Currently, we accept Paypal and some credit cards （Visa，Mastercard, AE）. More payment methods will be applied in the near future.
What if I need to modify or cancel my order ?
Immediately after you place your order, we will place your order in the production queue in order to ship it as soon as possible. If you wish to modify or cancel your order, please contact us by email (email@example.com). We will check if your order is already in production. If your order is already in production, we are unable to modify or cancel your order.
I forgot to add a promo code or referral credit. What should I do ?
No worries! Please feel free to get in touch with our customer service team at firstname.lastname@example.org. They will be able to help you to apply the promo code or credit to your order.
I ordered the wrong size/color, or I used the wrong delivery address, how can I change it ?
No worries! We're happy to help you to change your order information. Please feel free to get in touch with our customer service team at email@example.com. They will be able to help you.
Which countries do you ship to ?
We currently ship to most countries and regions around the world. We offer free shipping to most U.S. locations (see below for exceptions). For the locations that we do charge a shipping fee, please check the exact cost during checkout.
Do I pay for shipping ?
Except for select products where indicated, we offer free shipping to the 48 contiguous United States. We charge for shipping to other locations and you can see the calculated shipping cost during checkout.
For international orders, there might be additional duties and taxes to pay upon the arrival of your package. While we will assist you along the process, we have no control over these charges as they are determined by the destination customs.
When can I expect to receive my order ?
Once a product has shipped, you'll receive a tracking number to follow your package as it makes its way to you. It usually takes 1-2 business days for an order to be processed and shipped out, then 3-5 business days for delivery to 48 contiguous states of the US, 5-7 business days for delivery to Canada and 10-15 business days for delivery to other countries.
Please keep in mind that delivery may take longer during/after holidays or abnormal conditions. We recommend keeping a close eye on your order's tracking information. That said, we'll do everything in our power to get your order to you as soon as possible! More detailed information can be viewed in the shipping&delivery policy.
How do I track my order ?
Once you've placed your order, our products typically ship from our warehouse within 1-2 business days. Once a product has shipped, you'll receive a tracking number that you can use to follow your package as it makes its way to you. More detailed information can be viewed in the order tracking.
Can I expedite shipping ?
It usually takes 1-3 business days for an order to process and ship out, then 2-3 business days for delivery to 48 contiguous states. Unfortunately, we cannot expedite orders.
RETURNS & EXCHANGES
What is your return or exchange policy?
We stand behind the quality of our products and are confident you will love them.
If for any reason you are unsatisfied with your product during the 7-night trial period, we’re happy to help troubleshoot or initiate the return or exchange process.
To be eligible for a return or exchange , the product(s) must be clean, undamaged, unwashed, in its original packaging and please postmark your items for return within 7 days of delivery.
More detailed information can be viewed in the return & refund policy.
Do I need to pay for the return shipping ?
Within a 7-day free trial period, we offer free returns for 48 contiguous United States. For orders from Hawaii, Alaska and oversea countries and areas, customers will be responsible for the return shipping. The original order value including the shipping cost will be fully refunded to customers. More detailed information can be viewed in the return & refund policy.
How do I start a return or exchange ?
Customers have the right to request a return within 7 days of delivery of the product. Within 7 days after the arrival of the delivery, if you find a quality problem with the goods, you can initiate a return request to us by sending an email. The email needs to state what kind of quality problem it is and attach pictures. We will reply within 24 hours of receiving your return request and provide you with the most appropriate solution. More detailed information can be viewed in the return & refund policy.
When can I expect a refund for my return ?
For approved returned items, your refund will be processed and applied to your original payment method, which usually takes 3-4 business days. Therefore, refunds usually take about 8-11 business days in total (after your returned item is received).
PRODUCT QUALITY & WARRANTY
My product arrived defective or damaged. What should I do ?
We're so sorry to hear that your product arrived in less than perfect condition! We'd love to help you resolve this issue right away with the help of our Quality Assurance team. They'll need to know a bit of information on your order as well as the issue you're experiencing with your product.
To report your issue, please reach out to our Customer Experience team by emailing us info@Snowcityshop.com with your order number.
What is Snowcityshop’s warranty policy ?
Congratulations on your purchase of the Snowcityshop product. Snowcityshop is committed to providing superior product durability and quality so that you may achieve healthful and comfortable rest. All products sold on Snowcityshop.com are covered by one-year limited warranty. If a product was sold by Snowcityshop, and is defective due to faulty workmanship or materials, Snowcityshop warrants that, at Snowcityshop's option, it will be replaced or repaired at Snowcityshop's charge.
What does the Snowcityshop one-year limited warranty cover ?
The Snowcityshop one-year limited warranty policy covers all products sold on Snowcityshop’s official website Snowcityshop.com or a Snowcityshop authorized retailer.
If your concern is not covered in the above answers, please feel free to contact us via inbox, email, or calling. Our staff will get back to you within 6 hours.