FAQ
Clear answers about personalization, production, shipping, payment, and support.
How long does an order take?
Name-personalized snowman keepsakes are usually dispatched within 2–3 calendar days. Photo-personalized and custom-designed keepsakes are usually dispatched within 3–6 calendar days. These estimates apply to paid orders with complete personalization details. Calendar days include weekends.
If you request a design preview, we wait for your approval before production. Waiting for approval or additional design changes can extend the estimated dispatch and delivery dates.
Standard shipping to the United States usually takes 7–10 calendar days after dispatch. Product-page delivery estimates include preparation and transit. For Australia, New Zealand and Mexico, please contact us for the current delivery estimate before ordering. See our Shipping Policy for details.
How do I place an order?
Choose a keepsake, add the requested photo, drawing or text, and double-check your details. Add it to your cart to continue through Shopify secure checkout. You can purchase directly without requesting a preview; production can begin once payment and the required details are complete. If you request a free design preview where offered, you can return to the cart to choose a design or request changes. We wait for approval of that requested design before production, even if you pay first.
Can I cancel or change an order?
Contact us within 12 hours of placing the order if you need to request a cancellation or change. After production begins, personalized orders cannot be changed or cancelled.
What if my order arrives damaged or has a spelling error?
Please contact us promptly with your order number and clear photos. We recommend reporting damage within 7 days of delivery, without limiting your statutory rights. We will review the issue and arrange an appropriate remake, replacement or refund.
How much is shipping?
We ship to the United States, Australia, New Zealand and Mexico. For all destinations we ship to, orders of US$69 or more qualify for free standard shipping. For orders below US$69, shipping is estimated in your cart and confirmed at checkout. Charges are converted to your selected currency at checkout.
Can I return a personalized product?
Once production begins, personalized items cannot be returned for a change of mind or errors in customer-provided or approved details, except where required by law. We will help with damage, defects or mistakes by us. Our return and refund policy explains the details.
How are refunds processed?
Eligible refunds are returned to the original payment method. The time for funds to appear depends on the payment provider and your bank.