Hi there!

This is where you'll find answers to frequently asked questions about shopping at The Snowman Store. If you don't see the info you're looking for below, let us know. If you're looking for help with one of our games or apps instead, email our support team. 

FAQ

Do you ship internationally?

Yup! All of our products ship worldwide. We only ask that if you do request shipping to an international address, please enter it in English characters. Make sure to include your postal code as well, with proper formatting. 

How much does shipping cost?

Shipping costs vary depending upon your location and the dimensional weight of your order. Most of our products are stored at our fulfillment house in Austin, Texas. The further away you are from that location, and the more items you order, the higher the chance of pricier shipping. In addition, some specialty items require higher freight costs. 

Generally, though, we've tried to keep shipping costs for most orders between ten and twenty dollars. If you're seeing much higher prices during checkout, and don't know why, please reach out - we'd be happy to help. 

What if I'm dinged with added taxes or tariffs?

Unfortunately, different governments often levy additional fees on imported goods as they come into the country. As an external retailer, we aren't able to take responsibility for paying (or charging you upfront for) fees that occur when shipping your order to the address you provide. This includes, but isn't limited to customs, VAT, and tariffs charges. 

Ahh! I messed up my order. Is there any going back?

Don't panic, mistakes happen! First step: tell us as soon as possible. From there, we'll get in touch with our fulfillment house, or the creator of your limited edition item. If they haven't shipped anything out, we'll help you make the necessary adjustments to size or quantity, and process any refunds or added charges. If your items have shipped, that's okay too. We'll work to find the best solution possible.

When will my order arrive?

With most orders, you'll receiving a confirmation email containing a tracking number from our shipping provider, DHL. Within the United States, you'll be able to track your package until it arrives. For international orders, it's likely that your local postal service will take over when it reaches your country. At this point, you'll want to check in with them for more information. If tracking info indicates your order has been lost, or if you haven't received it in a month's time, we're here to help. 

Note: some of our limited edition items are shipped directly by their creators, and may not come with tracking info. Please allow 2-3 weeks for delivery of these items.

What about returns or exchanges?

If any of our products arrive damaged, misprinted, or in a size that's different from what you ordered, please let us know within 90 days and we can provide a refund or, depending on the item, an exchange! When you reach out, please include your order number, some details about what went wrong, and a few photos of the problem. 

I see something I love, but it isn't in my size!

Wherever possible, we've tried to stock wearable items in a wide variety sizes, or offer "one size fits most" variants. With that said, if you don't see your preferred size on the list, let us know via email, or on Facebook or Twitter! If we receive enough requests, we'll happily make more options available.