Shipping policy

Order Processing

We process orders within 0–3 business days (Monday–Friday, excluding major holidays).
Processing time is separate from shipping transit time.

Once your order ships, you will receive an email confirmation with:

Shipping Methods and Estimated Transit Times

We offer three shipping methods:

  • Economy Line: 5–10 business days
  • Express Line: 2–5 business days
  • Priority Express Line: 1–3 business days

These are estimated transit times starting from the day the package is shipped, not the day the order is placed.

What can affect delivery times

A small number of shipments may take longer due to factors like:
Holiday volume (Christmas, New Year, Black Friday), weather, carrier delays, incomplete/incorrect addresses, or limited carrier staffing.

Shipping Rates and Free Shipping

  • We offer free Economy shipping on orders over $60 USD.
  • On orders over $60 USD, the Express 2–5 business days option is typically discounted at checkout.

Tracking Updates

Tracking updates are provided by the carrier. In most cases, you will receive automated updates along the way, including if something looks unusual.
Please note that updates are not guaranteed and can sometimes lag behind the package’s real movement.

Address Responsibility

Customers are fully responsible for entering a complete and correct shipping address at checkout, including apartment/unit numbers where applicable.

Because our fulfillment process is automated, we cannot reliably change the shipping address after an order is placed.

If you check out using PayPal, Apple Pay, Google Pay, or Shop Pay, the shipping address saved in that account may be used automatically. It is the customer’s responsibility to ensure that address is correct before completing the purchase.

Incorrect or incomplete addresses

If an incorrect/incomplete address causes delivery failure, we cannot offer a refund.
As a courtesy, we can offer a replacement shipment, where the customer covers only a shipping and handling fee, and we cover the product cost.

Optional Package Protection 

At checkout, customers may add Package Protection (listed as a digital line item called “Package Protection” on your order confirmation).

Important:

  • Package Protection must be added during checkout.
  • It cannot be added after the order is placed, since it would become a separate order and would not apply to the original shipment.

What Package Protection covers (after we confirm details with you)

Package Protection is designed to help in situations that are common in the USA, such as:

  • Theft after delivery (porch theft)
  • Delivery issues caused by a customer typo (misspelled address)

If you purchased Package Protection and experience one of the covered scenarios, we will work with you and typically send a free replacement shipment after confirming the details.

Cancellations

Orders are processed quickly. For that reason, cancellations are not guaranteed.

In rare cases, we may be able to cancel an order only if it has not been processed yet, meaning it has not been transferred to our fulfillment partner. This status is visible internally and is not the same as “shipped.”

If your order cannot be canceled and you no longer want it after it arrives, you may request a return in line with our Refund Policy.

If your shipment is delayed

If your shipment is taking longer than expected, we’re happy to help.

When tracking is still actively updating

If tracking is moving normally, we typically allow the shipment time to complete as long as it does not exceed 20 business days from the ship date.

When tracking is not updating or shows errors

If tracking shows no meaningful movement, an error, a failure, or if the shipment exceeds 20 business days from the ship date, we will offer a free replacement shipment.

Delivered, but not received

If tracking shows Delivered but you cannot find the package, please contact us as soon as possible so we can help.

We may ask you to:

  • Check around common delivery spots (front door, side door, garage, mailbox area)
  • Check with household members or neighbors
  • Check with reception/mailroom (if applicable)

Proof of delivery photos (when available)

Some carriers provide delivery photos. If we have them, we will share them with you and ask you to confirm whether the location looks like your address.

If the photo appears to match your delivery location, the package is considered delivered. In that case, the most common causes are that someone brought it inside, a mailroom/reception accepted it, or theft after delivery.

If the photo does not match your residence, we can investigate further with you. To resolve this, the customer must be open to communicating with us by email so we can work through the steps together.

Before we can send a free replacement in a “delivered but not received” case where the photo doesn’t match, we may ask you to:

  • Confirm in writing that the shipping address on the order is 100% correct and complete (including apartment/unit number if applicable)
  • Confirm you have checked with any reception/mailroom/front desk (if applicable)
  • In some cases, provide a photo of your entry/door/porch area so we can compare it with the carrier’s delivery photo

Once you’ve followed these steps and it’s clear the delivery photo does not match your residence (or you’ve provided sufficient proof), we will send a free replacement package.

USPS “Delivered” (no delivery photos)

USPS does not always provide delivery photos. If USPS tracking shows Delivered, but you can’t locate the package, please contact us as soon as possible so we can help.

To move forward, the customer must be open to communicating with us by email so we can resolve this together.

Before we can approve any replacement, we will ask you to:

  • Confirm in writing that the shipping address on the order is 100% correct and complete (including apartment/unit number if applicable)
  • Confirm you have checked the mailbox/parcel locker/PO box, and with anyone in the household
  • If you live in an apartment or managed building, confirm you have checked with the mailroom/reception/front desk
  • Confirm you have checked common delivery spots (front door, side door, garage, lobby area)

Once these steps are confirmed and the package still can’t be located, we will send a replacement package:

  • If Package Insurance was purchased: we will send a replacement free of charge.
  • If Package Insurance was not purchased: we will still help with a replacement, where we cover the product cost and the customer covers a samll shipping and handling fee.

Contact

If you have any shipping questions, contact us anytime at:
info@snoresolvers.co