HELP CENTER
How Can We Help?
Find quick answers about creating your SnapFig, managing your order, shipping, payments and more.
Try keywords such as upload, refund, shipping or payment.
ORDERING & CUSTOMIZATION
Before You Place Your Order
Find answers about uploading photos, generating your 3D model preview, adding items to your cart and completing checkout.
7 questions
Why can’t I upload my photos?
Please try the following steps:
- Check for alerts: Look for any pop-up message that may explain the issue.
- Check your device and connection: On a computer, try another browser. On a mobile device, make sure your internet connection is stable.
- Confirm the file format: Upload a JPG or PNG file. PDF files are not supported.
- Try another photo: A different image may upload successfully.
- Contact Customer Support: Reach out to us if the issue continues.
Can I preview my design before placing an order?
Yes. Upload your photos, choose Cartoon or Realistic, complete the remaining options, and click Generate 3D model. Your 3D model preview is usually ready in about one minute, although generation time may vary slightly.
Why can’t I add an item to my cart?
Make sure you have uploaded the required photos, completed every required field, and selected either Cartoon or Realistic. If everything is complete, refresh the page and check your internet connection before trying again.
Why can’t I proceed to checkout?
Please try these quick checks:
- Remove any unavailable or out-of-stock items from your cart.
- Complete all required shipping address and delivery fields.
- Try another browser and confirm that your device date and time are correct.
- Contact Customer Support if the issue continues.
How can I get a discount or coupon code?
Subscribe to the SnapFig newsletter to receive news about special offers, promotions and new products. You can also check the website for any current offers before placing your order.
What material are the figures made of?
The SnapFig figures use the photosensitive resin. The material is solid, has a premium matte texture, and is durable for display.
How should I care for my 3D figure?
- Handle with Care: Resin is brittle. Avoid drops or impacts to prevent chipping or breakage.
- Avoid Sunlight: Prolonged UV exposure causes expansion, cracking, and discoloration. Display away from direct sunlight.
- No Alcohol Cleaning: Alcohol dissolves surface paint and resin. Dust gently with a soft, dry brush only.
ORDER STATUS & CHANGES
Managing Your Order
Check order updates, understand each status and learn what to do if you need to change or cancel an order.
6 questions
Why haven’t I received any emails after placing my order?
Please check your spam or junk folder first. We recommend using your primary email address when ordering and adding SnapFig to your safe-sender list so that order confirmations and updates reach you.
Does a payment confirmation mean my order has shipped?
Not yet. A payment confirmation only means that your payment was successful. Your order still needs to be processed, created and prepared for shipment. We will email you a tracking number once the package leaves our facility.
Why does my order still show as Pending after payment?
After payment is completed, the order status should normally change to Processing and remain there until the order ships. If it continues to show Pending, please contact Customer Support and provide your order number.
How can I change or cancel an order after submitting it?
Please contact Customer Support as soon as possible. Because personalized orders move into production quickly, changes or cancellations may not be possible once production or fulfillment has started.
Can I cancel my order and receive a refund?
Cancellation refunds depend on how soon we receive your request:
- Within 24 hours: 100% refund.
- Between 24 and 48 hours: 80% refund.
- Between 48 and 120 hours: 50% refund.
- After shipment: The order can no longer be cancelled or refunded because it is personalized and already in transit.
Please contact Customer Support immediately if you need to cancel.
How can I check my order information?
Sign in to your SnapFig account and open the Track Orders area to review your order details. Your order number is the same as your invoice ID, so please keep it available when contacting Customer Support.
After shipping begins, you can also enter the tracking number shown in your order details on the SnapFig tracking page.
SHIPPING & DELIVERY
From Our Studio to Your Door
Find shipping rates, estimated delivery times, tracking guidance and help with delayed or missing packages.
Custom production
6–10 business days
Standard US shipping
Usually 8–12 days
Shipping rate
Free over $79
Do you ship worldwide?
Yes, SnapFig ships worldwide. If your country is not available at checkout, please contact Customer Support. Local taxes, import duties and customs fees are the customer’s responsibility.
How much is shipping?
Orders over $79 qualify for free shipping. Orders under $79 are charged a flat shipping fee of $12.99.
How long will delivery take?
Total delivery time includes production and shipping:
- Custom production: 6–10 business days.
- Standard US shipping: Usually 8–12 days.
- Estimated total: Around 14–22 days.
These estimates do not include customs delays, weekends, holidays or other unforeseen circumstances. Because every personalized figurine goes through quality control, an occasional remake may add a little extra time. Orders lost because of incorrect shipping information are the customer’s responsibility.
How can I track my order?
Once your order ships, we will email you a tracking number. Open the SnapFig Track Order page, enter that tracking number and select Track to view the latest delivery updates.
What should I do if my tracking information is not updating?
Tracking updates can sometimes be delayed even while a package is moving. Please check again later. If there has been no update for more than seven days, contact Customer Support and provide your order number and tracking number.
What should I do if my package does not arrive?
First, check the tracking information. If the estimated delivery date has passed, contact the local carrier using your tracking number and then contact SnapFig Customer Support.
If the package is confirmed lost and the shipping address you provided was correct, we will offer a free replacement or a refund. Packages lost because of an incorrect or incomplete address are the customer’s responsibility.
PAYMENT & REFUNDS
Payment Help and Refund Timing
Learn about accepted payment methods, failed payments, refund processing and how SnapFig protects your information.
4 questions
Why did my payment fail?
A payment may fail because of insufficient funds, an authorization issue, incorrect billing information or an expired card. Please review your payment details and try again, or contact your card issuer for assistance.
If you still cannot complete the payment, contact Customer Support and include your name, email address and order number, if available.
How long does it take to receive my refund?
After your cancellation is confirmed, SnapFig usually processes the refund within 24–48 hours. The time it takes for the funds to appear in your account depends on your bank, card issuer or payment provider.
What payment methods do you accept?
SnapFig accepts major credit and debit cards as well as PayPal. Cash on delivery and bank transfers are not currently available.
Is it safe to pay online?
Yes. SnapFig uses secure, encrypted checkout technology to help protect your personal and payment information during checkout.
STILL NEED HELP?
We’re Here to Help You Figure It Out
Can’t find the answer you need? Reach out to our support team and we’ll help with your order, photos or delivery.
Please include your order number when contacting us about an existing order.
