Shopping
Order Status
You can check the status of your orders by contacting customer service by e-mail to info@snoform.com or by phone at 416-533-3141.
Payment Options
Snöform accepts payments for purchases in the form of credit card, personal cheque, money order, cashier's cheque or certified bank cheque.
Credit Card
Cheques and Money Orders(sent through the mail)Snöform also accepts personal cheques, orders, cashier's cheques, or certified bank cheques denominated in U.S. or Canadian dollars as payment for all orders. Cheques must be drawn on a U.S. or Canadian bank and have the customer's name and address imprinted on the cheque front, with a valid nine-digit bank routing number (ABA code) located at the bottom of the cheque. "Temporary" or counter cheques are not acceptable. Please make your cheque payable to Snöform Imports Inc. and mail to:
Snöform Imports Inc.
3-1750 The Queensway, Suite 1401
Toronto, Ontario Canada M9C 5H5
Please Note: If you pay by personal cheque, money order, cashier's cheque, or certified bank cheque, the shipment of your order will be delayed since we must wait for receipt of the cheque and for the funds to clear before we can ship your merchandise. Paying by any of the above methods typically delays your order about 5 to 15 business days from the day we receive your cheque. Dishonored cheques will be assessed a fee of $20.00 or the maximum allowed by law.
Taxes
Since Snöform is based in Ontario, Canada all orders shipped within Canada will be charged 5% GST, or 15% HST for orders shipped to New Brunswick, Nova Scotia or Newfoundland. In addition, residents of Ontario will be charged 8% PST on the order total. To customers residing the United States no additional taxes will be charged by Snöform, but please be aware that, if applicable, the taxing authorities in your state may charge you a "use" tax on your out-of-state internet and/or catalog purchases. While it is not the responsibility of Snöform to charge or collect this "use" tax from you at this time, we are alerting our customers regarding this possibility as a courtesy. If you require further information on this issue, we suggest you contact the tax authorities in your state directly.
Order Processing
Most orders for in-stock items may begin to be processed as soon as your online purchase is completed. Snöform offers same day shipping on many orders for in-stock merchandise if we receive and process your credit card order before 3:00 pm EST Monday through Friday. Credit card orders for in-stock merchandise received after 3:00 p.m. EST Friday, on a weekend day or a holiday will begin processing the next business day.
Merchandise not available for same day shipping usually ships within two business days after your credit card order has processed. Please note that overnight delivery on credit card orders for in-stock merchandise processed before 3:00 p.m. PST on Fridays will be shipped on Monday as the next business day unless you select Saturday delivery for an additional charge when available. Please consult with your Sales Associate for details.
Shipping
Canadian and US Shipments
Snöform is proud to offer free ground shipping by Canada Post/US Postal Service parcel post on all orders to all destinations in the US and Canada. Delivery time is usually five 5 to 10 business days from the time your package leaves our warehouse. Shipping by more expedient means may be available for additional costt, and can be coordinated by contacting Customer Service. The costs of these shipping means will be determined on a case by case basis. Customers will be charged a fee of $10 to reroute a package once it has been released to our carriers.
International Shipments
Snöform can ship orders via international postal or courier services. The shiping costs for such orders will be determined on a case by case basis.
Please note: International orders may be subject to additional handling charges, higher shipping rates, and applicable customs, import duties and taxes, which are the sole responsibility of the customer. The customer will be charged for these fees prior to shipment. Snöform uses best efforts to calculate these fees in advance as a convenience to our customers; however, any shortages in shipping, handling or customs duty fees after merchandise has shipped will be charged to the customer's credit card or invoiced to the customer and collected by the carrier at time of delivery (C.O.D.). These fees are non-refundable in the event the merchandise is returned to Snöform for any reason.
Since customs policies vary widely from country to country, we urge our international customers to contact their local customs office for further information.
Shipping rules and restrictions
Most orders begin the order process as soon as your online purchase is completed. Your order will be shipped once your payment is approved, the receiving address is verified, and the item is located in stock. If an item you order is not currently in stock, you will be notified by telephone and/or Email. For security reasons, all shipments over $200 require an authorized signature*. If you cannot be available to sign for your package, please be sure that an adult who is authorized to sign for your package will be present at the designated shipping address.
( *Important note: If your order is being delivered to an office building, apartment complex or similar facility, or to a public institution such as a hospital, hotel, school, etc., the carrier may accept the signatures of mailroom employees, receptionists, and similar administrative personnel upon delivery. Upon signature or acceptance by such personnel, we shall be deemed to have fulfilled our entire delivery obligation for your order. We are not responsible for lost or stolen items delivered in accordance with the delivery practices noted above.)
Changing Your Order
After you have clicked "Confirm Order," your order begins to process and you cannot make any online changes to your order. To change or cancel your order prior to shipment, you must contact Customer Service. Please note that most orders process quickly and can enter the shipping process within minutes. If your order has already entered the shipping process you may be assessed shipping and handling charges which are not refundable.
Refunds and Credits
We want you to be fully satisfied with every item that you purchase from Snöform. If you are not satisfied with an item that you have purchased online, you may return the item for a full refund of the purchase price, minus the shipping, handling, or other charges, subject to the time period specific to that product and according to our Return/Exchange Instructions.
The item must be returned in new and unused condition, in the original packaging and with all paperwork (this includes warranties), parts and accessories to insure full credit. "New and unused" means that there are no scratches, marks, or blemishes on the item; there are no signs of wear on the product, the tags, or the case; if applicable, the clear plastic wrapping has not been torn or removed; and the product must not have been sized or altered in any way. We cannot accept a return of any item with any indication that it has been used.
All items properly returned under this policy are eligible for a refund or a store credit, at your option. If you choose a refund, the adjusted purchase price will be credited in the same form of payment used for the original purchase
You can expect a refund in the same form of payment originally used for purchase as soon as possible upon our receipt of your returned product. You will be refunded any shipping and handling costs if the return is a result of a shipping error on our part.
Damaged or Defective Items
If you receive a damaged or incorrect item, contact Customer Service within no more than 5 business days of receipt of your order. On a case by case basis, we will cover shipping charges upon our receipt of the defective or mis-delivered item which must be returned fully intact with the original packaging via common carrier that provides package tracking. See "Returns and Exchanges" for further instructions. If there is extensive damage to the packaging, refuse the order and contact Customer Service immediately.
Repairs
While the incidence of defects in new items is extremely low, there may be occasions in which repair work becomes necessary (while the product is still under warranty). In most cases, any warranty repair work will be handled directly by Snöform on our premises. However, in some cases in which the manufacturer is the authorized service center, all repairs or replacements will be handled by the manufacturer. Please refer to the warranty card accompanying the product for details.
Returns & Exchanges
You may return "new and unused" merchandise that has not been special ordered within 30 days of ship date for a full refund of the purchase price, minus the shipping, handling, gift packaging, or other charges within 15 days of ship date.
If the returned merchandise involves layaway, the 25% deposit is not refundable. The returned merchandise must be accompanied by proof of purchase and the original copy of the warranty as well as all original documentation and packaging; otherwise, the return will not be honored.
To return items you must obtain a Return Merchandise Authorization (RMA) number from Snöform Customer Service before returning merchandise. We will not accept any returned merchandise without an RMA number. Contact Customer Service to obtain an RMA number, and to recieve detailed instructions on how to return the item(s).
"New and unused" means that there are no scratches, marks, or blemishes on the item; the security tags are still attached; and the item must not have been sized or altered in any way. We cannot accept a return of any item with any indication that it has been used. Repack the product in its original packaging materials, including warranties. Ship your return prepaid and insured for the full purchase price by a carrier that offers package tracking.
Returm, Exchange and Repair FAQs
The following are some common questions and answers to return, exchange and repair related issues:
Q: What are the steps I need to take to return an item to Snöform?
A: You must obtain a Return Merchandise Authorization (RMA) number prior to returning any product to Snöform. For complete instructions on returning a product to Snöform, please read the Returns and Repairs section.
Q: Why must I obtain a Return Merchandise Authorization (RMA) number prior to returning an item to Snöform?
A: You must obtain an RFI number so that we can easily identify your package when it is returned to our warehouse. Prompt identification allows for expedited handling. Any package returned to our warehouse that does not have an RFI number will not be accepted.
Q: When can I expect to receive the item I sent to Snöform for repair?
A: We will notify you of the status of your repair by e-mail or by phone. The length of time it takes for us to repair your item depends on the nature of the repair.
Q: Can I exchange a product I purchased on Snöform?
A: You can exchange an item as long as the original purchase meets all of the return criteria. However, we will not reship a product until we receive the original item back for inspection.
Q: Can I return an item for store credit?
A: An item may be returned for store credit provided that all return guidelines are met.
Q: Are Snöform gift certificates refundable?
A: No. Snöform gift certificates are non-refundable.
Q: Does Snöform make repairs that are not covered by a manufacturer's warranty?
A: Depending upon the type of merchandise, the Snöforms repair center may make repairs that are not covered by a product's warranty. Customers will be charged for those types of repairs. An evaluation is made once the item is returned to us, at which time the Service Department will contact you with details about the repairs and cost involved
Q: How do I know what is covered under my manufacturer's warranty?
A: All warranties are limited unless stated otherwise. For further information regarding warranties, please refer to our Warranty section.
Q: Is there a restocking fee on any returned merchandise?
A: Generally no, unless the returned merchandise was a layaway sale or was considered a return exception, in which cases you will be charged a 25% restocking fee.
Q: May I return merchandise that was special ordered or customized?
A: Merchandise that was special ordered or customized cannot be returned.
Q: Is there a preferred method by which I should return an item to Snöform?
A: Ship your return prepaid and insured for the full purchase price by a carrier that offers package tracking,
If you have any other questions regarding returns and repairs, please contact Customer Service.