In rare cases, shipments may be marked as delivered in the tracking system while they are still out for delivery. If you have not received your order, we kindly ask you to wait 24 hours.
If your package is still missing after this period, please contact our customer support with the following details:
Your order number
Your tracking number (if available)
A brief description of the issue
Once we receive this information, our support team will reach out to you as soon as possible to discuss the next steps.
In such cases, we can request an investigation with the shipping provider. The courier service will then review the claim and provide us with an official response regarding the status of your package.
Will a replacement order be shipped?
No, if DHL officially confirms the loss of your package, we will fully refund your order. The refund will be processed via the original payment method used at checkout.
If you have authorized a drop-off delivery with the courier, neither the delivery service nor Snuzone can be held liable for any missing packages. In this case, the risk and responsibility shift to the recipient.
All claims for undelivered orders must be submitted within 21 days from the shipping date.