Shipping Policy

Last Updated: April 2026

By placing an order on Snailax you acknowledge and agree to the following legally binding terms.

I. Shipping Coverage & Address Requirements

  • Contiguous United States: FREE Standard Shipping is provided for the 48 contiguous states.
  • Exclusions: We do not ship to Alaska, Hawaii, Puerto Rico, or U.S. Minor Outlying Islands (UM).
  • Physical Address Required: We cannot deliver to P.O. Boxes or APO/FPO addresses.
  • Address Accuracy: The customer is solely responsible for ensuring the accuracy of the shipping address. Snailax is not liable for lost, stolen, or misdelivered packages resulting from customer input errors.

II. Processing & Delivery Timelines

  • Standard Processing: Most orders are processed within one (1) business day.
  • Delivery Estimates:
    • USA: 3 to 7 business days.
    • International: 5 to 10 business days.
  • Force Majeure & Peak Seasons: Please note that delivery dates are estimates and are not guaranteed. Snailax shall not be held liable for delays caused by factors beyond our control, including but not limited to: peak holiday seasons (Black Friday, Cyber Monday, etc.), extreme weather conditions, carrier strikes, or global logistics disruptions.

III. International Shipping

  • Rates: FREE Standard Shipping on orders over $50.00 USD; otherwise, a $6.99 USD flat rate applies.
  • Importer Responsibilities: The recipient is the "Importer of Record" and must cover all customs duties, VAT, or local taxes.

IV. Refused Shipments & Address Errors

  • Automatic Deductions: In the event a shipment is refused at delivery or returned to our warehouse due to an incorrect/incomplete address provided by the customer, the cost of return shipping and a 15% restocking fee may be deducted from your refund.

V. Return Shipping & Specific Item Exceptions

  • General Return Policy: For most Snailax products, we offer hassle-free returns. If you are not satisfied with your purchase, Snailax will cover the return shipping costs for standard items, even for non-quality-related reasons (e.g., "changed my mind").
  • Heavy & Oversized Item Exception: Due to the specialized logistics required, designated heavy-weight or oversized products (including, but not limited to, full-body massage chairs and certain heavy-duty back massagers) are excluded from our free return shipping offer for non-quality-related returns.
  • Identification of Subject Items: Any product that requires customer-paid return shipping will be explicitly identified on its Product Description Page. We encourage customers to review these details before purchase.
  • Prepaid Freight Requirement: For the return of these designated heavy items for non-quality reasons, the customer acknowledges that return freight costs must be prepaid by the customer. Snailax will not provide prepaid return labels or reimbursement for shipping costs in these instances.

VI. Risk of Loss & Title

  • F.O.B. Shipping Point: All shipments are made under a shipment contract. This means the risk of loss and title for products passes to you upon our delivery to the carrier.
  • Porch Piracy: Snailax is not responsible for packages stolen after a confirmed "Delivered" status by the carrier.

VII. Snailax’s Reserved Rights

  • Sole Discretion Clause: Snailax reserves the right, at its sole discretion, to deduct additional administrative fees, processing costs, or to refuse a return/refund request if the returned item does not comply with our quality standards or if the customer violates any part of this policy.

VIII. Order Tracking, Support & Claims

  • Order Tracking:
    • Shipping Confirmation: A shipping confirmation email containing your unique tracking number will be sent as soon as your package departs from our warehouse.
    • Self-Service Tracking: For your convenience, you can monitor the real-time logistics and delivery status of your order at any time via our Order Tracking Page.
  • Customer Support: Should you experience significant delivery delays or have any questions regarding your shipment, please reach out to our dedicated support team at support@snailax.com.
  • Damage & Missing Claims:
    • Reporting Window: Any product arriving damaged or missing components must be reported to Snailax within 72 hours of the carrier's recorded delivery time.
    • Evidence Required: To process a claim, you must provide your order number along with clear photo evidence of:
      • The damaged product.
      • The exterior shipping packaging
      • The carrier’s shipping label.
    • Late Claims: Failure to provide notice and required evidence within the 72-hour window may result in the denial of the claim.