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Frequently Asked Questions

ORDER ISSUES

My order shipped but I need to change the address.

So sorry for the issue! If your package returns to us due to an incorrect address, it will be cancelled and partially refunded (our sales team will decide the percentage). You will be notified if this happens.

Can I change the billing address for my order?

Oops! Unfortunately, we are unable to edit the billing address once an order has been placed. Not to worry! It appears that you were able to successfully place your order. As long as your shipping address is correct, you will be able to receive your order!

Can I change the email address to my order?

Yes! Please email our Customer Care team at support@snowpori.com with your order number, original email address, and the updated email address so that we may make the changes for you. Once your email address has been updated, we can resend your order confirmation and/or shipping confirmation emails to the updated address.

Can I modify my order after I’ve placed it?

No, unfortunately we cannot modify orders once they have been placed. All sales are final. So sorry for any inconvenience!

Can I cancel my order after I’ve placed it?

Unfortunately, no. Once an order is placed, we are unable to cancel or modify the order. All sales are final. So sorry for any inconvenience!

I received a package, but it wasn’t my order.

We’re so sorry for the mix up with your order! Please email our Customer Care team at support@snowpori.com with your order number and pictures of the following: the stamped initial/number on the outside of your envelope or box, the order packing slip with the stamped initial visible, and a picture of the products you did receive. Please note that all order issues must be reported within 35 days of delivery. We’ll get your order sent out asap!

I received the wrong item.

We’re so sorry for the mix up with your order! Please email our Customer Care team at support@snowpori.com with your order number, a picture of the incorrect items you received, and a picture of the packing slip with the stamped initial visible. Please note that all order issues must be reported within 35 days of delivery. We will get back to you asap!

I am missing item(s) in my order.

Oh no! Please email our Customer Care team at support@snowpori.com within 35 days of delivery with your order number and a list of the missing babies. Please make sure to include a photo of the items you did receive and a picture of your packing slip with the stamped initial visible. We will get back to you asap!

Can I change the shipping address for my order?

Oh no! Please email our Customer Care team at support@snowpori.com

I received broken item(s) in my order.

Oh no! Your package must have had an extra bumpy ride! Please email our Customer Care team support@snowpori.com within 35 days of delivery with your order number, the names of the broken babies, and a photo of the damaged items. We will get back to you asap!

I received my package and have a problem!

Oh no! We do our best to get your order to you in perfect condition, but we understand that mistakes can happen. As we adore our clients, your complete satisfaction is our top priority and we will gladly assist you with any issues with your order. Please contact our Customer Care team at support@snowpori.com within 35 days of delivery so that we may help you further. Please note that you may be required to provide photos of your goodies.

PAYMENTS, PROMOS & GIFT VOUCHERS

Free items!

Everyone loves free stuff, and we love offering promotions and freebie goodies from time to time! Because they’re free, these items are available in extremely limited quantities and are not eligible for replacement or credit of any kind.

Do discount codes expire?

While some things last forever, our discount codes do not. All discount codes will come with an expiration date at the time that they are issued, so that you can plan your shopping date accordingly! Please keep in mind that discount codes cannot be combined with any other offers that may be live on our site at the time that your order is placed.

How do I get my promo code? (subscription code)

Once you subscribe to our newsletter, your welcome coupon code will be emailed to you! Please check your spam folder if you do not find it in your inbox. Your coupon will expire 7 days (usually) from the day it is issued, and cannot be combined with any other offers that may be live on our site at the time that your order is placed. Please keep in mind that you must be a brand new customer to be eligible for our welcome coupon code! This code is provided one-time only.

Can I purchase a gift card for SnowPori?

Unfortunately, we do not currently offer gift cards. But, be sure to subscribe to our newsletter just in case we decide to offer this option in the future!

How can I pay for my order?

We accept all major credit cards (via Stripe) as well as PayPal.

Why Isn’t My Promo Code Working?

We recommend copying and pasting your exact code into the coupon box to apply your discount. Keep in mind that promo codes cannot be combined, nor can they be applied towards shipping. They typically cannot be used during promotions as well, so double check the fine print when a promotion is live to be sure!

Can I combine coupon codes on my order?

Unfortunately, coupon codes cannot be combined, nor can multiple codes be applied to a single order. Coupon codes cannot be combined with any other offers that may be live on our site at the time that your order is placed. Always make sure to review your order summary prior to completing checkout to make sure you are snagging the best deal for your goodies!

Do you offer a rewards/loyalty program?

Unfortunately, we do not have a rewards or loyalty program at this time. Thank you for your interest!

How do I use PayPal to pay for my order?

Once you are prompted to enter your payment information during checkout, please select the PayPal option, shown below: You will be redirected to PayPal to complete your order at this time.

Subscribed to your newsletter but never got code

Once you subscribe to our newsletter, you will receive an email asking you to confirm your subscription. You will receive your coupon code in a second email once your subscription is confirmed! Please check your spam/junk folder if you do not find it in your inbox. Your coupon will expire 7 days (usually) from the day it is issued.

How can I view my order status without an account?

Unfortunately, you must be logged into an account when placing your order to be able to view the status of your order. Not to worry, though! All order updates, including confirmation and shipping emails, will be sent to the email address used to place to the order (most of the time).

Do I have to create a SnowPori account to shop?

An account is not required in order to shop from our site! But we do recommend that you create an account, as it makes it easy to check on the status of an order and gives you access to your full order history. You can also save your shipping information for a quicker checkout experience!

Can I get a refund if the price has changed?

Unfortunately, we are unable to honor any promotions for orders placed outside of the promotional time frame as this would be unfair to the rest of our customers. We’re so sorry for any inconvenience, and appreciate your understanding!

Will I be charged International Bank Fees?

When placing an order, the final total you see during checkout is in USD or EURO or other currencies. Once your bank pulls the funds, they will account for the current exchange rate. Your bank may or may not charge additional fees for international transactions. Please reach out to your bank for more information on any additional charges/fees!

Do you offer samples of your products?

Due to the low cost nature of our products we do not currently send samples. Thank you for your interest!

It looks like you charged me twice for my order.

If your credit card was declined when you first tried to place your order, you’ll see a pending transaction in your account. Don’t fret! We do not capture funds for declined transactions, and this charge will automatically drop off your statement within a few business days.

DELIVERY

When will my order ship?

Our products usually – key word usually – ship within 2-7 BUSINESS days (business days do NOT include weekends or holidays)! However, if we have some crazy promotion or a new launch, orders may take a bit longer to process, so be patient my friend!! Once your order has shipped, you will receive a shipping confirmation via email with a tracking number (most of the time).

My package says delivered, but I didn’t receive it.

Sometimes courier tracking information can be incorrect, and packages are marked as delivered before they arrive – oops! Your package will most likely be delivered within a few days, but it’s great to check with your neighbours and/or post office for more information in the meantime!

How are shipping rates calculated?

We offer free shipping for most of our products!All international orders are subject to customs and duty fees as defined by the country of import. Customs and duty fees are not included in your SnowPori order and/or shipping total. SnowPori is not responsible for fees associated with import. All fees must be paid by the parcel recipient. Please note, SnowPori is not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from a courier to the local carrier in your country or air and ground transportation strikes or delays.

VAT is not collected by SnowPori

You are responsible for Vat and customs according to your country’s rules.

Do you combine orders?

No. We usually do not combine orders.

Why is my order unfulfilled?

No need to worry, unfulfilled just means your order is processing and has not yet shipped! Once your order ships, it will be marked as Fulfilled/Shipped. You'll receive an email with tracking once this happens!

My international tracking is not updating.

We're so sorry for the delay with your package! Although tracking does not indicate this, we can assure you that your package is still in transit to you. Please note that international orders typically take 7 to 35 full business days to be delivered. Business days do not include weekends, or holidays. In the meantime, here are some things that might help you locate your package: If tracking indicates that your package is in your destination country.

Can I have my order delivered to a PO Box address?

No.

Can my parcel be redirected to a different address?

Once your order ships, we are unable to make any changes to the shipping address. If your package returns to us due to an incorrect address, it will be cancelled and refunded. We will notify you if this happens!

Will my package be charged customs?

All international orders are subject to customs and duty fees as defined by the country of import. Unfortunately, we are unable to provide information on whether you may or may not be charged customs/duty fees. Duties will be determined by the country of import upon arrival of your order based off product value.

Delivery and Returns Delays

We do our very best to process and ship your order as quickly as possible; however once your order is transferred to a courier, it may encounter delays during its journey to you. The same is true for orders determined to be undeliverable by courier and returned to our place. Please note, SnowPori is not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from the local carrier in your country.

How do I track the delivery of my order?

You are so close to receiving your goodies! Once your order ships, you will receive an email with a tracking number that you can use to follow your package’s journey to you. If you have an account with us, you can also access the tracking number for your order there, once it becomes available. You can locate this information under your Account Details, where your full order history is accessible.

What should I do if my order hasn’t been delivered?

We’re so excited for you to receive your order! If your order is shipping to a domestic address, shipping typically takes 2-7 business days. If shipping internationally, shipping may take 7-35 business days. Please note that business days do not include weekends or holidays! We recommend reaching out to courier and/or your local post office for more information on the status of your order. If your order has exceeded typical shipping times, please email our Customer Care at support@snowpori.com

What countries do you ship to?

We happily ship more than 33 countries!

My order shipped, when will it get to my house?

It can take up to 7 - 35 business days altogether including ‘order shipped.’

PAYMENT

What Payment Methods Are Accepted?

We accept all major cards (credit and debit). We also accept PayPal payment.

Is Buying On SnowPori Safe?

Yes. We process payment via PayPal, Stripe, and 2checkout. These companies are world famous for secure payment.

RETURNS & REFUNDS

Return Policy

Yes, we offer 21 days return if the item has a problem.

What is your International Returns address?

Return address: Ruusuvuorenkuja 3, F 57, Vantaa- 01450, Finland.

I need my refund redirected to a different account

So sorry about this issue! Unfortunately, we are only able to issue a refund to the original point of purchase for the order. Please reach out to your bank for more information on how to reroute the funds to the correct account. In some special cases, we may refund to direct bank account.

Courier or USPS courier marked my package as undeliverable. What now?

Oh no! If your package is determined to be undeliverable by USPS, it will be returned to our place. Once we physically receive your package and confirm that it was undeliverable, we will issue a full refund for your order. You will be notified when this happens! Unfortunately, we are unable to re-ship orders that are returned to us.

Can I return my gift for a different item?

We’re so sorry to hear that you are unhappy with your products! Unfortunately, due to the low-cost nature of our products we have a no return, refund, or exchange policy. We apologize for any inconvenience this may cause!

Can I get a refund?

You will receive a full refund if you don't receive the item! You need to contact customer support for a refund. Refund process can take 3-14 days. You can also get a partial refund if the product has a problem or broken. You need to send the item back to Ruusuvuorenkuja 3, F 57, Vantaa- 01450, Finland.

PRODUCTS & STOCK

When is the out of stock products restocking?

Oh no! Please sign up for our newsletter to be the first to hear about any restocks! We also announce restock dates via social media.

Do you offer a wholesale discount for bulk buying?

So sorry! Unfortunately, we do not currently sell wholesale nor do we authorize the resale of our products. Thank you for your interest!

Does SnowPori have any giveaways?

Everyone loves free things! You can always check out our social media for information regarding giveaways, as well as new launches, promotions, and restocks.

Where can I purchase your products?

Our products are currently sold on snowpori.com

TECHNICAL

Do you have a phone number I can contact?

We recommend taking a look around our Help Centre to find answers to your questions/concerns. If you can’t find what you’re looking for or need help regarding your order, our Customer Care team will be more than happy to assist you! Please send us email: support@snowpori.com Or Call us: UTC+2 (14.00 - 16.00) +358 46 585 2993

Delayed order confirmation emails

Confirmation emails are typically received shortly after an order is placed. If you do not receive your confirmation email right away, however, don’t fret! Your confirmation email might experience a delay if your order was placed during a period of high order volumes, such as an exciting new launch or promotion. If you have not received your confirmation email within 24 hours after your order is placed, please email our Customer Care team at support@snowpori.com

How can I unsubscribe from your emails/newsletters?

You can unsubscribe from our emails by scrolling down into a previous email we've sent you and select unsubscribe. This will remove you from our mailing list! If you change your mind later, you can still subscribe to our newsletters by signing up on our website or contacting our Customer Care Team! at support@snowpori.com

I'm having trouble signing into my account.

If you received a message that says “Invalid login credentials,” this means your email address/password wasn’t recognized by our system. No worries! We can fix this! Double check to see if you’re using the same email address and password you registered with. If you can’t remember your password, click on the “forgotten password” link. It will ask for your email address and we’ll send you an email with a link that will let you create a new password.

How can I search for items on the website?

We know all of the glitter and sparkle on our page may be a bit overwhelming, but we promise that we have tools in place to make navigation a breeze! If you’re interested in browsing our products by category, you can do so from the SnowPori homepage, under our “All Categories” dropdown menu!

How do I close my account with SnowPori?

Oh no, we're sorry to see you go! You can unsubscribe from our emails by scrolling down into a previous email we've sent you and select unsubscribe. This will remove you from our mailing list!
We’re Here to Help! Contact us:

contact@snowpori.com

Call us: UTC+2 (14.00 – 16.00) +358 46 585 2993

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