Order Support

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How to Create Order Support Tickets?

Please login to your Account and go to Support Tickets to create Support Tickets if following articles did not help.

Find a Missing Package that Shows as Delivered

Follow these steps if tracking shows a package as delivered in your orders but you can't find it.

1. Confirm shipping address in your orders

Verify if your shipping address in your orders is correct.

2. Check around the delivery location

Check your delivery instructions in yur address. The package could have been left where your requested.

3. Ask your household members & neighbors

Check if someone else accepted the delivery

4. Check with the carrier

The carrier may have more information about the location of the package. To track your package on the carrier website or contact them.

What to do next?

Contact Customer Service within 30 days of expected delivery. We'll do everything we can to help.

Find a Missing Item from Your Package

If you received your shipping package and an entire item shipped by Snela is missing, do the following:

1. Go to Your Orders and check if the missing item is in another shipment.

2. Select Track Package to find the delivery date for the shipment.

3. If there is no tracking information for the missing item, Customer Service will assist you. Otherwise, you can follow the recommendations in this page.

Part of an item is missing

Double check to confirm that the part is missing from the product. If you can’t find it, contact the product's manufacturer for assistance.

Late Deliveries

What to do if your order didn't arrive on the estimated delivery date.

1. Confirm the estimated delivery date and track your order

2. Check your email for updates

3. Confirm your shipping address

4. Check that the payment for your order is complete

5. Wait 48 hours to allow for unexpected delays

What to do after 48 hours?

Contact Customer Service within 30 days of the estimated delivery date.

Exchange, Return & Refunds

Exchange an item

Please go to My Returns in your account and create New Return and choose Exchange option. Enter a reason for exchange and follow the instructions on screen. The exchange order may be shipped only after you ship the original item(s) back to Snela. We recommend that you ship back the original item(s) as soon as you request an exchange.

Returns

To Return an item, please go to My Returns in your account and create New Return, enter reason for return and follow the instructions on screen. You could check the status of return on the same page.

Refunds

When you return an item, your refund amount and refund method may vary. You could choose Store Credit option instead of Refund to utilize the amount for other purchases. Check the payment method refunded and the status of your refund in Your Orders.

Read Return and Refund policies on Return and Refund Policy page.

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