Frequently asked questions

It's pen-written by a machine, not by a person's hand. A real pen writes your words in real ink, exactly as you typed them, in the hand you choose.

A5, which is 148 × 210 mm, the size of a standard greeting card. Your cover is printed on the front, your message is written inside, and it's posted in an envelope.

From your sentence. Describe the moment and three covers are painted for you, made only for this card, usually within 20 to 40 seconds. You get 15 goes a day.

Yes. Tap Add a photo, then keep it as it is, which is free, or have it painted in a style such as watercolour or storybook. Painting sends the photo to an image partner overseas, so we only do it once you agree.

Yes. Edit this cover lets you add words, stickers and photos, then move, size and turn them. Anything outside the dotted line may be trimmed, and words are printed exactly as you typed them.

Nothing unlawful or explicit, no likenesses of real people, and no one else's trademarks, characters or artwork. Printed colours can look slightly different from your screen.

Up to 320 characters, about 50 to 60 words, plus a sign-off of up to 40 characters, such as “Love, Sam”.

Four styles: Easy-going, Neat, Joined-up and Quick scrawl. Or try your own handwriting in beta: add a photo of your writing and the pen learns to write like you.

No. The pen writes exactly what you typed, spelling mistakes included, so read it through once more before you pay.

We never write, edit or suggest messages: the card should sound like you. If you're stuck, this article has a simple four-part formula for what to write.

You pick the day. Order before 2:00pm Sydney time on a business day and we post it that day by Express Post. It arrives the next business day in most capital cities, and within three business days everywhere else. Weekends and public holidays don't count.

Our delivery date calculator shows the dates for any postcode.

Always 2:00pm Sydney time. Depending on daylight saving, that's 1:00pm to 2:00pm in Brisbane, 1:30pm in Adelaide, 12:30pm to 1:30pm in Darwin, and 11:00am to noon in Perth.

Often, yes, to most capital-city postcodes if you order before the cut-off. Enter their postcode and the studio shows the earliest day you can pick. Cutting it fine? See last-minute cards.

Yes. Pick any day from the earliest one shown, whether it's next week or next month, and we post it in time to arrive that day.

Yes. We email you the Australia Post tracking number when your card is posted, and again when it's delivered. Your orders shows it too.

Not yet: we only post to addresses in Australia. If you live overseas, you can still send a card to someone in Australia.

Just your name, so they know who it's from. If Australia Post can't deliver the card, it comes back to us and we'll be in touch.

A$50, all in: the cover, your message in real ink, the envelope, the stamp and tracked Express Post anywhere in Australia. Your first card is 30% off, so it's A$35, applied automatically with no code.

By card or digital wallet, through Square. You don't need an account, and we never see your full card number.

Yes, while it's still waiting for the pen. Open Your orders and choose Change this card to change who it's to, the address, the message or the names. If the card can't reach a new postcode in time, its arrival day moves later, and the form tells you first.

Yes, until the pen starts writing your card: cancel it in Your orders for a full refund. Once the pen has started, we can't cancel or change it.

Before the pen starts, yes. After that, we don't usually refund a change of mind, or a wrong address or typo you gave us. Your rights under the Australian Consumer Law always apply.

Open Your orders and enter the email you paid with. We'll email you a code to sign in, with no password. No code? Check your spam folder.

For a while. We delete your message once the card is posted and the cover 60 days later, so we can't show or send either again after that.

Check its tracking in Your orders. If it still hasn't turned up, email support@snailgram.com.au with the email you ordered with, the recipient's name and the date it was due.

If we posted it late, we'll refund you in full. Delays in the post itself are rare, but tell us and we'll work out the fairest fix with you.

Sorry about that. Email us what happened, with a photo if you can. If it's our mistake, we'll rewrite and resend it or refund you, whichever you prefer.

If the card is still waiting for the pen, fix it with Change this card in Your orders. After that we can't change it, but let us know and we'll see what we can do.

They usually take 20 to 40 seconds. If painting is busy, the studio sets your words in three of its own designs instead. Out of goes? You get 15 a day, so try again later.

The studio keeps it in the browser you made it in. To carry on elsewhere, press Email me a link beside the steps: the link works for 30 days.

Check your spam folder. Your order is safe even if you closed the page straight after paying. Still missing? Email us before paying again, so you aren't charged twice.

We use them only to post your card. We never contact the person you're sending to, never send marketing emails and never sell your data.

Yes. We use it only to write your card and delete it once the card is posted. We never use your message, cover sentence or handwriting to train AI models.

Names and street addresses go 14 days after delivery, and the cover 60 days after posting. Everything is stored in Sydney. The privacy policy has the full list.

Email support@snailgram.com.au or ask the help chat in the corner. A real person answers every email, usually within one business day: Monday to Friday, 9am to 5pm Melbourne time.

Email us and tell us what happened. We aim to resolve complaints within 10 business days, and our terms explain the full process.