Shipping policy

Shipping costs

Every Snowhollow order ships with tracking. Shipping is free in the United States and free everywhere on orders of $110 or more (for example, 2 sets). For a single set to other countries, tracked shipping is $19.95. The exact cost is shown at checkout before you pay.

Where we ship

We ship to the United States (including Puerto Rico), Canada, Australia, the United Kingdom and the European Union. If your country is not available at checkout, we are not yet shipping there.

We cannot deliver to freight forwarders.

How long it takes

• Order processing: 1–2 business days. This is when your order is picked, packed and handed to the carrier.
• Delivery: 7–15 business days in total from the day you order.

Snowhollow ships from our overseas fulfilment partner's warehouse, which is why delivery takes longer than a domestic retailer. We would rather tell you that plainly on this page than have you wonder where your parcel is on day nine. The trade-off is the price: shipping direct is how the same hardware costs what it does here instead of what it costs in a store.

Christmas delivery

Order by December 5th to be confident your garland is up for Christmas. Orders placed after that date will still ship, but we cannot promise they arrive before December 25th, and this is the one promise we will not make loosely.

Tracking, and what the early statuses mean

You will get a confirmation email as soon as you order, and a second email with a tracking number once your order is dispatched.

The first status you see is usually "Received message" or "Label created". That means your parcel has been registered with the carrier and is queued for collection at our fulfilment centre. It is normal for it to sit on that status for up to 5 business days before the first physical scan appears, particularly over weekends and Chinese public holidays. It does not mean your order has not been prepared.

If your tracking has not moved past that first status after 7 business days, email us at support@snowhollow.shop with your order number. We will chase the carrier and tell you exactly what we find.

Lost your tracking email? Check your spam folder, then email us with your order number and we will resend it.

Duties and import fees

For orders delivered within the United States, the price you pay at checkout is the full price and there is nothing further to pay on delivery.

For orders delivered outside the United States, we ship on a delivered-duty-paid basis wherever our carrier supports it, and in the large majority of cases you will not be asked for anything. Customs authorities can occasionally assess a charge we cannot pre-pay. If that happens to you, pay it, send us the receipt at support@snowhollow.shop, and we will reimburse you in full. You will not be out of pocket.

Wrong or incomplete address

Please check your address at checkout, including the country, state or province and postcode. If you spot a mistake, email us within 12 hours and we will usually be able to correct it before dispatch.

If the address on your order is incomplete or does not match a real deliverable location, our fulfilment centre will hold the parcel and we will email you to confirm the correct details. Once a parcel has shipped to an address you provided, we cannot reroute it in transit, but a parcel returned to the warehouse as undeliverable can be reshipped once you confirm a correct address, or refunded.

If your parcel is late

If 20 business days have passed since dispatch and your tracking has not updated, email us with your order number. We will chase the carrier, and if the parcel cannot be located we will send a replacement or refund you in full. You do not need to have bought Shipping Protection for us to do this.

Shipping Protection

Shipping Protection is an optional add-on. If you choose it and your parcel is lost, stolen after delivery or damaged in transit, we replace it immediately on your word, with no investigation period and no carrier claim to wait on. It is a speed and convenience upgrade, not the difference between being covered and not being covered — the paragraph above applies to every order either way.

The fee is non-refundable once an order has shipped, except when the whole order is refunded.

Questions

Email support@snowhollow.shop and a person will answer within one business day.