Shipping policy

Last Updated: June 22, 2026

 

GENERAL INFORMATION

This Shipping Policy describes how ROLKA Marketing Ltd., a private limited company registered in England and Wales with company registration number 15453602, operating the SNAPTOONIFY online store through https://snaptoonify.com (“SNAPTOONIFY”, “Snaptoonify”, “Company”, “we”, “us” or “our”), handles order processing, production timing, shipping, delivery, tracking, delays, damaged deliveries, lost orders and shipping-related enquiries for products purchased through the Services.

Snaptoonify provides made-to-order wall art products, including personalised canvas prints, framed fine art prints and related custom printed physical products. Each product is produced for a specific order after checkout is completed and after the required order information has been received. Required information may include product selections, customisation choices, uploaded photos, images, artwork files, prompts, design instructions, approved previews, personalisation details and delivery information.

Production time is separate from carrier delivery time. Shipping options, shipping fees and delivery estimates are shown at checkout before payment is completed, where available. Delivery estimates are provided in good faith, but they are not guaranteed unless expressly stated as guaranteed at checkout or confirmed in writing by us for the specific order.

Production, post-production, quality checks, packaging, fulfilment and shipping may be carried out by third-party print providers, fulfilment partners, packaging providers and shipping carriers. We coordinate the ecommerce and order-management process, but we do not directly control every action, delay or omission of third-party providers.

The Services are operated from the United Kingdom by a company registered in England and Wales and are made available to customers in Canada, including Ontario, subject to availability, shipping restrictions, payment restrictions, legal requirements and operational limitations. We do not currently operate through a local Canadian entity, branch or subsidiary.

This Shipping Policy should be read together with our Terms of Service at https://snaptoonify.com/policies/terms-of-service, our Refund Policy at https://snaptoonify.com/policies/refund-policy, our Privacy Policy at https://snaptoonify.com/policies/privacy-policy and any shipping information shown at checkout.

Nothing in this Shipping Policy excludes, restricts or modifies any mandatory consumer protection rights, remedies or procedural protections that may apply to you under the laws of your province or territory of residence and the federal laws of Canada applicable therein.

 

TABLE OF CONTENTS

1. PRODUCTION AND PROCESSING TIME
2. SHIPPING OPTIONS, FEES AND DELIVERY ESTIMATES
3. TRACKING AND DELIVERY
4. SHIPPING LOCATIONS AND RESTRICTIONS
5. DELAYS, LOST ORDERS AND DAMAGED DELIVERIES
6. SHIPPING ENQUIRIES

 

1. PRODUCTION AND PROCESSING TIME

All products are personalised and made to order. We do not usually keep finished customised products in stock before an order is placed. Production begins after checkout is completed and after we receive the order information reasonably needed to prepare the item for production.

Production and processing time is not the same as carrier delivery time. Production and processing may include order review, payment confirmation, fraud-prevention checks, file preparation, image or artwork review, preview or proof handling, AI-assisted output handling where applicable, printing, finishing, framing, quality checks, packaging, fulfilment preparation and carrier handover.

Because products are custom-made, production may begin shortly after an order is submitted. Once production has started, we may be unable to cancel, change, resize, re-crop, re-orient, redirect or modify an order, except as stated in our Terms of Service, Refund Policy or applicable law.

1.1 Required order information

Required order information may include the selected product type, size, material, format, framing choices, edge style, uploaded photos or artwork files, prompts, design instructions, personalisation details, approved previews, quantity, recipient details and delivery address.

You are responsible for reviewing all order information before submitting an order. This includes image quality, spelling, layout, cropping, orientation, product size, frame options, edge style, quantity, shipping method, delivery address and any preview or proof shown before checkout.

If any required information is missing, unclear, technically unsuitable or inconsistent with the selected product, production may be delayed. If we need more information from you, we may contact you using the email address provided at checkout.

1.2 Production timing

Production time may vary depending on the product type, order contents, customisation requirements, image quality, file issues, preview or proofing status, production capacity, order volume, material availability, payment review, fraud-prevention checks, technical issues and service provider availability.

If an order requires review, correction, clarification, content assessment or technical adjustment before production can proceed, production may be delayed. Delays caused by missing, incorrect, incomplete, unclear or technically unsuitable information are not included in any delivery estimate unless expressly stated.

Because products are custom-made, production may begin shortly after an order is submitted. Once production has started, we may be unable to cancel, change, resize, re-crop, re-orient, redirect or modify an order, except as stated in our Terms of Service, Refund Policy or applicable law.

1.3 Production by third-party partners

Production, printing, finishing, quality review, packaging and dispatch may be handled by third-party print providers, fulfilment partners, packaging providers or other service providers. These providers may receive order information, uploaded content, approved artwork, product specifications and delivery details as reasonably necessary to produce and fulfil the order.

Use of third-party providers does not reduce our customer-facing responsibilities under applicable law. However, production and fulfilment timing may be affected by their capacity, processes, technical requirements, material availability, equipment status, quality-control processes, holiday schedules and operational conditions.

Production partners may also be affected by peak periods, supply availability, staff availability, equipment maintenance, production queue length, quality-control issues, packaging availability, carrier collection schedules and service disruptions. Where reasonably possible, we may provide updates if production or fulfilment is materially delayed.

1.4 Customer-approved content and production readiness

Where an order involves a preview, proof, editor output, AI-assisted output or similar approval step, production may depend on your review and approval of that material. Approval confirms that you have checked the design, layout, cropping, orientation, spelling, product option, frame option, edge style, size, quantity and other order details shown or described during the order process.

If you delay approval, submit unclear instructions, upload unsuitable files, request changes or fail to respond to a clarification request, production and delivery may be delayed. We are not responsible for delays caused by customer action, inaction, incomplete information or customer-approved errors, except to the extent applicable law provides otherwise.

Where a customer approval is required, delivery estimates may not begin to run until approval has been received and the order is ready for production, unless expressly stated otherwise at checkout or in writing for the specific order.

2. SHIPPING OPTIONS, FEES AND DELIVERY ESTIMATES

Available shipping options are shown at checkout before payment is completed, where available. Not every shipping option is available for every order. The options shown may depend on the delivery address, product type, order contents, package size, carrier availability, fulfilment availability, production partner availability and any active promotion.

Shipping options may change before an order is placed. A shipping method shown at one time, for one destination, one product type or one promotion does not guarantee that the same option will be available for another order.

2.1 Shipping fees

Shipping fees are calculated and shown at checkout before the order is submitted. The amount may depend on the selected shipping method, delivery destination, product type, package size, carrier rates, fulfilment requirements, applicable taxes and any active promotion.

If a shipping fee applies, it will be disclosed before you submit the order. Shipping fees may change before an order is placed. A shipping fee shown for one order, address, product or promotion does not guarantee the same fee for another order.

Shipping fees are separate from any product price, tax, customs charge, import charge, brokerage fee, address correction fee, re-shipping fee or other charge that may apply, unless expressly stated otherwise at checkout.

2.2 Free shipping and promotions

We may offer free shipping from time to time through a promotion, discount code, limited-time offer, checkout offer or other shipping promotion. Free shipping is not guaranteed for all orders and may depend on the terms shown at checkout.

Unless stated otherwise, free shipping applies only to the qualifying order and shipping method shown at checkout. Free shipping promotions may be changed, suspended or withdrawn at any time before an order is placed. A previous free shipping offer does not guarantee that free shipping will be available for future orders.

Free shipping may be limited by destination, order value, product type, package size, shipping method, promotion terms, discount code rules or other checkout conditions. If an order no longer qualifies for free shipping because of a change, cancellation, refund, address change or other adjustment, the available remedy or shipping charge may be assessed in accordance with the promotion terms, checkout disclosures, Refund Policy and applicable law.

2.3 Delivery estimates

Delivery estimates may include production time and carrier delivery time, unless stated otherwise. Estimated delivery times are not guaranteed unless expressly stated as guaranteed at checkout or confirmed in writing by us for the specific order.

Delivery may take longer during peak periods, high order volume, production delays, carrier disruptions, weather events, labour disruptions, public emergencies, address verification issues, payment review, fraud-prevention checks, service outages or circumstances outside our reasonable control.

If a delivery estimate changes, we may provide available updates where reasonably possible. We cannot always provide a precise new delivery date, especially where the delay is caused by a carrier, fulfilment partner, production partner or event outside our reasonable control.

2.4 Customs, import charges and border issues

Unless expressly stated at checkout, we do not represent that customs duties, import taxes, brokerage fees, border charges or other governmental charges are included, prepaid, excluded or payable by any particular party. Any such charges, if applicable, will depend on the checkout disclosures, the delivery destination, carrier processes, tax treatment, customs rules and applicable law.

Orders may be delayed, inspected, held, assessed, returned or refused by customs authorities, border authorities, carriers or other authorities. We are not responsible for border processing delays, customs inspections, governmental holds or carrier customs procedures, except to the extent applicable law provides otherwise.

If customs, border authorities or a carrier requires information from you, you are responsible for responding within the required timeframe. Failure to respond may result in delay, return to sender, refusal, abandonment or additional charges, subject to applicable law and carrier or authority procedures.

3. TRACKING AND DELIVERY

Where tracking is available, tracking information may be sent by email, shown through the website, displayed in your customer account, or made available through the relevant carrier’s tracking system. Tracking information is usually provided after dispatch, but updates may not appear immediately.

Tracking information is provided to help you monitor delivery progress. It does not guarantee delivery on a specific date unless the relevant shipping option is expressly stated to be guaranteed and the guarantee applies to the specific order.

3.1 Tracking updates

Tracking updates are provided by the carrier or fulfilment provider. A delay in tracking updates does not always mean that the order has stopped moving, has been lost, or has not been dispatched.

Carrier tracking may show scans, estimated delivery windows, attempted delivery notices, collection point information, safe-drop information, signature status, delay notices or delivery confirmation. These updates are controlled by the carrier and may vary by shipping method, destination and service level.

Tracking may not update during every stage of production, fulfilment or transit. Some carriers update tracking only when a parcel is first scanned, reaches a sorting facility, enters a delivery network, is out for delivery, is delivered, is delayed, or requires customer action.

3.2 Carrier delivery procedures

Once an order has been dispatched, delivery may be handled by a third-party carrier or courier service. We do not control the day-to-day operations of third-party carriers.

Carriers may apply their own delivery procedures, including delivery attempts, collection points, safe-drop practices, signature requirements, address verification, delivery photographs, service limitations, access restrictions and return-to-sender rules.

If a carrier asks you to take action, such as collecting a parcel, providing delivery instructions, confirming address information or arranging re-delivery, you are responsible for responding within the timeframe required by the carrier.

Failure to follow carrier instructions or collect a parcel within the applicable timeframe may result in delay, return to sender, refusal, disposal or additional carrier charges, subject to applicable law and carrier procedures.

3.3 Customer address responsibility

You are responsible for providing complete and accurate shipping information at checkout. This includes the recipient name, delivery address, unit or apartment number, postal code, phone number where required and any delivery instructions accepted by the checkout system or carrier.

We are not responsible for delivery problems caused by incorrect, incomplete, outdated or undeliverable shipping information provided by you. This may include delays, failed delivery, return-to-sender events, misdelivery, lost parcels, address correction charges, re-shipping costs or additional carrier fees, except to the extent applicable law provides otherwise.

If you notice an error in your shipping information after placing an order, contact us as soon as possible at shipping@snaptoonify.com. We cannot guarantee that shipping details can be changed after an order has entered production, fulfilment or dispatch. If a change is possible, it may affect production, delivery timing or shipping cost.

3.4 Delivery confirmation and safe delivery locations

A carrier may mark a package as delivered based on its own delivery scan, delivery photograph, proof of delivery, safe-drop record, signature record, GPS indicator or other carrier process. A delivered scan does not always mean that the package was received personally by you.

If tracking shows that a package was delivered but you cannot locate it, you should promptly check with household members, building staff, reception desks, mailrooms, neighbours, local collection points and the carrier. We may also ask you to complete these checks before a package is treated as missing.

If you authorise or use a safe-drop location, parcel locker, concierge service, mailroom, reception desk, front-door delivery, third-party receiving service or other non-personal delivery arrangement, you are responsible for the risks associated with that arrangement, except to the extent applicable law provides otherwise.

3.5 Refused, unclaimed or inaccessible deliveries

If a package cannot be delivered because delivery is refused, the address is inaccessible, collection is not completed, the recipient is unavailable, carrier instructions are not followed, delivery information is incorrect or required delivery action is not taken, the package may be delayed, redirected, held for collection, returned to sender or disposed of in accordance with carrier procedures.

Additional carrier charges, re-shipping charges, address correction fees or production-related costs may apply where the issue is caused by information supplied by you or action or inaction within your control, subject to applicable law.

If a package is returned, held, refused, abandoned or disposed of under carrier procedures, any refund, replacement, reprint, re-shipping or store credit request will be assessed under the Refund Policy, this Shipping Policy, the Terms of Service and applicable law.

4. SHIPPING LOCATIONS AND RESTRICTIONS

We ship only to destinations that are available and supported at checkout. The Services are made available to customers in Canada, including Ontario, subject to shipping availability, carrier service areas, operational limitations and applicable restrictions. We do not offer delivery to locations that are not supported through the checkout process unless we expressly agree otherwise in writing for the specific order.

Shipping availability may vary by product type, production partner, fulfilment partner, carrier service area, package size, delivery address, legal restrictions, checkout configuration and operational capacity.

4.1 Shipping availability

Shipping availability may depend on the delivery address, carrier service area, product type, order contents, package size, production partner availability, fulfilment partner availability, address verification, payment review and fraud-prevention checks.

Some products, sizes, frames, package types or delivery methods may not be eligible for all destinations. Carrier service limitations may also affect shipping availability.

If a shipping option is not shown at checkout, that option may not be available for the relevant address, product, package size, order type or service level.

4.2 Restricted addresses and delivery locations

We may be unable to ship to certain remote areas, PO boxes, military addresses, freight forwarding addresses, hotels, temporary accommodation addresses, restricted locations, addresses that cannot be reliably verified, or addresses that cannot be serviced by available carriers.

These restrictions may vary by carrier, destination and order type. If a restriction applies, the order may be delayed, cancelled or require an alternative address.

We may also refuse or hold an order where a delivery address presents legal, fraud-prevention, payment, operational, fulfilment, carrier, safety or security concerns.

4.3 Unavailable or failed shipping

Shipping may be unavailable or delayed because of carrier disruption, weather events, labour disruption, public emergencies, legal restrictions, supplier issues, production issues, service outages or circumstances outside our reasonable control.

If we cannot ship an order to the address provided, we may contact you to request an alternative address. If no suitable address is provided within a reasonable period, we may cancel and refund the affected order where appropriate. Any cancellation, refund or other remedy will be handled in accordance with our Terms of Service, Refund Policy and applicable law.

If shipping fails after dispatch because of carrier limitations, address issues, delivery restrictions, customer inaction, customs issues, refusal, non-collection or circumstances outside our reasonable control, the available remedy will depend on the order status, carrier records, fulfilment records, customer-provided information, evidence available and applicable law.

4.4 Address verification and fraud checks

We may use checkout tools, carrier systems, Shopify-related services, payment providers, fraud-prevention providers and address verification tools to help assess delivery availability, address accuracy, payment risk and order risk.

An order may be delayed, held, cancelled or require further information if the delivery address cannot be verified, appears inconsistent with payment information, is associated with suspected fraud, cannot be serviced by available carriers, or otherwise presents legal, operational, security or fulfilment risk.

If additional verification is required, we may contact you using the email address provided at checkout. Failure to respond within a reasonable period may delay production, delay dispatch or result in cancellation of the affected order, subject to applicable law.

4.5 No guaranteed availability for future orders

Shipping availability, shipping methods, delivery locations, carrier options and shipping prices may change over time. A shipping method or destination available for one order does not guarantee that the same option will be available for a future order.

We may change, suspend, limit or remove shipping methods, carrier options or delivery destinations before an order is placed, subject to applicable law.

5. DELAYS, LOST ORDERS AND DAMAGED DELIVERIES

Shipping and delivery issues may occur before dispatch, during transit or after a carrier marks a package as delivered. We will review shipping-related issues using the available order records, tracking information, fulfilment records, carrier information, evidence provided by you and applicable legal requirements.

The review process may depend on the type of issue reported, the carrier’s records, fulfilment provider information, delivery scans, photographs, packaging evidence, shipping label information, order details, customer communications and any legal requirements that apply.

5.1 Delivery delays

Orders may be delayed for reasons related to production, customisation, image or file issues, payment review, fraud-prevention checks, high order volume, carrier delays, weather events, service disruptions, incorrect shipping details, failed delivery attempts or circumstances outside our reasonable control.

If an order is delayed, we may provide available updates where reasonably possible. This may include a revised estimated delivery window if one is available. We cannot always provide a precise new delivery date, especially where the delay is caused by a carrier, service disruption or event outside our reasonable control.

A delivery delay does not automatically entitle you to cancel an order, receive a refund or receive compensation, especially where the product has already entered production, been produced or been dispatched. Any cancellation, refund, replacement or other resolution will be assessed under our Terms of Service, Refund Policy and applicable law.

5.2 Lost or missing orders

If an order has not arrived within a reasonable period after the estimated delivery window, contact us at shipping@snaptoonify.com. You should include your order number, full name, email address used to place the order, delivery address and any available tracking information.

We may review the order status, tracking information, fulfilment records, carrier information and delivery confirmation before determining the next step. Depending on the circumstances, we may ask you to check with household members, building staff, neighbours, local collection points, mailrooms or the carrier before a parcel is treated as lost.

If an order appears to be lost in transit, we may open a carrier investigation or request information from the fulfilment provider. The available resolution may include a replacement, reprint, refund, store credit or another remedy considered appropriate, subject to our Terms of Service, Refund Policy and applicable law.

If tracking shows delivery but you cannot locate the package, the matter may be reviewed as a delivery dispute rather than an ordinary lost-in-transit issue. We may ask for confirmation of address details, delivery location checks, building or reception enquiries, carrier contact, photographs, delivery notices or other information reasonably necessary to assess the matter.

5.3 Damaged deliveries

If an order arrives damaged, contact us promptly at shipping@snaptoonify.com. You should include your order number, full name, email address used to place the order, delivery address, a clear description of the issue and photographs of the damaged product, packaging, shipping label and packing materials.

You should keep the damaged product, original packaging, shipping label and packing materials until the issue has been reviewed. These materials may be needed for carrier claims, production review or replacement assessment. If they are discarded too early, it may limit our ability to investigate the issue or obtain a carrier resolution.

Damage that occurs in transit will be assessed separately from normal production variation, customer-approved design choices, file-quality issues, colour variation, material texture, cropping differences, framing variation and other matters described in our Terms of Service and Refund Policy.

If the evidence indicates that the product was damaged during shipping, the available resolution may include a replacement, reprint, refund, partial refund, store credit or another remedy considered appropriate, subject to the Refund Policy and applicable law.

5.4 Incorrect, missing or defective items

If an order contains an incorrect item, missing item, materially incorrect product, misprint, production defect or other issue that is not solely a shipping delay, contact us promptly at shipping@snaptoonify.com or returns@snaptoonify.com. You should include your order number, a description of the issue and supporting photographs where relevant.

Depending on the circumstances, the available resolution may include a replacement, reprint, refund, partial refund, store credit or another remedy considered appropriate. Shipping issues, damaged deliveries, defective items, missing items, incorrect items, replacement requests, return-to-sender orders and refund requests are handled in accordance with our Refund Policy at https://snaptoonify.com/policies/refund-policy.

If the issue concerns a product defect, incorrect customisation, misprint, wrong item, missing item or other product-related remedy rather than carrier delivery, we may direct the matter to the returns and refund process so that it can be assessed under the Refund Policy.

5.5 Return-to-sender events

If a package is returned to sender because of an incorrect address, incomplete address, failed delivery attempts, refusal, non-collection, access restrictions or other issue caused by delivery information or action within your control, we may be unable to refund shipping charges, production charges or re-shipping costs.

If a return-to-sender event occurs, we may contact you to determine whether re-shipment is possible. Additional shipping fees, address correction fees, carrier charges or production-related costs may apply, subject to applicable law and the circumstances of the order.

A return-to-sender event does not automatically mean that the product is eligible for a refund, replacement or free re-shipment. The available remedy will depend on the cause of the return, the product type, order status, carrier records, customer-provided information, fulfilment records, product condition, re-shipping feasibility, the Refund Policy and applicable law.

5.6 Evidence and investigation requirements

For shipping-related issues, we may require reasonable evidence before approving a replacement, reprint, refund, partial refund, store credit or other remedy. Evidence may include tracking records, photographs, delivery notices, carrier communications, packaging images, shipping label images, proof of address, order details or a written explanation of the issue.

Failure to provide requested evidence within a reasonable period may limit our ability to assess the issue, submit a carrier claim, verify the order status, confirm the condition of the product or provide a remedy, except to the extent applicable law provides otherwise.

Where a carrier, fulfilment provider, payment provider or production partner requires additional information to investigate an issue, we may ask you to provide that information. This may include photographs of packaging, photographs of the damaged item, confirmation of delivery address, confirmation of non-receipt, copies of carrier notices, screenshots of tracking information or other evidence reasonably related to the issue.

5.7 Remedies and non-excludable rights

The remedy available for a shipping or delivery issue will depend on the order status, tracking information, fulfilment records, carrier investigation, evidence provided, product type, issue reported and applicable law.

Possible remedies may include a replacement, reprint, refund, partial refund, store credit, re-shipment, carrier investigation, address correction or another resolution considered appropriate in the circumstances.

Nothing in this Shipping Policy excludes, restricts or modifies any mandatory consumer protection right, remedy or procedural protection that applies to you under applicable law, including any mandatory protection available to Canadian consumers under the laws of their province or territory of residence and the federal laws of Canada applicable therein.

6. SHIPPING ENQUIRIES

Shipping enquiries should be submitted by email so that we can review the order details, tracking information, carrier communications, photographs and written explanation in one place.

For shipping and delivery enquiries, email: shipping@snaptoonify.com

For returns, refunds, damaged or incorrect items, email: returns@snaptoonify.com

For general customer support, email: support@snaptoonify.com

If you contact us by email, include “SNAPTOONIFY” and your order number in the subject line where possible. This helps us identify the order and route the enquiry correctly. Missing order details may delay our response.

Shipping enquiries should include:

- your full name and contact details;

- the email address used to place the order;

- the order number;

- the delivery address used for the order;

- tracking details, where available;

- a clear description of the issue or enquiry;

- photographs of the product, packaging and shipping label, where relevant; and

- any screenshots, carrier notices or carrier communications relevant to the issue.

We may request additional information where reasonably necessary to verify the order, review the issue, contact the relevant fulfilment provider or carrier, assess available remedies, protect against fraud or comply with applicable law.

We will respond within any timeframe required by applicable law or, where no specific timeframe applies, within a reasonable period. Response times may depend on the nature of the enquiry, carrier response times, fulfilment provider response times and any applicable legal requirements.