How do I contact the Nugget team for help?
The best way to reach us is through this contact form, or by emailing us at firstname.lastname@example.org. 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 email@example.com 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 $49 per Nugget and $39 per Cover Set or Liner Set.
For orders headed to Canada, the shipping cost is $59 for a Nugget and $39 for a Cover Set or Liner Set.
How long can I keep the Nugget compressed in the box after it arrives?
Nuggets can be safely stored in their boxes for up to 8 weeks after delivery, but they don’t like to live there for too long, so 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!
Please note Nuggets that are left in their box longer than 8 weeks from delivery will not be covered by our two-year product warranty, and all returns must be initiated within 15 days of delivery.
I got an email saying that my Nugget 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 via email at firstname.lastname@example.org 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 Nuggets travel to you in a tightly compressed burrito, we ask that you give them 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 sitting idly by.
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.
Will I be charged at the time of ordering or at the time of shipping?
All orders are charged at the time of ordering! Your card will be charged as soon as you place your order.
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.
If your order contains more than one item, you won't be able to cancel through your Account. To cancel an order with more than one item, please email us at email@example.com within 1 hour of placing the order with the subject line "CANCEL Order [Your Order Number]" and 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 Nugget and have an issue, what should I do?
Oh no! Our team takes quality very seriously and we're happy to help.
Every Nugget comes with a limited two-year warranty that covers manufacturing defects like seam tears, zipper issues, etc. If you open your Nugget and find anything amiss, please 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?
Nuggets were made for imagination, relaxation, and everything in between, which means that their zippers, seams, and handles should stand up to everyday use. Nuggets and Cover Sets come with a limited two-year warranty that covers 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 that we can help! It’s our way of saying we don’t just sit on Nugget — we stand behind it.
What is the Print Shop and how does it work?
The Nugget Print Shop is full of fun, colorful, Nugget-themed art for you to shop, download, and print.
Prints are delivered as digital downloads. After purchasing, you’ll be able to instantly download the prints on your order confirmation page and via email. IMPORTANT: We highly recommend downloading and saving the file from a desktop computer rather than a phone or tablet. From there, choose where you want to print (like a local print shop, an online store, Walgreens, etc.), upload your file and voila — your Art Print is ready for its closeup!
Are there any rules for playing with the Nugget?
We know, we know... rules aren't always the most fun, but safety is at the top of our priority list. It's why all of our products go through extensive testing, long before they land on your doorstep. Nuggets make excellent forts, theatrical backdrops, cozy reading nooks, and so many more things that your kiddos will think of before we do... but, like many products for the little ones we love most, they should not be used without adult supervision.
Nuggets are meant for open spaces and should be used with caution on hard surfaces. If your Nuggeteer is extra adventurous, we highly recommend sticking with builds and setups that are low to the ground, as the Nugget is made out of foam and is, by nature, a pliant and lightweight object.
We created the Nugget to give Nuggeteers endless options for open-ended, imaginative play, but we are not responsible or liable for the use of our products outside of our factory.
Still Can't Find The Answer You're Looking For?
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