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Frequently Asked Questions

Frequently Asked Questions
1. How do I receive a refund for a broken item or a missing package?
2. My package tracking says my package was delivered but I have not received it. What do I do?
3. I did not receive a tracking number for my shipment. How can I receive one?
4. I want to send a gift. How do I do this?
5. My shipping charge seems high. Why is this?
6. How can I receive special discounts or free shipping?
7. What form of payment(s) do you accept?
8. My order was cancelled due to being 'fraudulent'. What does this mean?

 


 

1. How do I receive a refund for a broken item or a missing package?
Whether you purchased online or in-store please email us at SnoopyGift@snoopyshomeice.com or call us at 1-800-959-3385 to start a refund or exchange process.

2. My package tracking says my package was delivered but I have not received it. What do I do?
Please contact us at 800.959.3385 or email us at SnoopyGift@snoopyshomeice.com

We will ask you three questions:
     1. Did you check the porch area, garage and side of the house? It may be hidden.
     2. Did you talk to your neighbors? It may have been delivered to the wrong address.
     3. If it is a USPS package can you talk to your mail carrier? If not, can you contact your local post office? They may be able to find its location.

Once these questions are answered, please email the answers to us so we may include them in the claim we file with the carrier. We must wait 15 days to file the claim.

3. I did not receive a tracking number for my shipment. How can I receive one?
We will send you a tracking number when your order is shipped via email or phone SMS. If you did not receive a tracking number you may contact us and we can re-send this information. If your package’s progress is not being updated by the carrier it may take up to 24 hours, especially on the weekend, for updates to appear. Many times, FedEx and USPS do not scan the package until it arrives at their station.

4. I want to send a gift. How do I do this?
Please make sure you place a message in the Gift Message Box in the Cart (not checkout), so we know it is a gift. We will remove the pricing and insert a nice card.

5. My shipping charge seems high. Why is this?
Please understand some items may come in large boxes and the shipment is subject to extra charges for the dimensions. We will contact you if your order requires an increase in shipping cost.

6. How can I receive special discounts or free shipping?
Please subscribe to our mailing list to receive information about special discounts and free shipping. Discount codes do not stack. If you have a code, please enter it in your Cart before checkout.

7. What form of payment(s) do you accept?
We accept Visa, Mastercard, American Express, Discover, JCB, Elo, Shop Pay, Apple Pay & Google Pay

8. My order was cancelled due to being 'fraudulent'. What does this mean?
Shopify alerts us of possibly fraudulent orders. In these cases we will attempt to call you to confirm the order before shipping your items. If we determine an order to be fraudulent we will cancel the order and refund payment. If your order has been cancelled and you believe it was a mistake please email us at SnoopyGift@snoopyshomeice.com to resolve the issue.