FAQs – Snoboll

Your order confirmation email may show YunExpress as your courier, and the tracking link may direct you to the YunExpress website.

YunExpress is our international air shipping dispatch partner. They help ensure your parcel clears customs smoothly and is handed over to your designated last-mile delivery carrier, such as AusPost, DHL, Royal Mail, or USPS for final delivery.

Please allow 1–2 business days for your order to be processed by our Logistic Team. Once your order has been fulfilled, you’ll receive a shipping confirmation email with tracking details.

These estimates can be affected by holidays and the quantity of orders being processed through the warehouse.

Absolutely! All of our shipping options come with tracking information. Once your order ships from our warehouse, you will receive a confirmation of dispatch, including a tracking link, to the email address you entered when ordering.

If you do not see this email in your inbox after a couple of days of placing your order, please check your junk folder.

Your order confirmation email may show YunExpress as your courier, and the tracking link may direct you to the YunExpress website.

YunExpress is our international air shipping dispatch partner. They help ensure your parcel clears customs smoothly and is handed over to your designated last-mile delivery carrier, such as AusPost, DHL, Royal Mail, or USPS for final delivery.

Our products are shipped directly from our certified production partners in China.

No, we are unable to ship orders to any Armed Forces location (APO or FPO addresses). Please select an alternative address at the checkout.

We are unable to ship any orders to a forwarding address. We may cancel your order and contact you if a forwarding address is entered at the checkout.

Once your order has been placed, we are unable to cancel or edit orders so please ensure all details are checked correctly at checkout.

Your card payment is not charged until dispatch of your order.

Once your order has been dispatched, you will receive a confirmation email with tracking details. We can advise to refuse the delivery where your package will be returned to sender and a refund will be processed.

Your order number will be confirmed at the last stage of the checkout process. It will also be sent to you in a confirmation email. Please check your junk or spam folder if you have not received your confirmation email as it may have landed there!

Unfortunately, we currently do not offer gift wrapping services.

To reduce the risk of damage during international air shipping and help keep shipping costs lower for our customers, our plushies are packaged using lightweight biodegradable protective bags instead of decorative gift packaging.

At Snoboll, we want to ensure fair access to our products for all customers. As part of this commitment, we reserve the right to cancel or restrict orders in certain circumstances.

This may include situations where:

The shipping address appears to be linked to a forwarding or freight service
An item limit has been exceeded
Multiple orders have been placed to the same address or using the same account in an attempt to bypass order limits

These measures are in place to help prevent bulk purchasing and reselling, and to ensure more customers have a chance to enjoy our products.

In some cases, an order may also be cancelled because the item has been oversold and stock is no longer available. While this is outside of our control, we understand it can be disappointing and are happy to answer any questions you may have.

Thank you for your understanding.

We aim for every delivery to arrive complete and in tip-top shape. If you are missing an item, have received the wrong order, or your plush is damaged, please contact us as soon as possible.

Any issues must be reported within 30 days of receipt.

Just a heads-up — as mentioned in our terms, we may need to cancel bulk orders placed through our website. This can include orders using the same account, details, payment method, or anything that looks suspicious or intended for resale. If you're looking to stock Snoboll goodies or place a wholesale order, we’d love to hear from you! Just drop our Sales Team a message at info@snoboll.shop .

Once your order has been placed, we are unable to cancel or edit orders so please ensure all details are checked correctly at checkout.

Your card payment is not charged until dispatch of your order.

Once your order has been dispatched, you will receive a confirmation email with tracking details. We can advise to refuse the delivery where your package will be returned to sender and a refund will be processed.

Return Policy (Change of mind / Purchase by mistake)

We accept returns at any time within 30 days of receipt for any reason, provided that the returned item(s) are in the same condition as delivered, with the exception of personalized items. Please note, we are unable to process an exchange.

To help us quickly process your return, please follow our returns instructions:

Return all original packaging;
Do not remove any hang tags or sewn tags. Any returned items without sewn tags will not be eligible for a refund;
Use the original mailing bag/box to return the item(s) and securely seal to keep the item(s) safe;
Always obtain and keep the tracking information from your post office or chosen carrier for your return in case of any non-delivery.
Merchandise items (Stickers, pin badges and key-rings) must be unused and returned in their original packaging or will not be eligible for a refund.
Return shipping fees for change of mind returns are at the customer's expense

Please kindly note that, in some cases you may need to return the poduct to our overseas warehouses. Please check the interntional shipping cost with your local post office before you request for a return.

Refund Policy (Quality Issue)

We provide instant full refund for any product quality issue. Please kindly attach the photos of the quality issue in your refund request email. To make thing as easy as possible for you, the faulty product is not required to return to us. The refund will go back to your original payment.

We are unable to offer exchanges but we will happily offer a refund for any returned item(s). Refunds are issued to the original payment method, so please keep this in mind when returning.

Our operations headquarters — including our customer service, sales, and design teams — is based in Melbourne, Australia.

Address: 120 Collins St, Melbourne, Victoria, Australia

Our Hong Kong branch office is responsible for supply chain management and financial operations.

Address: 14 Science Museum Rd, Tsim Sha Tsui East, Hong Kong

Absolutely. We are happy to work with retailers, gift shops, online stores, and other business partners.

Please contact us at info@snoboll.shop and our team will get back to you as soon as possible.

Yes, Snoboll is a legitimate plush toy brand founded in Melbourne, Australia, with a branch office in Hong Kong.

We understand that Snoboll may be new to many customers. Before launching our online store, we had been working in the plush toy industry since 2022, originally focusing on B2B plush toy sales.

At the end of 2025, we started our B2C journey, serving customers across Australia, the United States, and the United Kingdom.

Our customer service team will do everything we can to provide a satisfying shopping experience. If you have any questions or feedback before or after placing an order, please feel free to contact us anytime.

Australian Entity:

WHH INTERNATIONAL PTY LTD

Australian Company Number (ACN): 693 188 180

Hong Kong Entity:

HONG KONG HAOHAN LIMITED

Hong Kong Company Registration Number: 80037005

We follow the consumer protection laws, import regulations, and export regulations of every country and region where we operate and sell our products, including Federal Trade Commission Act (US), Consumer Rights Act 2015 (UK), and Australian Consumer Law.

Snoboll expects all suppliers to work with them to ensure compliance with the requirements of the following legislation: