Question 1

Is it handwritten?

Accepted Answer

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. Want it in your own handwriting? Try the beta: add a photo of your writing and the pen learns to write like you.

Question 2

Will it still feel like it's from me?

Accepted Answer

It will, because every word is yours. We never write, edit or suggest your message.

Question 3

How much does it cost to send a card?

Accepted Answer

A$50, all in. That covers the one-of-a-kind cover, your message written in real ink, the envelope, the stamp and tracked postage anywhere in Australia. New customers get 30% off their first card, so it's A$35. There's no postage to add and nothing to sign up for.

Question 4

What occasions can I send a card for?

Accepted Answer

Any you like: birthdays, anniversaries, thank-yous, congratulations, new babies, get well soon, sympathy, farewells, Christmas or just because. The cover is made from your answers, so it fits the moment instead of a shelf of ready-made designs.

Question 5

How is my cover made?

Accepted Answer

From a few questions. Tell us who it's for, the occasion and what you'd like on it, and it becomes a cover design made only for you. The message inside is only ever yours.

Question 6

What can't go on a cover?

Accepted Answer

Nothing unlawful or explicit, and no one else's trademarks, characters or artwork. Painted covers never show a real person's likeness, so for a real face, add a photo you took or may use, with everyone in it happy to be on a card. Printed colours can look slightly different from your screen.

Question 7

How long can my message be?

Accepted Answer

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

Question 8

What handwriting styles can I choose?

Accepted Answer

Ten: Easy-going, Neat, Joined-up, Quick scrawl, Fountain pen, Copperplate, School cursive, Round and friendly, Tidy print and Tall and light, each shown writing your own message. Or try your own handwriting in beta: add a photo of your writing and the pen learns to write like you.

Question 9

Will you check my spelling?

Accepted Answer

No. The pen writes exactly what you typed, spelling mistakes included, because we never edit your words. Read it through once more before you pay.

Question 10

What size is the card?

Accepted Answer

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.

Question 11

Can you post the card straight to them?

Accepted Answer

Yes. We post it directly to the person you're sending to, anywhere in Australia: Sydney, Melbourne, Brisbane, Perth, Adelaide, Hobart, Darwin, Canberra, and regional and rural towns too.

Question 12

When will it arrive?

Accepted Answer

Pick the day it should arrive. Order before 2:00pm Sydney time on a business day and we post it that day; later orders go out the next business day. Australia Post delivers the next business day to most capital-city postcodes and within three business days everywhere else. These are Australia Post's usual times, not a guarantee, so now and then a card arrives late. Weekends and public holidays don't count, and our delivery date calculator shows the dates for any postcode. Postage is included, and we choose the tracked Australia Post service that best suits each card.

Question 13

Can I order a card today for tomorrow?

Accepted Answer

Often, yes. Order before 2:00pm Sydney time on a business day and we post it that day, and Australia Post delivers the next business day to most capital-city postcodes. Enter their postcode and the studio shows the earliest day you can pick.

Question 14

Can I schedule a card for a later date?

Accepted Answer

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. It's an easy way to get a birthday sorted early.

Question 15

Can I track it?

Accepted Answer

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

Question 16

Can I see my past orders and designs?

Accepted Answer

You can see your orders. Open Your orders from the menu, enter the email address you paid with and we'll email you a code to sign in, with no password. You'll see each card's reference, its arrival date and its tracking number. The design isn't shown there: we delete your message once the card is posted and the cover 30 days after it's delivered, so we can't send either again.

Question 17

Whose address goes on the back?

Accepted Answer

Your name, so they know who it's from, with our return address, so you don't need to give us yours: if Australia Post can't deliver the card, it comes back to us and we'll be in touch.

Question 18

How do I pay?

Accepted Answer

By card or digital wallet, through Square. You don't need to sign up first, and A$50 is the whole price (A$35 for your first card), with nothing added at checkout.

Question 19

Can I change or cancel my order?

Accepted Answer

Yes, until the pen starts writing your card. Paid cards wait in a queue for the pen first. Open Your orders and choose Change this card to change who it's to, the address or the message, or cancel it there for a full refund.

Question 20

What if something goes wrong?

Accepted Answer

If it's our mistake, such as a misprinted cover, an error in writing your message or a card posted late, we'll rewrite and resend it or refund you, whichever you prefer. The pen writes exactly what you typed, so check your message before you pay.

Question 21

What do you do with addresses?

Accepted Answer

We use them only to post your card, and to keep your address book if you save someone to it. We never contact the person you're sending to, and we never sell your data.

Question 22

Is my message private?

Accepted Answer

Yes. We use your message 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.

Question 23

Can I send overseas?

Accepted Answer

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

Question 24

How do I get help?

Accepted Answer

Email support@snailgram.com.au or ask the help chat on this page. A real person answers every email, usually within one business day.

Question 25

Do you do wedding thank-yous?

Accepted Answer

Yes, please contact wedding@snailgram.com.au for details.

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