1. What is your return policy?
We offer a 30-day return policy to our customers. Items must be defective or damaged to qualify for a return. Please ensure that all returns are sent via certified mail and include the original packaging and invoice. For more details, please refer to our Return & Refund Policy.
2. How do I request a return?
To request a return, please follow these steps:
- Submit a return request within 30 days after receiving your goods.
- Take clear photos/videos of the product and its packaging, including the QR code/Cover Package.
- Email us at [email protected], stating your reason for a replacement/refund and attaching the photos/videos.
- We will respond within 24 hours with further instructions.
3. Who pays for the return shipping costs?
You are responsible for paying the shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. However, if an item is damaged or defective, we will refund the entire initial amount you paid, but you will still be responsible for the return shipping cost.
4. How long does it take to receive a refund?
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. For PayPal, the money will be refunded immediately after we confirm via email. For debit/credit cards, the refund amount will show in your account within 5 to 10 days depending on your bank.
5. What should I do if I haven’t received my refund?
If it has been more than 10 business days since we approved your refund and you still have not received your money, please contact us either by emailing us at [email protected].
6. Can I cancel or change my order?
If you cancel your order within 12 hours of placing it, you may be able to change or cancel the order. Please contact us by emailing us at [email protected]. After 12 hours, you will lose the right to cancel the order as it will have already been processed for shipping.
7. What if my order is not fulfilled?
If we are unable to fulfill your order, we will notify you as soon as possible. Upon your confirmation, we will issue a full refund to your original method of payment.
8. What should I do if I haven’t received my parcel within 15 days?
If you haven’t received your parcel within 15 days, please contact the shipping courier with your tracking code. If you need further assistance or have any unanswered questions, please contact our team via email at [email protected].
9. How do exchanges work?
We only exchange items if they are the wrong item or defective. If you consider that a product is defective, please promptly contact us at [email protected] with details of the product and the defect.
10. What are the shipping charges and delivery times?
| Shipping Type | Shipping Time | Shipping Cost |
| Free Shipping | 10-15 Business days | Price Based on Conditions |
| Standard Shipping | 10-15 Business days | Price Based on Conditions |
11. What is the shipment processing time?
All orders are processed within 2-3 business days. Shipping time will depend on locations, availability of the item, and local jurisdiction regulations. Orders are not shipped or delivered on weekends or holidays.
12. What should I do if my tracking says “No Information Available at the Moment”?
It’s not uncommon for no tracking information to show until your package has been scanned in by the respective carriers. It might remain “blank” for up to a week after you receive your tracking link. If your order was placed more than a week ago and there is still no information on your tracking number, please contact us.
13. What happens if my order is damaged during shipping?
snowzalea.com is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filing a claim.
14. Are there any restrictions on return shipment?
Our delivery partners will only accept snowzalea.com articles that are returned in their original packaging. Please do not include any other items in the package as these could violate shipping regulations, and your return may then not be accepted by our delivery partner/us.
15. Who is responsible for customs, duties, and taxes?
snowzalea.com is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.). Import taxes, duties, and related customs fees may be charged once your order arrives at its final destination, determined by your local customs office. Payment of these charges and taxes is your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
16. What happens if I provide the wrong address?
If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. In some cases, the order had arrived at the nearest post office to the buyer’s location because of insufficient address. Buyers can contact a nearby post office or reach out to pick up their order.
Contact Information:
- Email support: [email protected]
- Working Hours: 9am – 5pm EST, Monday – Friday