FAQs

To arrive in time for December 25th, place your order by December 8th. Orders after that date still ship, but we can't guarantee delivery before Christmas — carrier networks slow down significantly in the final two weeks of December. If you're ordering as a gift and cutting it close, order early rather than hoping.

Once your order ships you'll receive an email with a tracking number and link. Tracking can take 2–4 days to show its first scan while the parcel moves through the initial carrier network — that's normal, not a lost package. If there's no movement after 7 days, email us and we'll chase it.

We accept returns within 30 days of delivery on unused items in their original packaging. Contact us first and we'll send return instructions — please don't ship anything back without reaching out, as unannounced returns can't be traced to your order. Refunds are issued to your original payment method once the return is received. Return shipping is the customer's responsibility unless the item arrived damaged or incorrect.

Email us within 7 days of delivery with your order number and a photo of the damage. We'll send a replacement or a full refund — your choice, no return shipping needed. Holiday deliveries take a beating, and this happens occasionally; we fix it quickly.

We currently ship to the United States. If you're outside the US and want to order, email us — we may be able to arrange it, but delivery times and duties will vary.

Yes, if you contact us within 12 hours of placing it. After that your order is usually already in fulfillment and can't be changed. If you spot a wrong address, email us immediately with your order number — the sooner you reach us, the better the chance we can correct it.

We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), plus Apple Pay, Google Pay and Shop Pay for faster checkout.

Yes. Checkout runs on Shopify's PCI-compliant, SSL-encrypted payment system. Your card details are handled directly by the payment processor — we never see or store them.

Confirmation emails send within minutes of your order. If it hasn't arrived, check your spam and promotions folders first — that's where it lands about 90% of the time. If it's genuinely missing, email us and we'll resend it. It's also possible the email address was mistyped at checkout.

Items ship in our standard protective packaging with no pricing on the outside, so they're safe to send directly to a recipient. We don't offer gift wrapping as a standard option yet — but if you'd like your order gift-ready, email us at support@snowmerry.com with your order number right after checkout and we'll do our best to arrange it. Reach out as early as possible, since we can only make changes before your order enters fulfillment.