Frequently Asked Questions

How do I contact the Nugget team for help?

The best way to reach us is through this contact form. We’re still a small team, so to serve as many customers as thoroughly as possible, we don’t take phone calls. Please make sure to add to your contacts, and check your spam folder and any active mail filters to ensure that you receive our response! 

If there are any issues with your order, please reach out to us within one hour of placing the order.

Where do you ship?

We ship from our factory in Butner, North Carolina to all 50 United States — including Alaska and Hawaii — as well as to Canada. At this time, we don't ship to APO's and U.S. Territories, including the USVI, Guam, and Puerto Rico.

Is shipping really free?

To the entire contiguous United States, yes!

For non-contiguous U.S. states (Alaska and Hawaii) we have an additional shipping cost of $69 per Nugget or Chunk and $19 per Cover Set or Liner Set. 

For orders headed to Canada, shipping is $69 per Nugget or Chunk and $39 per Cover Set or Liner Set.

How long can I leave products in the box after they arrive?

The Nugget can be stored in its box for up to 8 weeks after delivery, but the sooner you can unbox, the better. The Nugget travels to you tightly compressed and wrapped up like a foam burrito — but the longer it’s in there, the longer it will take to pop back to form and un-wrinkle, so we recommend opening your box shortly after it lands on your front doorstep!

Chunk ships uncompressed and can be left in the box as long as you’d like, but must be stored in a climate-controlled environment

Please note that any compressed Nugget left in the box longer than 8 weeks from delivery will not be covered by our product warranty, and all unopened returns must be initiated within 30 days of delivery.

I got an email saying my package was delivered, but I haven’t received it yet — what do I do?

Oh no! Start by checking all around your house — sometimes delivery drivers leave packages in different places. If you don't see it, check with nearby neighbors to see if they may have received your big orange box by mistake! If you aren't able to locate it, please reach out to us through our contact form within 48 hours so we can help with next steps. If a missing package isn't reported within 48 hours of a marked delivery, we may not be able to assist.

How long will it take my Nugget to expand after I open it?

Because the Nugget travels to you in a tightly compressed burrito, we ask that you give it one to two weeks after opening to fully fluff back to form. Foam is super malleable, so it's not uncommon for it to look a little wrinkly and smushed in certain places right after opening. However, it is 100% ready to be played with! We've found that having your kiddos play with the Nugget helps the foam find its original shape faster than it would otherwise.

If I order multiple items, will they ship at the same time?

Due to many manufacturing and operational variables, we can't guarantee that all items in your order will ship at the same time. In fact, it's more likely that the items in your order will ship at different times. Not to worry, though — we'll get your entire order out as quickly as possible, and you'll receive a shipping confirmation email with a tracking link as soon as each item leaves our factory.

Can I cancel my order?

If you've changed your mind about your order, please log into your account and click into the specific order you'd like to cancel. As long as your order hasn't shipped yet, a "Cancel Order" button will be available in the upper left side of the screen.

To cancel an order with more than one item, please fill out a contact form request within one hour of placing the order, making sure to select “Cancellations” on the form. Our customer team will get back to you ASAP.

Please note that it may take a few minutes for your order to appear in your account after placing your order. Cancellations cannot be reversed. Once a cancellation is processed, the funds will be released immediately, but may take 3-10 days for the credit to post to your account.

I just opened my package, and I have an issue, what should I do?

Our team takes quality very seriously and we're happy to help.

Every product comes with a limited warranty that covers manufacturing defects like seam tears, zipper issues, etc. If you open your item and find anything amiss, please take a photo of the concern, fill out our contact form, and our team will get back to you ASAP. 

Please note that the following concerns must be reported within 48 hours of receipt of the product: 

  • Damaged or soiled product from transit
  • Missing items
  • Color mix up
  • Major damage like stains, rips, or punctures
Is there a product guarantee?

Our products were made for imagination, relaxation, and everything in between, which means that their zippers, seams, and handles should stand up to everyday use. Each product comes with a limited warranty that covers certain manufacturing defects that functionally impair the look or use of your product. You can read our full warranty here.

If you come across a defect, please send 2-3 pictures of the issue through this form so we can help! It’s our way of saying we don’t just sit on Nugget products — we stand behind them.

Are there any rules for playing with Nugget products?

We know, we know... no one likes rules, but safety is at the top of our priority list — it’s why all our products go through extensive testing, long before landing on your doorstep. So, consider this the Playtime Playbook:

Adventure Zone: The Nugget is for kids (and kids-at-heart) that are 1+ years old, and Chunk is for ages 3+ years old — our products are for exploration and adventure and are not for sleeping!

Keep it Light: There should never be heavy items on top of Nugget products when someone is inside or underneath. 

Stay Open: Push it, move it, roll it from the living room to the playroom to the kid’s room — just keep play in open spaces, not on or around stairs, and use with caution on hard surfaces.

For more on proper use, please visit our Safe and Proper Use Manual.

Still Can't Find The Answer You're Looking For?

Reach out to us and we'll be happy to help!