Shipping policy

Last updated: September 7, 2026

Thank you for choosing SnapFig. Each of our personalized 3D figurines is created from customer-submitted photographs and produced specifically for an individual order. This Shipping Policy explains our typical production process, available shipping methods, estimated delivery times and how we handle shipping-related issues.

This Policy applies to orders placed through snapfig.com , unless a different shipping arrangement is clearly displayed for a particular product or destination.

1. Order Processing and Production

SnapFig figurines are personalized and made to order. Products are not ordinarily pre-made or held as finished inventory.

Before placing an order, customers may generate a visual preview through our website to help illustrate the selected style and general appearance. This preview is a visual reference and may not represent every detail of the production-ready 3D model or finished figurine exactly.

After an order is placed and suitable photographs and customization information have been received, our preparation process may include order review, production modeling, reasonable adjustments, production and quality inspection. If additional information or confirmation is needed, we may contact the customer before production proceeds.

These timeframes are estimates rather than guaranteed completion dates. Complex customization, additional revisions, unsuitable photographs, customer response times, additional modeling work, remakes required during quality inspection and peak-season demand may extend production time.

2. Shipping Methods and Rates

Standard shipping is currently free for eligible product orders placed through our website. Faster shipping options may be available for an additional charge.

Expedited and express options may not be available for every destination. The shipping methods and charges available for a particular order will be displayed during checkout. If the price displayed at checkout differs from a general estimate shown in this Policy, the price presented for the selected destination during checkout will apply.

Transit times refer only to the period after the package has been dispatched and do not include order review, production modeling, any additional information or confirmation, production or quality inspection.

3. Estimated Total Delivery Time

The total delivery time generally consists of order review, production modeling, any additional information or confirmation that may be needed, production, quality inspection and shipping transit time.

Total-time estimates assume that suitable photographs and complete customization information have been submitted and that the customer responds to any request for additional information or confirmation without significant delay.

4. Shipping Destinations

We offer shipping to many countries and regions. Available destinations will be shown during checkout and may change based on carrier availability, local restrictions, customs requirements and other operational considerations.

If we are unable to ship to a selected destination, the applicable option may be unavailable during checkout, or we may contact you after the order is placed to discuss an alternative or appropriate refund.

Once an order has completed production and quality inspection, it will be dispatched using an available carrier for the destination.

5. Order Tracking

Once your order has been dispatched, we will generally send a shipping confirmation email containing the available tracking information.

You can track your shipment through the carrier’s official website, 17TRACK , or our Track Your Order page .

Please allow approximately 1–3 business days after receiving the shipping confirmation for tracking information to appear or update in the carrier’s system.

Tracking information is provided by the relevant carrier. Temporary gaps or delays in tracking updates do not necessarily mean that the package has been lost.

6. Duties, Taxes and Import Fees

Customs duties, import taxes, VAT, handling fees or other government and customs charges may apply depending on the destination, order value, shipping method and local regulations.

Unless a charge is expressly included in the amount shown during checkout, applicable import-related charges are generally the responsibility of the recipient. These charges are not controlled by SnapFig and are not included in the product price or shipping fee unless clearly stated otherwise.

Customs authorities may require additional information from the recipient. Customers are responsible for cooperating with reasonable customs clearance requirements. Customs processing may also affect the estimated delivery date.

7. Shipping Address Changes

Please review your shipping address carefully before placing an order. The customer is responsible for providing a complete and accurate recipient name, address, postal code and contact information.

If you notice an error, please contact us as soon as possible at ivan.he@snapfig.com . We will make reasonable efforts to update the information if the order has not reached a stage at which changes are no longer possible.

Once an order has entered production, been transferred for fulfillment or been dispatched, we may be unable to change the shipping address.

If a package cannot be delivered because of an incorrect or incomplete address provided by the customer, the customer may be responsible for reasonable reshipping costs. Additional details are available in our Returns & Refund Policy .

8. Delayed, Lost or Undelivered Packages

If your tracking information has not updated for an extended period, or your package has not arrived by the end of the estimated delivery window, please contact us so that we can review the tracking information and investigate with the carrier where appropriate.

A delayed tracking update does not automatically mean that a shipment has been lost. Whether a package is considered lost may depend on the available tracking information, the carrier’s investigation, the destination and the circumstances of the shipment.

If a package is confirmed lost in transit and the customer provided a complete and accurate shipping address, an appropriate resolution may include a replacement or full refund.

If tracking shows that a package was delivered but you cannot locate it, please check the delivery location, household members, neighbors and the local carrier before contacting us. We will assist with a reasonable review of the available delivery information.

9. Unclaimed and Returned Packages

If a package is unclaimed, refused, returned because of an incorrect address, or returned because the recipient did not complete applicable customs or delivery requirements, please contact us after the tracking status has been updated.

If the package is returned to an available processing location and can reasonably be reshipped, we may offer reshipment after confirming the address. The customer may be responsible for reasonable reshipping charges unless the delivery problem resulted from an error by SnapFig or the carrier.

10. Damaged or Defective Products

If your product arrives damaged or defective, please contact us as soon as reasonably possible. Where possible, we recommend contacting us within 48 hours of delivery so that the condition of the product and packaging can be documented promptly.

Please provide:

1. your order number;
2. clear photographs of the product;
3. photographs of the original packaging; and
4. a description of the issue.

Requests submitted later than 48 hours will be reviewed based on the circumstances, available evidence and applicable law.

Depending on the nature of a verified issue, an appropriate resolution may include a remake, replacement, partial refund or full refund. Minor 3D-printing texture, slight color differences caused by display settings and reasonable handcrafted variations are not ordinarily considered defects by themselves.

For complete eligibility requirements and claim procedures, please review our Returns & Refund Policy and Warranty .

11. Delays Outside Our Reasonable Control

Production or delivery may be delayed by circumstances outside our reasonable control, including:

• severe weather or natural disasters;
• customs inspections or processing delays;
• carrier strikes or operational disruptions;
• transportation network interruptions;
• peak holiday or seasonal demand;
• government restrictions; or
• other events outside our reasonable control.

Delays caused by these circumstances do not ordinarily qualify for a refund by themselves. This does not apply where a package is confirmed lost or where a remedy is required by applicable law.

12. Consumer Rights

Nothing in this Shipping Policy excludes, restricts or modifies any consumer guarantee, warranty, right or remedy that cannot lawfully be excluded, restricted or modified under applicable law.

13. Changes to This Policy

We may update this Shipping Policy from time to time to reflect changes to our shipping services, carrier availability, operational practices or applicable laws.

The revised version will be posted on this page with an updated “Last updated” date. Changes will generally apply prospectively unless otherwise permitted or required by applicable law.

14. Contact Us