Shipping and Delivery Policy
Effective: 7 July 2026
This Shipping and Delivery Policy explains how and when we deliver Snoutsong orders. It forms part of our Terms of Service.
1. Where we sell
We are based in the United Kingdom and sell digital products internationally, including to customers in the United States. Physical shipping destinations, where physical products are offered, are shown at checkout.
2. Digital delivery
Our custom song packages are delivered digitally by email or download link. Depending on the package purchased, your digital delivery may include an audio file, lyrics page, video, preview link, download page, or other digital deliverables described at checkout.
Digital delivery times start when your order is confirmed, payment is cleared, and we have the information reasonably needed to produce your order.
3. Estimated digital delivery times
Typical digital delivery times are:
- Standard delivery: within 72 hours of order confirmation.
- Express delivery: within 24 hours of order confirmation, where included in your package or selected at checkout.
- Urgent delivery: within 2 hours of order confirmation, where included in your package or selected at checkout.
Delivery times are estimates unless the product page or checkout expressly states that a delivery time is guaranteed. Orders placed late at night, on weekends, on UK public holidays, during payment review, or during periods of unusual demand may take longer.
4. Delivery delays
If we expect a material delay, we will contact you by email with an update and a revised estimate where possible.
If we cannot fulfil your order, we will cancel the affected item and refund the amount paid for it. If a mandatory consumer law gives you the right to cancel because of a delay, that right still applies.
5. Failed digital delivery
Digital delivery may fail if your email address is entered incorrectly, your inbox is full, our email is blocked, or the message is marked as spam. If you do not receive your delivery email within the expected time, check your spam or junk folder and then contact hello@snoutsong.com.
We will re-send the delivery link or provide another reasonable delivery method if the issue is on our side or if you can verify the order.
6. Physical products
If your order includes a physical keepsake, such as a QR plaque, framed keepsake, or similar item, the digital song is delivered separately and the physical item is shipped separately.
Physical products may be produced and shipped by us or by a fulfilment partner. The shipping options, costs, and available destinations are shown at checkout before you place your order.
7. Estimated physical shipping times
Estimated physical shipping times from dispatch are:
- United Kingdom: 3 to 5 working days.
- European Union: 5 to 10 working days.
- United States and Canada: 7 to 14 working days.
- Rest of the world: 10 to 21 working days where available at checkout.
These are estimates only and depend on production time, carrier performance, customs, and local delivery conditions.
For physical goods sold to customers in the United States, if no shipping time is clearly stated, we will aim to ship within 30 days of receiving a properly completed order. If we cannot ship within the stated time or within 30 days where no time is stated, we will contact you and, where required, offer the option to agree to the delay or cancel the affected physical item for a refund.
8. Shipping costs
Shipping costs, where applicable, are shown at checkout before you complete your order. If a product page says shipping is free, that applies only to the destinations and shipping methods shown at checkout.
9. Customs, duties, and taxes
For deliveries outside the United Kingdom, you are responsible for any import duties, customs fees, local taxes, brokerage fees, or charges imposed by the destination country unless checkout states that those charges are included. We cannot predict or refund these charges.
10. Incorrect shipping details
You are responsible for providing accurate delivery details. If a physical delivery is delayed, returned, or lost because you provided an incorrect or incomplete address, we may charge you for re-delivery or replacement where permitted by law.
11. Lost, damaged, or incorrect physical items
If a physical item arrives damaged, incorrect, or does not arrive within a reasonable time after dispatch, email hello@snoutsong.com with your order number and relevant photos or tracking details. We will investigate and provide a repair, replacement, refund, or other remedy where appropriate.
12. Risk and title
Risk in physical goods passes to you on delivery, except where mandatory consumer law provides otherwise. Your rights to digital content are granted under the licence terms in our Terms of Service once you have paid in full.
13. Contact us
Email: hello@snoutsong.com
Postal address: VANTOR GROUP LTD, 61 Bridge Street, Kington, United Kingdom, HR5 3DJ