Laundry Detergent, Free & Clear Unscented